Senior Customer Retention Manager

Proxiad SEE is an IT Consulting and Software Development company, part of Proxiad Group France, with headquarters in Paris, over 25 years of industry experience, and 1300 + specialists. The Southeast Europe (SEE) branch employs 250+ professionals, operates in Bulgaria and North Macedonia, and has provided services in various sectors (Healthcare, Fintech, Banking, Insurance, E-commerce and Retail, Procurement, etc.) for 20 years.

In 2022 we stepped above and introduced two innovative software products: Desk Buddy and GROW.

For a long-term and innovative project focused on developing online solutions for digital presence on platforms like Instagram and TikTok we are looking for a Senior Customer Retention Manager. Your expertise will be central to developing retention strategies that not only increase customer lifetime value but also redefine industry standards for customer engagement and satisfaction.

Responsibilities:

• Develop and implement retention strategies to maximize customer lifetime value
• Maximize customer purchasing frequency and average order value
• Improve customer satisfaction by establishing a strong brand-customer relationship
• Build and grow the retention team to improve retention channel performance
• Manage and optimize customer retention budgets and spending
• High-level business planning alongside the management team
• Manage and optimize retention budgets

Requirements:

• A proven track record in improving customer lifetime value in digital businesses
• Deep understanding and experience in working on e-commerce or SaaS products
• A proven track record in improving customer loyalty and usage frequency
• Skilled in crafting customer communication plans across various channels
• Experienced in data collection and analysis for decision-making
• Advanced verbal and written communication skills
• Experience in building and growing a retention team
• Experience working in an agile team setup
• Experience with BigQuery, or email marketing platforms (eg. Brevo) is nice to have

Proxiad benefits:

• 25 days of paid annual leave; we value your leisure time
• Additional health insurance package (including medical, dental, optical, and other expenses), effective from the first day of the month following your start date
• Training and development programs, knowledge exchange sessions, certification programs, and international conferences
• Internal recognition through a Success Card system with various levels of bonuses
• Participation in socially responsible events
• Gifts for your Proxiad work anniversary, birthday, etc.; Refer-a-Friend program; employee discounts.
• Proxiad Summer Camp, team-building activities, and other exciting social events!

Project-specific benefits and requirements:

• Work in the office days to foster a strong, cohesive team with the potential for extension. 45 remote working days per year (excluding the months of July and August, which are fully remote).
• Occasional visits to the client headquarters 2 times per year.

All applications will be treated with strict confidentiality.

Only short-listed applicants will be contacted.