Customer Retention Marketing Specialist 

Job Description

Key Accountabilities

• Develop and own the end-to-end retention and engagement strategy across the full product suite, translating data insights into a clear roadmap that reduces churn and grows customer lifetime value
• Build, test, and optimise lifecycle canvases, journeys, and automations within Braze to a high standard, ensuring every customer touchpoint reflects the brand’s commitment to exceptional experience
• Design and execute cross-sell campaigns that drive multi-product adoption and increase average revenue per user, while maintaining strong customer experience standards
• Partner with the Data team to build customer segmentation and personas, creating targeted, personalised campaigns across onboarding, engagement, cross-sell, and win-back lifecycle stages
• Own customer content end-to-end, including weekly newsletters and market updates, coordinating compliance review and ensuring all communications meet regulatory standards
• Monitor and report on campaign performance against churn, retention, customer lifetime value, and engagement metrics, using data to guide ongoing optimisation
• Act as a trusted reference point on retention best practice and Braze expertise for the wider marketing team

Ideal Experience

• Essential: Hands-on, proven experience owning and managing Braze end-to-end in a live production environment, having personally built, tested, and launched multi-step canvases and automations
• Demonstrated track record of lifting both acquisition and retention metrics through strategic CRM campaigns, with measurable impact on customer growth and revenue outcomes
• Significant experience in retention, lifecycle, or CRM marketing roles within wealth management, investment platforms, fintech, or financial services, with strong understanding of regulatory requirements for marketing communications
• Strong capability to interpret complex churn, customer lifetime value, and engagement data, translating insights into actionable strategic priorities and multi-stage lifecycle campaigns
• Strong copywriting ability across email, in-app messaging, and customer communications, with experience coordinating compliance in regulated environments

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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