Job Description

Employment Type: Full-time, Permanent

Duties and Responsibilities: 

• Develop customer relationship strategies that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn
• Define KPIs and effectively optimize channel execution, while identifying tactics with high efficiency and incrementality
• Usage of data to create cohorts and generate campaigns that are relevant to customers at various points in their lifecycle
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Expand the product revenue through cross-sell and up-sell
• Oversee team’s execution and measurement of content recommendations with the objective of delivering increased user engagement
• Work with internal operations, merchandise, creative, and planning teams to maximize impact of sales and astro events

• Work closely with stakeholder teams in Customer Service and Marketing to align on priorities and maintain momentum for campaigns

• Prioritize and resolve customer and internal escalations