Retention Officer (Customer Retention & Loyalty) at Jes Perfumes

Role Summary

We’re hiring a Retention Officer to increase repeat purchases and customer lifetime value. You’ll own customer follow-ups, loyalty initiatives, win-back campaigns, and proactive communication that keeps customers coming back.

Key Responsibilities

• Build and run retention activities: repeat purchase follow-ups, reorder reminders, and personalized recommendations.
• Manage customer engagement across WhatsApp/Instagram DM/SMS/email (as applicable).
• Design and execute loyalty programs (points, tiers, VIP perks, referral offers).
• Run win-back flows for inactive customers (30/60/90-day campaigns).
• Segment customers (new, repeat, VIP, high value, at-risk) and tailor messages accordingly.
• Collect and document customer feedback, complaints, and product preferences; share insights with the team.
• Coordinate with operations to resolve delivery issues quickly and prevent churn.
• Track and report retention KPIs: repeat rate, churn, CLV, NPS/CSAT, campaign conversion.

Requirements

• Experience in customer retention, CRM, customer success, or customer service (beauty/e-commerce is a plus).
• Strong communication and persuasion skills (written + verbal).
• Comfortable with follow-ups, handling objections, and turning complaints into loyalty.
• Organized, detail-oriented, and able to manage daily customer lists and campaigns.

Nice to Have

• Experience with Shopify, WooCommerce, HubSpot, Zoho, Mailchimp, Klaviyo, or WhatsApp Business tools.
• Basic data skills (Excel/Google Sheets) for tracking and reporting.

What We Offer

• Competitive pay: [salary range] + retention bonuses
• Staff discounts / product allowance
• Career growth into CRM/Customer Experience Lead