Retention Manager

About the role

Kiwi.com is looking for a Retention Manager to lead its Customer Retention Team. You will shape and execute lifecycle marketing strategies that turn one‑time bookers into repeat travelers, directly influencing customer lifetime value and company revenue.

Key responsibilities

• Define and drive the overall retention and lifecycle marketing strategy, aligning CRM initiatives with business goals.
• Own end‑to‑end lifecycle communications across email, push, in‑app, and web banners, ensuring seamless and impactful touchpoints.
• Plan, launch, and optimise omnichannel campaigns, using A/B testing and cohort analysis to continuously improve performance.
• Integrate AI tools into daily workflows for idea generation, ROI estimation, copy testing, segmentation, and automation.
• Monitor and improve key retention KPIs such as repeat booking frequency, customer lifetime value, and churn.
• Scale automated programs by identifying new AI‑driven personalization opportunities.
• Collaborate cross‑functionally as the go‑to partner for retention topics, aligning lifecycle strategies with broader company milestones.

Required profile

• Fluent English communication skills, both written and spoken.
• Proven experience in CRM, lifecycle marketing, or customer retention, with a track record of designing and scaling engagement strategies.
• Strong analytical mindset, capable of interpreting customer data, spotting patterns, and turning insights into action.
• Strategic vision combined with hands‑on execution ability.
• Effective stakeholder management and collaborative skills.

Required skills

• Experience with AI tools and prompt engineering.
• Proficiency in marketing automation platforms.
• Knowledge of A/B testing methodologies.
• Customer segmentation and personalization techniques.