Job
Description
Position: Customer Retention and Email Channel Specialist Position Overview: The Customer Retention and Email Channel Specialist will be responsible for creating B2B email marketing strategies and have a proven track record of driving new user acquisition, effective customer engagement, increased conversion, and improved revenue. The ideal candidate will have an excellent communication skill, and the ability to analyse and optimize campaigns for maximum results. Key Responsibilities of an Customer Retention and Email Channel Specialist: Developing and implementing retention strategies: Creating campaigns, designing lifecycle programs, and leveraging email and other marketing channels to engage and retain customers. Improving conversion rates through onboarding campaigns: Designing and executing targeted onboarding email sequences that guide users from signup to activation and ultimately to conversion, especially for SaaS, FinTech and Tax Compliance platforms. Analyzing customer data: Understanding customer behavior, identifying trends, and segmenting audiences to deliver personalized and relevant content. Creating engaging content: Developing compelling, value-driven messaging that resonates with different customer segments and fosters brand loyalty. Managing multiple email marketing campaigns: Planning, designing, executing, and monitoring email campaigns to drive customer engagement and repeat purchases. Measuring and optimizing performance: Tracking KPIs such as open rates, click-through rates, conversion rates, churn rate, and customer lifetime value to continuously improve campaign effectiveness. Collaborating with cross-functional teams: Working closely with sales, customer success, product, design, and content teams to align strategies and improve the overall customer experience. Maintaining a high-quality email list: Regularly cleaning and updating the subscriber list to ensure accuracy, reduce bounce rates, and comply with data privacy regulations (e.g., GDPR, CAN-SPAM). Implementing email deliverability best practices: Using tools and techniques to avoid spam filters, such as maintaining proper domain authentication (SPF, DKIM, DMARC), list hygiene, and email frequency control. A/B testing and experimentation: Running controlled experiments on subject lines, content, design, and send times to optimize engagement and conversion rates. Staying updated with industry trends and compliance: Monitoring changes in email marketing trends, tools, technologies, and compliance laws to ensure strategies are current and effective. Automating workflows: Building and managing automated email sequences such as welcome series, cart abandonment, post-purchase follow-ups, and re-engagement campaigns to nurture leads and customers. Skills and Qualifications: Strong analytical skills: Ability to analyze campaign data, identify trends, and make informed, data-driven decisions. Excellent copywriting and communication: Ability to write clear, persuasive, and audience-specific email content, particularly in regulated industries like FinTech and U.S. Tax. Creative thinking: Ability to develop innovative and engaging strategies that drive results. Industry-specific experience (SaaS): Understanding product-led growth, customer journeys, and subscription models. Project management skills: Skilled in managing multiple projects and deadlines while collaborating across teams. Experience with CRM and marketing automation platforms: Proficiency with tools such as Salesforce, MoEngage, ConvertKit, HubSpot, Mailchimp, or similar platforms. Understanding of digital marketing channels: Familiarity with SEO, social media, paid ads, and content marketing in relation to email campaigns. HTML and email design basics: Knowledge of responsive email templates and design best practices is a plus. Audience segmentation and personalization: Expertise in targeting the right users with the right message at the right time. Compliance knowledge: Understanding of email marketing laws and standards including GDPR, and CAN-SPAM. Regulatory and deliverability knowledge: Deep understanding of data protection laws, compliance requirements, and how to maintain healthy sender reputations.
