About Change
We believe that the world will fundamentally be a better place with everybody investing.
Our team is on a mission to remove the barriers and complexities to wealth creation through simple, affordable, and accessible investing.
Offering a unique opportunity to buy & sell Bitcoin commission-free and trade 20+ altcoins, stocks, commodities and indexes with the best rates in the market, Change is the top10 fintech apps in Northern Europe. And we’re growing. Fast.
Position
Change is looking for a Retention Manager to take care of our biggest asset - customers. You’ll be a key player in the Marketing team leading all CRM and retention related activities. You’re the first person in the retention team, which gives you a unique opportunity to build the process from the grounds up. CRM tools, customer lifecycle management and segmentation as well as retention roadmap and insight management - you own them, you run them. You’ll wear different hats between strategy and daily execution, work closely with the Product team and directly impact our customer success.
Does the idea of increasing LTV, ARPU, DAU, and MAU make your legs shake with excitement? Apply now and join us to Change the world.
What’s in it for you
- Build everything as you envision it - you can start from scratch with no legacy to slow you down
- Choose all the tools you want to work with
- Enjoy autonomy and freedom to make your own decisions
- Create immediate customer and business impact
- Put together the future retention team
- Share goals with the Product team for flawless collaboration
What you’ll do
- Implement effective segmentation and LTV optimisation, developing robust digital customer journeys and driving the roadmap of marketing campaigns, with constant optimisation of retention activities to reduce customer churn and boost the customer yield
- Personalise and tailor promotions and campaigns based on customer product preferences, lifecycle stage, and segment
- Ensure the effective and consistent delivery of customer lifecycle and reactivation communication across all channels
- Create clear retention plans and customer journeys, including detailed briefs for targeting, mechanics, and channel mix to reduce churn and grow ARPU
Your qualification
- At least 2 years of experience in CRM marketing or customer success management in B2C product
- Experience managing the full CRM process from planning, budgeting, building, and executing a campaign to completing the post-analysis
- Understanding of different segmentation principles (value-based, frequency-based etc.)
- Experience with building, A/B testing, and optimising automated lifecycles
- Understanding of different retention techniques aimed at reducing churn and increasing yield
- Knowledge of managing bonus budget & optimising ROI
- Truly numerical and analytical mind
- Perfect match to Change values
Will be a plus
- Experience in implementing a refer-a-friend and/or a loyalty program
- Experience in working with automated CRM systems like Optimove, Braze, Marketo, etc.
- Experience with product analytics tools like Mixpanel or Amplitude
- Understanding app-specific event tracking
- Managing high-value/VIP users
What we offer
- Generous stock package as you’re early to join
- Competitive salary, health insurance, pension fund and other perks
- An ambitious team of 14 nationalities
- Global relocation and visa sponsorship
- Awesome office in Tallinn city center
- Journey to a billion-dollar company