CRM & Retention Manager

Quick Facts

• Role: CRM & Retention Manager

• Focus: CRM & lifecycle strategy and execution for B2C customer activation, retention, and churn reduction

Description

Own the strategy and execution of projects that directly impact the business through customer activation, retention, and churn reduction. Lead segmentation, lifecycle communications (onboarding, activation, engagement, win-back), and personalized messaging across email, push, and in-app—using additional channels when relevant. Develop loyalty mechanics, run data-driven experiments using retention metrics (cohorts, rides frequency, LTV, churn), and collaborate with BI and product teams.

Responsibilities

• Build the customer-base CRM strategy

• Segment customers and manage lifecycle messaging (onboarding, activation, engagement, win-back)

• Personalize campaigns and orchestrate execution across channels (email, push, in-app; SMS/benefits/partner offers/product tweaks if useful)

• Develop and test loyalty/reward mechanics for loyal customers

• Track and improve KPIs using cohort retention, frequency, LTV, and churn; design and evaluate A/B tests

• Partner with BI for analytics and with product teams to support retention beyond messaging

Requirements

• 3+ years in CRM, lifecycle, or retention marketing for B2C (ideally app, marketplace, or e-commerce)

• Experience with a CRM/CDP platform (Braze, Bloomreach, Customer.io, Iterable, Salesforce Marketing Cloud, or similar)

• Data skills: cohorts, segments; basic SQL or strong analytics-tool work

• Ability to write effective customer-facing copy

• Experience with loyalty program design/operation is a plus

• Proactive, results-oriented approach

• Native-level Czech

• English at B2 or higher

Benefits

• Ownership with responsibility for strategic decisions

• Work with a customer base of hundreds of thousands

• Flat structure and open communication

• Flexible working hours and home office

• Office in Karlín with a terrace

• Liftago ride credits

• Budget for development and education

• Multisport card

• Referral reward: 5,000 CZK in Liftago credits (conditional on selection success and completion of the probation period)