Customer Engagement Manager

Happy Mammoth is a fast-growing natural food tech business selling across the United States, Australia and Europe. We specialize in formulating, producing, and marketing gut, digestive and microbiome health foods and natural supplements, designed to help our clients make long-lasting positive health changes and start living very full lives again.

We are currently looking for an experienced Retention Manager to join our dynamic, international team of experts, where you'll play a key role in developing and implementing strategies to drive customer loyalty and long-term engagement.

This is a full-time remote contractor position.

Responsibilities
 

• Developing and implementing retention strategies: Crafting and executing programs designed to keep customers loyal, such as loyalty programs, personalized marketing, and special offers.
• Analyzing customer data: Studying customer behavior and identifying trends to understand why customers leave and how to retain them, using data-driven insights to refine strategies.
• Managing customer engagement initiatives: Creating and overseeing initiatives like newsletters, promotions, and events to keep customers actively engaged with the brand.
• Gathering and responding to customer feedback: Collecting feedback to address issues, enhance the customer experience, and improve products or services.
• Collaborating with other departments: Working closely with marketing, paid media, and customer service teams to ensure a seamless and positive customer experience across all touchpoints.
• Tracking and reporting on retention efforts: Monitoring the effectiveness of retention strategies, providing regular updates to senior management, and making recommendations for improvement.
• Optimizing LTV and AOV: Developing strategies to increase customer Lifetime Value and Average Order Value through retention initiatives.
• Developing  and Optimize retention-focused KPIs: Establish specific KPIs to measure customer satisfaction, retention rates, churn, and overall success.

Requirements
 

• 5+ years of experience as a Retention Manager or in a related role with a DTC/eComm brand,
• Direct experience in the Supplement category and/or natural health is an advantage,
• Proven track record of developing and implementing  successful long-term retention strategies that align with overall business objectives,
• Proficiency in data analysis to identify trends, customer behavior, and churn risks,
• Hands-on experience with Customer Relationship Management (CRM) systems,
• Experience in creating and executing loyalty programs, customer engagement campaigns, and personalized outreach,
• Experience leading teams and collaborating with marketing, paid media,  and customer service departments to enhance customer retention efforts.

What You Will Get

• A strong and flexible salary package 
• Paid holidays
• The flexibility of remote work from any location worldwide, whether it's your home, a co-working space, or a cafe.
• A vibrant, inclusive, and nurturing work environment with talented colleagues from across the globe
• The chance to contribute to the ongoing expansion of our global presence
• Flexible working hours
• Opportunities for professional growth and development
• Free access to books, courses, and other resources to enhance and broaden your skill set.
• A dynamic work environment filled with diverse challenges, ensuring each day is infused with excitement and variety.
• The chance to be part of our thrilling and number one mission to foster positive health changes for clients, guiding them towards rediscovering profoundly fulfilling lives.

CVs must be in English