Retention Lead

Gathern

The Retention Lead will be responsible for increasing customer retention, repeat bookings, loyalty, and customer lifetime value through CRM, lifecycle marketing, segmentation, and engagement strategies. The role will focus on building long-term relationships with users while improving reactivation and repeat usage across the platform.

Key Responsibilities

• Own customer retention and repeat booking strategy across CRM and lifecycle channels
• Develop segmented retention journeys based on user behavior, booking history, and engagement patterns
• Lead reactivation campaigns targeting dormant and inactive users
• Work closely with CRM, Product, Brand, and Data teams to improve loyalty and engagement initiatives
• Build personalized communication strategies across push notifications, email, in-app messaging, SMS, and remarketing
• Monitor churn trends and identify opportunities to improve customer lifetime value
• Drive experimentation and A/B testing for engagement and retention performance
• Develop loyalty and membership growth initiatives aligned with business objectives
• Analyze retention cohorts and performance metrics to improve long-term user value
• Build dashboards and retention reporting frameworks for leadership visibility

• 5+ years experience in CRM, Lifecycle Marketing, Retention, Growth, or Loyalty Marketing
• Strong understanding of customer lifecycle management and retention strategies
• Experience with CRM automation platforms such as Braze, MoEngage, Salesforce, or similar
• Strong analytical mindset with experience in cohort analysis and segmentation
• Experience working closely with Product and Data teams
• Strong communication and stakeholder management skills

Success Metrics

• Repeat Booking Rate
• Monthly Active Users
• Customer Retention Rate
• Reactivation Rate
• Customer Lifetime Value (LTV)
• Churn Reduction
• CRM Engagement Metrics