CRM Specialist - Retention TASC Labour Services L.L.C

The Retention Officer supports the execution and optimisation of CRM retention initiatives, ensuring lifecycle and engagement programms are delivered accurately, on time, and with strong performance visibility. Working closely with the Retention Manager, the role focuses on turning retention strategies into well-executed campaigns, journeys, and insights that drive repeat engagement, loyalty, and customer value. This role is hands-on, detail-oriented, and highly analytical, with a strong emphasis on campaign performance tracking, reporting, and operational excellence across CRM channels.

Accountabilities

• Support the execution of retention-led CRM campaigns and always-on journeys (e.g. post-flight, engagement, loyalty, inactivity, renewal, service-led comms).

• Assist in building, QA’ing, and deploying CRM communications across owned channels (email, push, etc.) in line with defined retention strategies.

• Ensure campaigns follow agreed business rules, segmentation logic, and frequency guidelines.

• Track and monitor campaign and journey performance against defined KPIs (opens, clicks, conversions, engagement, retention signals).

• Support post-campaign and post-journey analysis, identifying trends, opportunities, and areas for optimisation.

• Prepare clear and structured performance reports and presentations for internal stakeholders.

• Maintain organised trackers, calendars, and documentation for all retention initiatives.

• Ensure operational excellence across timelines, approvals, and campaign delivery processes.

• Support testing, measurement, and validation to ensure accurate performance tracking.

• Work closely with CRM Operations, Analytics, and Content teams to ensure smooth delivery of retention activity.

• Collaborate with creative, content, and operations teams to support campaign build, asset adaptation, and delivery at pace.

• Assist with localisation and translation processes for CRM campaigns across markets, ensuring accuracy, tone consistency, and alignment with brand standards.

• Contribute to process improvement initiatives and operational efficiencies within CRM campaign delivery.