Excited about making a significant impact in the travel industry? Our client is a renowned travel management agency is committed to providing exceptional advertising solutions tailored to meet the unique needs of their clients. With a focus on leveraging pay-per-click (PPC) advertising, they strive to maximize customer engagement and drive superior results. They are currently seeking a dedicated and empathetic Customer Retention Specialist to ensure the highest levels of customer satisfaction and loyalty.
The Role:
As a Customer Retention Specialist, you will play a crucial role in nurturing and retaining an existing customer base. Your primary objective will be to implement strategies that enhance customer loyalty and maximize their lifetime value. You will work closely with the marketing team to develop and execute customer-centric campaigns, loyalty programs, and engagement initiatives, ensuring that the customers continue to choose the company for their travel needs.
Key Responsibilities:
- Develop and execute customer retention strategies that aim to increase customer satisfaction and loyalty.
- Analyze customer data and behavior to identify opportunities for enhancing the customer experience.
- Segment the customer base and tailor retention initiatives to different customer segments.
- Create and manage loyalty programs, referral programs, and incentive campaigns to encourage repeat business.
- Design and implement SMS and email automation campaigns to keep customers engaged and informed.
- Develop and execute personalized communication strategies through various channels to engage with customers, including email marketing, SMS, and social media.
- Collaborate with the marketing team to create compelling content and campaigns that resonate with existing customers.
- Monitor and track customer feedback, reviews, and ratings to identify areas for improvement and address customer concerns.
- Work closely with the customer support team to ensure a seamless and satisfying customer experience.
- Establish and measure key performance indicators (KPIs) to track the success of retention efforts.
- Continuously stay updated on industry trends and best practices in customer retention and incorporate them into a strategy.
Qualifications:
- Proven experience in customer retention, CRM, or a similar role in the travel or related industry.
- Strong understanding of customer segmentation and data analysis.
- Proficiency in marketing automation tools and CRM software.
- Knowledge of the travel industry and its dynamics is a significant advantage.
- Proficiency in English at the highest level, both written and spoken.
What we offer:
- Prime Location: The company’s office is strategically located in the heart of Riga.
- Resourceful Environment: Access all the tools and resources you need to excel in your role.
- Competitive Compensation: Salary starting from 2200 EUR gross based on your prior experience.
- Health Insurance: We care about your well-being and provide health insurance coverage after completing the probation period.
- Fuel for Productivity: Relish Rocket Bean coffee, tea, and sweets available in the lounge room 24/7.