Especialista en Retención y Lealtad del Cliente

Placements24; Cancún; Hybrid; MXN 420,000 - 660,000; Full time

Benefits offered by this job

Performance-based bonuses

Health insurance

Professional development

Job summary

Placements24 is seeking a Customer Retention and Loyalty Specialist to lead loyalty programs and retention initiatives in Cancún. You will analyze customer data, design targeted campaigns, and collaborate with marketing, sales, and product teams to optimize the customer lifecycle.

The role emphasizes reducing churn, increasing lifetime value, and delivering personalized experiences based on purchase history and preferences. Experience in e-commerce or travel sectors is a plus.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or related field.
• Proven experience in customer retention, loyalty marketing, CRM management, or a similar role.
• Strong analytical skills with the ability to interpret complex data sets.

Responsibilities

• Develop, implement, and manage customer loyalty programs and initiatives.
• Analyze customer data to identify trends, segments, and opportunities for retention.
• Design and execute targeted marketing campaigns to engage existing customers.
• Monitor customer churn rates and develop proactive strategies to mitigate it.
• Personalize customer experiences based on behavior, preferences, and purchase history.
• Collaborate with marketing, sales, and product teams to ensure a unified customer experience.

Skills

Analytical skills

CRM management

Customer segmentation

Lifecycle marketing

Written and verbal communication

Team collaboration

Education

Bachelor's degree in Marketing, Business Administration, Communications, or related field

Tools

Salesforce

HubSpot

Marketing automation

Job description

About the Role

Our client, a prominent e-commerce platform focused on the travel and leisure sector, is seeking a dedicated Customer Retention and Loyalty Specialist to join their marketing and customer experience team in Cancún, Quintana Roo . This role is critical for developing and implementing strategies that foster customer loyalty, reduce churn, and increase the lifetime value of our customers. We are looking for a creative and analytical individual with a deep understanding of customer psychology, loyalty programs, and CRM best practices. If you are passionate about building lasting customer relationships and driving repeat business, this position offers a significant opportunity to make a tangible impact on our success in a highly competitive market.

Key Responsibilities

• Develop, implement, and manage customer loyalty programs and initiatives.
• Analyze customer data to identify trends, segments, and opportunities for retention.
• Design and execute targeted marketing campaigns to engage existing customers.
• Monitor customer churn rates and develop proactive strategies to mitigate it.
• Personalize customer experiences based on behavior, preferences, and purchase history.
• Manage customer feedback channels and implement improvements based on insights.
• Collaborate with marketing, sales, and product teams to ensure a unified customer experience.
• Track and report on key retention metrics (e.g., LTV, churn rate, repeat purchase rate).
• Identify opportunities for upselling and cross-selling to existing customers.
• Stay current with best practices in customer retention, loyalty marketing, and CRM.

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Proven experience in customer retention, loyalty marketing, CRM management, or a similar role.
• Strong analytical skills with the ability to interpret complex data sets.
• Excellent understanding of customer segmentation, loyalty program design, and lifecycle marketing.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and marketing automation tools.
• Creative and strategic thinker with excellent written and verbal communication skills.
• Ability to work collaboratively in a team-oriented environment.
• Experience in the e-commerce or travel industry is a plus.
• A proactive approach to identifying and solving customer-related challenges.
• Knowledge of the market dynamics in Cancún, Quintana Roo is advantageous.

Benefits

Our client offers a competitive salary, performance-based bonuses, comprehensive health insurance, opportunities for professional development and training, a vibrant and collaborative work culture, and the chance to work in a beautiful tourist destination. Join a forward-thinking company that values its employees and invests in their growth. This role in Cancún provides an exciting opportunity to shape customer loyalty strategies.