B2C Retention Manager

Summary

Emerging Travel Group is seeking a B2C Retention Manager to lead customer communications and CRM initiatives. The role owns communication strategy across email, push, and in-app channels, develops customer value management strategies, optimizes retention campaigns, analyzes performance, and collaborates with cross-functional teams.

Responsibilities

• Develop and implement a comprehensive communication strategy across all CRM channels – design, test, and adopt best practices for email, push, and in-app communications
• Create and execute advanced CVM strategies to drive LTV growth and increase user retention
• Design and launch both trigger-based and bulk messaging campaigns, including A/B testing of all hypotheses
• Analyze campaign performance, track key metrics daily, generate actionable insights, and rapidly adjust strategies for maximum effectiveness
• Collaborate with data analysts: set analytical tasks, generate hypotheses, analyze user behavior, and optimize promotional budgets
• Work closely with design, copywriting, product, development, and analytics teams to deliver engaging and creative marketing communications
• Monitor market trends, integrate best practices, roll out new tools, and stay updated on CRM platform developments
• Prepare presentations and reports for the team and stakeholders, ensuring transparency of ongoing work via Slack and Asana

Skills

• 3+ years of relevant experience in CRM/CVM B2C marketing with proven experience of channel ownership
• Excellent command of modern CRM platforms and push notification services, from trigger setup to technical integration
• Strong analytical skills, including data-driven decision making, hypothesis testing, and confident execution of A/B tests
• Practical experience with trigger-based communications, user retention, and win-back strategies
• Proven experience in managing budgets for promotional activities
• Excellent soft skills, including outstanding communication abilities for collaboration with cross-functional teams and external partners
• Self-motivation, proactivity, and the ability to thrive in ambiguous environments and manage multiple channels simultaneously
• Language proficiency: Fluent in English; other languages are a plus

Qualifications

Must Haves

• 3+ years of relevant experience in CRM/CVM B2C marketing with proven experience of channel ownership
• Excellent command of modern CRM platforms and push notification services, from trigger setup to technical integration
• Strong analytical skills, including data-driven decision making, hypothesis testing, and confident execution of A/B tests
• Practical experience with trigger-based communications, user retention, and win-back strategies
• Proven experience in managing budgets for promotional activities
• Excellent soft skills, including outstanding communication abilities for collaboration with cross-functional teams and external partners
• Self-motivation, proactivity, and the ability to thrive in ambiguous environments and manage multiple channels simultaneously

Nice to Haves

• Language proficiency: Fluent in English; other languages are a plus

Benefits

• Flexible schedules and opportunity to work remotely
• Ambitious and supportive team who love what they do, appreciate each other, and grow together
• Internal programs for adaptation and training, development of soft skills, and leadership abilities
• Partial compensation for participating in external training and conferences
• Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world
• Corporate prices on hotels and travel services
• MyTime Day Off - an extra non-working day without loss of compensation