Customer Retention Manager

PayRetailers is a payment gateway designed to handle mass online payments to the Latin American market.

The company combines local markets expertise with payment technology enabling global merchants to successfully expand their business into high growth, emerging markets while eliminating the many operational complexities of managing cross-border payments.

Our team is growing and we are looking for a highly skilled Customer Retention Manager who will be responsible for managing our customer relationship management system (Salesforce & Marketing Cloud) and optimizing its usage to enhance customer engagement, retention, growth, and loyalty.

Job duties and Responsibilities:

- Oversee and manage the customer relationship management system (Salesforce) and marketing automation platform (Marketing Cloud).
- Develop and implement strategies to improve customer engagement, retention, and loyalty using the capabilities of Salesforce and Marketing Cloud.
- Collaborate with the Marketing and Sales teams to create targeted and personalized campaigns that resonate with customers and drive repeat business.
- Utilize data and analytics from Salesforce and Marketing Cloud to gain insights into customer behavior, preferences, and needs, and use this information to refine retention strategies.
- Design and execute customer lifecycle communication journeys to nurture and retain customers effectively.
- Monitor customer feedback and sentiment through Salesforce and Marketing Cloud, and take necessary actions to address any concerns or issues promptly.
- Work closely with the Customer Support team to ensure seamless customer experiences and resolve any issues related to customer retention.
- Continuously assess and optimize customer retention processes and workflows within Salesforce and Marketing Cloud.
- Stay up-to-date with the latest features and functionalities of Salesforce and Marketing Cloud, and proactively implement relevant updates to enhance customer retention efforts.
- Monitor and evaluate the performance of CRM initiatives, using data-driven insights to optimize campaigns, improve customer segmentation, and maximize ROI.
- Collaborate with regional teams or partners to adapt and localize CRM strategies and initiatives for specific markets in Latin America and other continents.
- Work closely with the IT department to ensure the integrity, security, and scalability of the CRM system.

Experience and Qualifications:

- Bachelor's degree in marketing, administration, or a related field.
- 7+ years of experience in CRM Management, preferably in B2B2C Digital wallets
- Strong understanding of CRM principles, customer lifecycle management, and customer segmentation strategies.
- Salesforce certification(s) / Marketing Cloud is a great Plus
- Analytical mindset with the ability to interpret and derive insights from customer data, metrics, and KPIs.
- Excellent communication and interpersonal skills to collaborate with cross-functional teams and stakeholders at various levels.
- Strong project management skills to plan, execute, and track CRM initiatives effectively.
- Familiarity with the digital payments industry and an understanding of B2B2C business models is a plus.

What we offer:

- Competitive salary
- Opportunities to grow within a company in hypergrowth stage
- Additional days of holidays ✈
- Free language classes ‍
- Private health insurance covered by the company.
- One day of home office per week
- Free catering in the office
- Possibility to increase your net salary through our flexible retribution partner
- Excellent work environment and good collaboration.
- Free coffee/Tea and snacks from the company