Customer Retention Specialist - Nigeria

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Job description

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Customer Retention Specialist

TalentPop App

Today

Rest of Nigeria (Nationwide) Confidential

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Job descriptions & requirements

Customer Retention Specialist | Remote (Loyalty Architect)

At TalentPop App, we are dedicated to helping high-growth e-commerce brands maximize profit by turning first-time buyers into lifelong customers. We firmly believe that retention is the ultimate driver of sustainable growth.

We are looking for a highly strategic and results-driven Customer Retention Specialist. This vital role focuses on reducing churn, increasing repeat purchase rates, and boosting the Customer Lifetime Value (CLV) for the brands we partner with.

If you are a talented self-starter who excels at segmentation, personalization, and creating loyalty programs in a fast-paced e-commerce environment, we want to hear from you

Key Responsibilities: CLV, Loyalty, and Churn Reduction

Your daily focus will be maximizing Customer Lifetime Value (CLV) and fostering deep customer loyalty:

• Retention Strategy: Develop and execute multi-channel strategies (Email, SMS, Loyalty Programs) focused on maximizing customer repeat purchase rates and average order frequency.
• Churn Analysis & Intervention: Conduct deep dive analysis into customer cohorts to identify key churn indicators and develop timely, targeted intervention campaigns to save at-risk customers.
• Winback Campaigns: Design, implement, and test personalized winback and reactivation flows for lapsed customers, focusing on compelling offers and product education.
• Loyalty Program Management: Oversee the optimization and performance of loyalty and rewards programs, ensuring high enrollment and redemption rates that drive desired customer behavior.
• Subscription Optimization: For applicable brands, optimize the entire subscription lifecycle, from onboarding to management of cancellation flows.
• Reporting & Segmentation: Track retention KPIs (e.g., Churn Rate, CLV, Repeat Purchase Rate) and utilize CRM tools for advanced customer segmentation.

Candidate Requirements

• Mandatory Experience: 1+ years of proven experience in Customer Retention, CRM Marketing, or Loyalty Program Management is essential.
• E-commerce Proficiency: Must be comfortable and experienced with retention metrics and platforms used in high-growth e-commerce (e.g., CLV, Klaviyo, ReCharge, or similar).
• Analytical & Data Skills: Outstanding ability to interpret customer data, segment audiences effectively, and measure the ROI of retention initiatives.
• Tech Savvy: Familiarity with CRM systems (e.g., HubSpot, Salesforce Marketing Cloud) and advanced email/SMS marketing tools is a significant advantage.
• Work Environment: Must be a highly motivated self-starter comfortable thriving in a remote, high-performance setting.

Technical Setup Requirements (Remote)

• A dedicated personal computer or laptop (i5 processor or modern equivalent).
• A stable, high-speed internet connection (minimum 15 Mbps download and upload speed).
• A quiet, professional workspace suitable for conducting clear, uninterrupted calls and video meetings.

Why Join TalentPop App?

• Incentive Pay: Opportunity to earn commissions and performance bonuses in addition to your base salary.
• Work Flexibility: 100% permanent work-from-home setup—zero commute required.
• Benefits: Comprehensive health coverage (HMO or monthly stipend) and paid time off.
• Growth: Clear paths for career advancement and professional skill development within a supportive team.

APPLICATION FAST-TRACK: IMMEDIATE ACTION REQUIRED

To ensure your application is reviewed directly by the Recruitment Team, you MUST follow these critical steps exactly. Applications that do not follow these instructions WILL NOT be reviewed.

• Select Position: When applying, please choose "Brand Concierge" from the list of available roles.
• Enter Code: In the application form, you must enter the unique code CRSR in the designated application code field.

Ready to be the loyalty architect behind top E-commerce brands? Apply now to become our next Customer Retention Specialist

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