Offer summary

Qualifications:

Proven experience in customer retention or CRM roles., Strong analytical and strategic thinking skills., Knowledge of Customer.io or similar tools., Understanding of the gambling or iGaming industry..

Key responsibilities:

Develop and implement customer retention and loyalty programs.

Provide personalized support and resolve customer issues.

Monitor customer metrics and collaborate to improve retention.

Work with cross-functional teams to enhance customer satisfaction.

Job description

Overview:

SOFTSWISS is hiring a Retention Specialist to join our dynamic team. We are looking for a results-driven and experienced professional who is passionate about customer engagement and shares our values and culture. In this role, you will drive the development and execution of customer retention strategies, implement loyalty initiatives, and collaborate cross-functionally to optimize client satisfaction and reduce churn. This is an exciting opportunity to make a measurable impact on customer loyalty and long-term value.

Purpose of the role:

You will be responsible for designing and executing customer retention strategies that enhance loyalty and reduce churn. Your focus will be on delivering personalized support, developing targeted retention campaigns, and collaborating with marketing and sales to improve overall customer satisfaction and lifetime value.

Key responsibilities:

Develop and implement customer retention programs and loyalty initiatives to enhance long-term engagement.
Provide personalized support by handling customer inquiries and resolving issues to ensure satisfaction.
Monitor key customer metrics, identify churn risks, and collaborate with cross-functional teams to improve retention outcomes.

Required Experience:

Proven experience in customer retention, CRM, or a similar client-focused role.
Strong analytical and strategic thinking skills, with attention to detail.
Knowledge of Customer.io or experience in the gambling industry is required

Nice to have:

Experience working with customer data platforms or CRM tools beyond Customer.io.
Familiarity with retention metrics and reporting tools (e.g., dashboards, SQL, Excel)
Understanding of iGaming industry trends and player behavior.

Our Benefits:

Full-time remote work opportunities and flexible working hours
Private insurance
Additional 1 Day Off per calendar year
Sports program compensation
Comprehensive Mental Health Programme
Free online English lessons with a native speaker
Generous referral program
Training, internal workshops, and participation in international professional conferences and corporate events.

Required profile