CRM and Retention Coordinator

Jobtailor; Florianópolis; Presencial; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

Jobtailor in Florianópolis is seeking a Head of Retention/CRM to lead the team, drive repeat purchases, and own revenue from existing customers. You will map the customer lifecycle from onboarding to win-back, design loyalty programs, and coordinate cross-channel campaigns (email, WhatsApp) using a data-driven approach.

LGPD compliance and post-purchase experience matter. Reporting to Growth/Marketing, you will partner with Ads, marketplaces, and operations to integrate retention across the

Qualificações

• Experience in Retention/CRM in ecommerce with revenue targets.
• Strong data-driven mindset including KPI analysis and reporting.
• Experience leading or coordinating people.
• Proficiency with CRM automation tools; Klaviyo is a plus.
• Broad ecommerce perspective and cross-channel understanding.
• Familiarity with LGPD compliance and data hygiene.

Responsabilidades

• Lead and develop the Retention/CRM team, setting priorities and raising capabilities.
• Own targets for repeat purchases and customer-base revenue.
• Map customer lifecycle from onboarding to win-back and loyalty.
• Design repeat-purchase initiatives: replenishment flows, cross-sell, loyalty.
• Connect retention with other growth pillars and channels.
• Manage segmentation using RFM, cohorts, behavior and recency.
• Translate segments into journeys, automations, and campaigns across channels.
• Track retention KPIs and report insights (LTV, churn, open rate, CTR).
• Run A/B tests and new revenue hypotheses for incremental gains.
• Identify churn risk and design reactivation initiatives.
• Ensure database health, deliverability, data cleansing, LGPD compliance, and post-purchase quality.
• Report to Growth/Marketing leadership.

Conhecimentos

LTV Analysis

Churn Rate Management

Cohort Analysis

RFM Segmentation

Purchase Frequency Analysis

Data Cleansing

A/B Testing

CRM Automation Tools

Email Campaign Management

Customer Journey Mapping

Revenue Attribution

Team Leadership

Ferramentas

Klaviyo

WhatsApp

Descrição da oferta de emprego

Responsibilities

• Lead and develop the Retention/CRM team, setting priorities, monitoring deliverables, and raising the team’s technical and analytical capabilities.
• Own the targets for repeat purchases and revenue from the customer base, including revenue from existing customers, repeat purchase rate, purchase frequency, and LTV.
• Build and continuously improve the end-to-end retention strategy by mapping the customer lifecycle: onboarding, activation, repeat purchase, loyalty, reactivation, and win-back.
• Design and prioritize repeat-purchase initiatives, including replenishment flows, incentives, cross-sell, upsell, and loyalty programs.
• Connect retention with the other growth pillars.
• Manage advanced customer-base segmentation using RFM, cohorts, behavior, and purchase recency.
• Translate segments into customer journeys, automations, and campaigns across email, WhatsApp, and other channels.
• Track and report retention KPIs, including repeat purchase rate, LTV, churn/retention by cohort, purchase frequency and recency, attributed revenue, open rate, CTR, and conversion.
• Run and prioritize A/B tests, new flows, and incremental revenue hypotheses.
• Identify customers at risk of churn and design reactivation initiatives.
• Ensure database health, deliverability, data cleansing, LGPD compliance, and a high-quality post-purchase experience.
• Report to Growth/Marketing leadership.

Requirements

• Previous experience in Retention and/or CRM in e-commerce, with responsibility for repeat-purchase and customer-base revenue targets.
• Strong knowledge of retention concepts and metrics: LTV, churn, repeat purchase rate, cohort analysis, RFM, purchase frequency, and recency.
• Experience with CRM automation tools (Klaviyo is a plus).
• Strong data-driven mindset, including KPI analysis, report building, and numbers-based decision-making.
• Previous experience leading or coordinating people.
• Strong communication skills, proactivity, and the ability to work collaboratively.
• Broad e-commerce perspective beyond a single channel, with an understanding of how retention connects with Ads, marketplaces, and the operation as a whole.
• Experience with intimate apparel, lingerie, fashion, beauty, or consumer goods brands.
• Experience using WhatsApp as a revenue channel.
• Experience with loyalty programs and repeat-purchase strategies.

Core Competencies

Demonstrates expertise in developing and executing retention strategies, leveraging data-driven insights to enhance customer engagement and revenue growth. Proficient in managing CRM initiatives and leading teams to achieve repeat purchase and customer lifetime value targets.

Highest-signal resume keywords

• Retention Strategy Development
• Customer Lifecycle Mapping
• KPI Analysis and Reporting
• CRM Automation Tools
• Team Leadership

Hard Skills

• LTV Analysis
• Churn Rate Management
• Cohort Analysis
• RFM Segmentation
• Purchase Frequency Analysis
• Data Cleansing
• A/B Testing
• Email Campaign Management
• Customer Journey Mapping
• Revenue Attribution

Soft Skills

• Strong Communication
• Proactivity
• Collaborative Work

Industry Keywords

• E-commerce
• Retention Metrics
• Loyalty Programs
• Consumer Goods
• Intimate Apparel
• Fashion
• Beauty

Tools & Technologies

• Klaviyo
• WhatsApp