Company Overview

The organisation provides digital financial products designed to help customers manage financial activities through accessible and technology-enabled services. Its customer experience function focuses on improving engagement, encouraging sustained product usage and building long-term relationships through relevant communication and continuous service improvement.

Role Summary

The Customer Retention & Lifecycle Specialist will develop and implement initiatives that improve customer engagement, reduce churn and strengthen long-term adoption of digital financial products. The role combines lifecycle communication, behavioural analysis, customer segmentation and retention campaign execution to ensure customers receive relevant guidance at each stage of their relationship with the platform.

Working with marketing, product, customer support and analytics teams, the specialist will identify engagement opportunities and use measurable outcomes to refine customer retention strategies.

Key Responsibilities

• Develop lifecycle engagement initiatives for new, active, inactive and at-risk customers.

• Identify customer drop-off points and recommend interventions to improve activation and retention.

• Design and coordinate customer communication campaigns across email, in-app messaging and other approved channels.

• Segment customers based on product usage, engagement patterns and lifecycle stage.

• Analyse retention rates, churn indicators, repeat usage and campaign performance.

• Collaborate with product teams to improve onboarding journeys and reduce friction in key customer workflows.

• Conduct experiments to evaluate communication strategies and engagement improvements.

• Maintain lifecycle campaign schedules, documentation and performance reports.

• Ensure customer communications comply with applicable privacy, consent and marketing requirements.

• Recommend improvements based on customer feedback, behavioural data and campaign results.

Requirements and Qualifications

• Bachelor’s degree in Marketing, Business, Communications, Economics or a related field.

• At least three years of experience in customer retention, lifecycle marketing, CRM or customer engagement.

• Experience working with digital products, preferably in fintech, banking, payments or financial services.

• Familiarity with CRM platforms, marketing automation tools and customer segmentation methods.

• Strong analytical skills and experience measuring retention, engagement and campaign performance.

• Understanding of A/B testing and data-informed campaign optimisation.

• Excellent written communication, planning and cross-functional collaboration skills.

• Knowledge of customer data privacy and consent requirements is an advantage.

Benefits

• Remote working arrangement within Estonia.

• Competitive compensation based on relevant experience.

• Opportunities to develop expertise in customer lifecycle strategy and fintech products.

• Professional learning and development opportunities.

• Collaborative environment focused on customer experience, engagement and measurable outcomes.

Application Instructions

Candidates should submit an up-to-date CV and a concise cover letter highlighting their customer lifecycle experience, retention initiatives and analytical capabilities. Applicants are encouraged to describe measurable improvements in customer engagement, activation or retention achieved through previous projects.

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