Retention Manager

About the role

The Retention Manager will shape and drive Kiwi.com’s lifecycle marketing strategy, turning business goals into CRM initiatives that boost repeat bookings and customer loyalty. You will own end‑to‑end communications across email, push, in‑app and web banners while collaborating closely with product and data teams.

Key responsibilities

• Design and execute omnichannel campaigns, from audience definition to launch, using A/B testing and cohort analysis.
• Integrate AI tools into daily workflows for idea generation, copy drafting, segmentation and automation.
• Drive core retention KPIs such as repeat booking frequency, customer lifetime value and churn reduction.
• Scale automated programs by identifying AI‑driven personalization opportunities.
• Partner cross‑functionally as the go‑to expert on retention topics, aligning lifecycle strategies with company milestones.

Required profile

• Fluent English with strong written and verbal communication skills.
• Proven track record in CRM, lifecycle marketing or customer retention.
• Analytical mindset with ability to read data, spot patterns and act on insights.
• Experience managing stakeholder relationships and influencing cross‑functional teams.
• Ownership mentality and accountability for database‑driven results.

Required skills

• Hands‑on experience with AI tools and effective prompting.
• Deep familiarity with customer lifecycle management, segmentation and personalization.
• Proficiency in A/B testing and marketing automation platforms.

What we offer

• Choice between remote work or office in Prague (Karlin district) with gym, canteen, showers and more.
• Meal vouchers, 25 days paid vacation, Multisport card, VIP medical care and other benefits.
• Annual performance‑based bonus and relocation package with visa support.
• Flight vouchers for anniversaries, parental support program and dog‑friendly office.