Retention Project Manager (Omnichannel | Customer Lifetime Value | AI Automation)
Are you passionate about enhancing customer experience and driving loyalty? We’re looking for a Retention Project Manager to lead and optimize omnichannel retention strategies that strengthen customer lifetime value across multiple touchpoints.
You will play a key role in developing, executing, and optimizing retention programs, collaborating with cross-functional teams, and driving data-informed decisions to improve post-purchase experience and reduce churn.
Key Responsibilities
- Lead omnichannel retention projects by planning and implementing end-to-end strategies that enhance customer lifetime value and strengthen engagement across web, mobile, email, social, and customer service channels.
- Manage and align Marketing, Product, Sales, Customer Service, and IT teams to ensure smooth delivery of retention initiatives.
- Track project timelines, deliverables, and KPIs while maintaining transparency and communication across all departments.
- Analyze customer behavior, churn trends, and engagement metrics to identify growth opportunities and propose actionable improvements.
- Support A/B testing and experimentation to refine campaigns and improve conversion.
- Contribute to customer journey mapping, loyalty programs, and post-purchase experience improvements to build long-term retention.
- Prepare performance reports and presentations for leadership, highlighting key insights, challenges, and optimization recommendations.
Qualifications
- Bachelor’s degree in Marketing, Business Administration, Project Management, or Data Analytics.
- 5+ years of experience in marketing retention, preferably within trade or consumer market sectors.
- Proven record in customer lifetime value, loyalty programs, or retention project management.
- Familiarity with CRM, automation, and analytics tools such as Salesforce, HubSpot, Braze, Google Analytics, and Tableau.
- Knowledge of AI automation or ChatGPT/LLM tools is a strong plus.
- Excellent command of English (upper-intermediate to fluent).
Skills & Attributes
- Strong entrepreneurial mindset — self-driven, strategic, and capable of executing with minimal supervision.
- Excellent analytical and organizational abilities.
- Proactive problem-solver with a customer-first mentality.
- Outstanding communication and stakeholder management skills.