Client Retention Specialist supporting customers of TD Merchant Solutions by providing expert guidance and legendary experiences. Delivering solutions through inbound and outbound service interactions in a hybrid work environment.
About the role
- Senior Loyalty and Retention Manager at mammaly directing subscription growth strategies. Focusing on subscriber experience, retention, LTV, and MRR in a pet supplement startup.
Responsibilities
- You take strategic responsibility for our subscription business and develop and manage our mid- and long-term subscription roadmap.
- You are responsible for and optimize the entire subscriber journey — from onboarding to retention, win-back and loyalty — with the goal of increasing engagement, customer retention, MRR and subscriber profitability.
- You take ownership of key subscription KPIs such as retention, LTV and MRR and ensure their sustainable development.
- You ensure implementation of our cross-functional subscription initiatives and are responsible for strategic alignment with stakeholders, management and C-level.
- Together with the CRM team, you develop and optimize automated, personalized subscriber flows (email, SMS).
- You design and analyze A/B tests for pricing, offers and incentives, and derive concrete optimizations for the acquisition funnel and subscription conversion rate.
- You improve our self-service subscription management experience, e.g., by building a dedicated subscription portal and/or an app.
- You monitor and analyze our subscription KPIs (AOV, LTV, churn, cohorts) and derive data-driven decisions and roadmap priorities.
- You continuously monitor market, competitor and US market developments to identify development and growth opportunities early.
Requirements
- At least 3 years of experience in subscriptions, CRM, retention, lifecycle management, or DTC growth.
- Proven experience building or scaling subscription models, ideally in a DTC or e-commerce environment.
- Strong analytical skills and experience with subscription KPIs, cohort analyses and data-driven decision-making.
- Experience managing and executing cross-functional projects with teams across marketing, product, tech, SCM, CRM and customer support (CS).
- High technical affinity and the ability to quickly get up to speed with new tools and topics.
- Strong hands-on mentality, with a structured, autonomous and solution-oriented working style and high ownership.
- Fluent in German and English.
Benefits
- We provide everything you need to work from home.
- Choose between a high-end Mac or Windows setup.
- 100% flexible working hours.
- Coffee, tea, snacks, fresh fruit and breakfast cereal are available — of course free for you.
- 75% employee discount on orders up to a value of €100 per month.
- Occupational pension, company health insurance and much more are part of the standard package.
Job title
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Not specified
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