Retention Project Manager | Marketing | Omnichannel

Retention Project Manager (Omnichannel | Customer Lifetime Value | AI Automation)

Are you passionate about enhancing customer experience and driving loyalty? We’re looking for a Retention Project Manager to lead and optimize omnichannel retention strategies that strengthen customer lifetime value across multiple touchpoints.

You will play a key role in developing, executing, and optimizing retention programs, collaborating with cross-functional teams, and driving data-informed decisions to improve post-purchase experience and reduce churn.

Key Responsibilities

• Lead omnichannel retention projects by planning and implementing end-to-end strategies that enhance customer lifetime value and strengthen engagement across web, mobile, email, social, and customer service channels.
• Manage and align Marketing, Product, Sales, Customer Service, and IT teams to ensure smooth delivery of retention initiatives.
• Track project timelines, deliverables, and KPIs while maintaining transparency and communication across all departments.
• Analyze customer behavior, churn trends, and engagement metrics to identify growth opportunities and propose actionable improvements.
• Support A/B testing and experimentation to refine campaigns and improve conversion.
• Contribute to customer journey mapping, loyalty programs, and post-purchase experience improvements to build long-term retention.
• Prepare performance reports and presentations for leadership, highlighting key insights, challenges, and optimization recommendations.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, Project Management, or Data Analytics.
• 5+ years of experience in marketing retention, preferably within trade or consumer market sectors.
• Proven record in customer lifetime value, loyalty programs, or retention project management.
• Familiarity with CRM, automation, and analytics tools such as Salesforce, HubSpot, Braze, Google Analytics, and Tableau.
• Knowledge of AI automation or ChatGPT/LLM tools is a strong plus.
• Excellent command of English (upper-intermediate to fluent).

Skills & Attributes

• Strong entrepreneurial mindset — self-driven, strategic, and capable of executing with minimal supervision.
• Excellent analytical and organizational abilities.
• Proactive problem-solver with a customer-first mentality.
• Outstanding communication and stakeholder management skills.