Retention Lead

Responsibilities

• Own customer retention and repeat booking strategy across CRM and lifecycle channels
• Develop segmented retention journeys based on user behavior, booking history, and engagement patterns
• Lead reactivation campaigns targeting dormant and inactive users
• Build personalized communication strategies across push notifications, email, in-app messaging, SMS, and remarketing
• Work closely with CRM, Product, Brand, and Data teams to improve loyalty and engagement initiatives
• Monitor churn trends and identify opportunities to improve customer lifetime value
• Drive experimentation and A/B testing for engagement and retention performance
• Analyze retention cohorts and performance metrics to improve long-term user value
• Build dashboards and retention reporting frameworks for leadership visibility

Requirements

• 5+ years experience in CRM, Lifecycle Marketing, Retention, Growth, or Loyalty Marketing
• Strong understanding of customer lifecycle management and retention strategies
• Experience with CRM automation platforms such as Braze, MoEngage, Salesforce, or similar
• Strong analytical mindset with experience in cohort analysis and segmentation
• Experience working closely with Product and Data teams
• Strong communication and stakeholder management skills

About the Company

Gathern is a leading platform focused on driving customer loyalty and repeat bookings through innovative engagement and lifecycle strategies.