Churn Specialist | DTC E-commerce | 100% Remote EU

Foxelli Group; Georgia; Hybrid; USD 30,000 - 45,000; Full time

Benefits offered by this job

Full remote flexibility

Gym memberships

Personal development budget

Generous paid time off

Home office setup budget

Strong company culture

Job summary

Foxelli Group is searching for a Churn Specialist to enhance customer retention through data analysis and strategic insights. You will work across multiple brands to understand and optimize the customer lifecycle, ensuring actionable solutions to reduce churn.

The role involves using AI tools to identify patterns in customer behavior and developing experiments to improve onboarding and overall engagement. If you’re passionate about customer experience and data-driven decision-making, this is the perfect opportunity.

Qualifications

• Experience diagnosing churn and analyzing customer data.
• Hands-on experience with customer journey mapping and onboarding optimization.
• Ability to translate data into actionable insights for retention.

Responsibilities

• Analyze churn patterns across multiple brands to identify risk segments.
• Audit the full customer lifecycle to enhance engagement.
• Develop and run retention experiments and document findings.

Skills

Data analysis

Customer journey mapping

Retention strategies

Experience with AI tools

Job description

Please be informed that Foxelli Group hires exclusively in-house and doesn't work with any external recruitment agencies. Any company or individual claiming to recruit on behalf of Foxelli Group is not affiliated with us.

At Foxelli, we’re building more than e-commerce brands— we’re building a tribe of thoughtful humans: AI enthusiasts, curious builders, and ambitious minds who care about doing meaningful work together. Ten years in, our D2C brands reach millions and generate over $20M annually. Our focus stays simple: create products customers love and a team that actually enjoys building them.

If you love to learn, experiment, think boldly, make decisions, and build things that matter — you’ll feel at home with us.

Why Join Foxelli?

Foxelli is a place for people who think deeply, learn quickly, automate repetitive work, enjoy spending time together, and build things that matter. We work hard, joke often, and don’t take ourselves too seriously.

If you’re excited about AI, eager to learn, and want to create work that genuinely means something with people who care, you’ll feel right at home with us—no matter where you are in your career.

The Role

We're looking for a Churn Specialist to help us get closer to our customers — understand what they actually need, spot where we're falling short, and find ways to retain them.

You’ll work across multiple Foxelli Group brands, investigate the full customer lifecycle and turn data into initiatives that actually move the needle on retention.

You won’t just track churn numbers. You’ll own the thinking behind what is happening with the brand and drive the ideas to help retain our customers.

If you love:

• getting into customer data and finding the story behind the numbers
• mapping out a customer journey and spotting where things go wrong
• testing ideas — onboarding tweaks, lifecycle flows, CRO experiments, win‑back sequences, etc
• using AI and automations to move faster and do more with less
• understanding what makes customers stay (or leave) on a psychological level
• working across multiple products and brands without losing focus

And if you're someone who can take a messy churn problem, break it down into clear hypotheses, and see them through to results… you might be our person.

What You’ll Be Doing

Churn Analysis & Research

• Analyse churn patterns across multiple Foxelli brands — when customers drop, which segments are most at risk, and what's driving it
• Research competitors and benchmark what best‑in‑class retention looks like in our space
• Use AI tools to accelerate research, surface insights, and identify patterns
• Build a clear picture of our customers — their motivations, frustrations, and what "good enough to stay" actually means to them

Customer Journey & Onboarding

• Audit the full customer lifecycle with a churn lens — from first‑touch onboarding to long‑term engagement
• Identify drop‑off moments and experience gaps that are costing us customers
• Own initiatives to improve onboarding flows and early‑stage activation

Retention Initiatives & Experimentation

• Develop hypotheses and run experiments — lifecycle communications, CRO tests, loyalty mechanics, win‑back campaigns, cancellation flows
• Build and maintain automations that support retention at scale — triggered flows, at‑risk alerts, personalised sequences
• Use AI to generate ideas, draft copy, simulate scenarios, and iterate faster
• Track the impact of every initiative and iterate based on results
• Document what worked, what didn’t, and why

AI & Automations

• Build and maintain automations that support retention initiatives at scale
• Proactively explore how AI can improve the way we understand and respond to churn
• Stay current with new tools and bring ideas to the table before anyone asks

What You Bring

• Proven experience diagnosing churn, not just reporting on it, but getting to the root of it
• Comfortable working with data: cohort analysis, funnel metrics, A/B test results
• Hands‑on experience with customer journey mapping, onboarding optimisation, or CRO
• Experience building automations: triggered flows, lifecycle sequences, or similar
• Able to turn messy data into a clear point of view and present it to senior stakeholders
• Has worked across multiple products or brands
• Uses AI tools beyond basic prompts and actively looks for ways to automate and improve workflows

Recruitment Process

1. Apply - A simple form that helps us know who’s stepping into our world.
2. Ribbon AI Interview - Ribbon is a short, guided video step that helps us understand your thinking style in a calm, private space.
3. Text Task - A small real‑world challenge so we can see how you approach problems in action.
4. Interview - A conversation with your manager to feel the work chemistry, get to know each other, and explore what we could build together.

Fixed Service Fee

2,500 - 2,800 euros after taxes (depending on your skills, competencies, and experience).

Perks & Benefits

• Full flexibility with your schedule in a fully remote setting, while Hubstaff ensures transparency and fairness.
• Complimentary gym memberships and company‑sponsored outdoor adventures for your strength and to keep your physical well‑being in check.
• A personal development budget is at your disposal for your personal and professional growth to ensure you keep growing continuously.
• Generous paid time off, including parental leave and vacation days, to recharge and rejuvenate and ensure you’re well‑rested.
• A budget for your home office setup so you’re comfortable working how you like and where you like.
• Strong company culture and a network of unique individuals that celebrate you.

Eligibility & Location Requirements

This role is 100% remote.

• Our tribe works primarily in the Eastern European Time Zone (EET — UTC+2/UTC+3). We also use Revolut for payments, so we are open to hiring candidates in countries where Revolut payments are supported.
• For full‑time roles, we ask that you’re available for at least 5 hours during typical EET working hours — it keeps collaboration smooth and communication easy. (This doesn’t apply to part‑time roles.)

Currently, we are hiring in Albania, Bosnia and Herzegovina, Croatia, Czech Republic, Estonia, Greece, Georgia, Kosovo, Latvia, Lithuania, Moldova, Montenegro, North Macedonia, Poland, Portugal, Romania, Slovakia, Malta, Slovenia, Serbia, Cyprus, Bulgaria, Hungary, Netherlands, the United Kingdom, and South Africa.