CX & Retention Lead
Core
Design and execute end-to-end customer experience strategies to drive repeat purchases, build loyalty, and turn customers into advocates for a D2C pet nutrition brand.
Role type
Senior Customer Experience & Retention Lead
Builds
Customer loyalty programs, lifecycle email/WhatsApp sequences, and community initiatives for pet owners.
Domain
D2C E-commerce / Pet Nutrition
Deliverable
product features
Required skills
Customer experience strategy, retention strategy design, CRM/helpdesk management, email marketing, WhatsApp marketing, data analysis, SOP creation, community management
Preferred skills
Subscription model experience, lifecycle marketing tools (Klaviyo, WebEngage, MoEngage), pet industry knowledge
Technologies
Freshdesk, Gorgias, Zendesk, Klaviyo, WebEngage, MoEngage
Responsibilities
Manage customer queries across email, WhatsApp, and social channels; design and execute retention campaigns; optimize CRM/helpdesk tools; analyze customer feedback to drive product/ops improvements; track retention metrics (NPS, CSAT, churn); create communication SOPs and training docs; build community engagement initiatives.
Seniority
Mid-level, hands-on IC
