Head of Customer Loyalty & Retention

Key Responsibilities:

• Develop and enhance the loyalty program, including bonus and cashback mechanics;

• Create and launch product bundles and cross-product offers;

• Manage the economics of the loyalty program and ensure its profitability;

• Plan and implement lifecycle campaigns focused on customer activation, retention, and reactivation;

• Conduct A/B testing and analyze the effectiveness of marketing mechanics;

• Manage the loyalty program budget and P&L;

• Analyze the impact of loyalty programs on customer retention, product usage frequency, and revenue growth;

• Collaborate with Sales, Product, and Analytics teams to develop cross-selling opportunities;

• Monitor key program performance indicators, including ROI, ARPU, and other business metrics.

Requirements:

• At least 5 years of experience in loyalty programs, CRM marketing, customer retention, or growth marketing;

• Strong analytical skills and experience working with large datasets;

• Practical experience conducting A/B tests and evaluating their effectiveness;

• Strong understanding of loyalty program economics and customer motivation mechanisms;

• Experience developing and implementing marketing campaigns focused on customer retention and growth;

• Strong project management and cross-functional collaboration skills.

Would be an advantage:

• Experience with coalition loyalty programs;

• Knowledge of SQL and data analytics tools;

• Experience in banking, financial services, or telecommunications;

• Understanding of product analytics, customer lifecycle, and CRM tools;

• Bachelor’s or Master’s degree in Marketing, Economics, Finance, Management, or a related field.

Personal Qualities:

• Strategic and analytical mindset;

• Proactive approach and strong results orientation;

• Strong leadership and communication skills;

• Ability to make decisions in conditions of uncertainty;

• High level of responsibility and independence.

We Offer:

• Official employment under an employment contract;

• 5/2 work schedule;

• Competitive compensation and performance-based incentive system;

• Opportunity to influence key customer-focused initiatives across the company;

• Participation in large-scale and engaging projects;

• Professional development and career growth opportunities.