Customer Retention Manager - Remote

About Trafilea Trafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. In addition to our products, we have our own online community dedicated to promoting body positivity. As a rapidly growing global player, Trafilea is committed to creating high-quality products and services that enhance the customer experience and drive long-term growth.

View email address on trafilea.recruitee.com: Work across multiple brands, leverage data-driven strategies, and drive rapid growth in a dynamic remote work environment. We have 3 business lines with brands based on digital marketing & growth strategies.

Revel Beauty and Spa Dr.

Our content and subscription Brand: The BodCon.

At Trafilea, subscription retention isn’t just about renewals—it’s about creating long-term value, seamless experiences, and unlocking sustainable revenue growth. As Retention Manager – Subscriptions (Apparel), you will be at the forefront of driving recurring revenue from our existing paid members while unlocking untapped opportunities within our 10M+ customer base. Through data-driven experimentation, automation, and lifecycle marketing, you will craft and optimize multi-channel retention strategies—leveraging Email, SMS, Push Notifications, and Paid Media to engage members and convert non-subscribers into loyal customers. Working cross-functionally with Data Science, Creative, IT, and Growth teams, you will prioritize high-impact campaigns, implement advanced retention methodologies, and scale winning strategies. If you are a subscription growth expert who thrives in fast-paced, data-driven environments and loves building retention strategies that drive profitability, this role is your opportunity to shape the future of subscription retention at Trafilea.

Monitor key indicators such as Activation Rate, Churn Rate, Net Collection Rate, LTV, Survival Rates, AOV, Repurchase Rates, Trial Conversion Rate, and % of orders with subscription across all programs.

Customer Communication & Lifecycle Management: Oversee the subscription communication calendar, managing creative production, segmentation, copywriting, and ensuring alignment with overall brand strategy and lifecycle moments. Propose new calendar improvements based on benchmarks (top leading companies in Apparel Subscription model) while also managing lifecycle moments to tackle with Customer Communication flows on E-mail and SMS.

Weekly Reporting and Analysis: Prepare and deliver weekly performance reports by program, covering revenue, profit, repurchase rates, customer growth, and channel metrics (CTR, CVR, Unsubscription Rate), highlighting blockers and improvement areas.

• Daily & Weekly Operational Cadence: Participate in daily and weekly team rituals, reporting on priorities, results, channel performance, and potential blockers.
• Strategic Planning & Roadmapping: Define strategic maps for each subscription program, setting quarterly goals and building a detailed roadmap of initiatives, deadlines, and accountable owners.
• Customer Segmentation & Prioritization: Analyze customer clusters and RFM segments to map opportunities, define priority matrices per segment, and identify key behavioral patterns influencing retention.
• Testing Calendar & Channel Management: Lead the testing roadmap for subscription programs across Paid Media, E-mail, SMS, and Push channels to optimize performance and retention.
• Tech Stack & Website Optimization: Identify and manage website and tech development needs related to subscription performance, collaborating with IT to prioritize and execute backlog items.
• Data & Dashboard Optimization: Conduct weekly reviews with Data & BI teams to refine subscription dashboards, ensuring accurate tracking of all cohort and channel metrics.
• SHM Club, Autoship) to ensure subscription strategy execution, reporting key metrics, and driving continuous improvement in customer retention and loyalty programs.

5+ Years of Experience in CRM, Retention & Subscription Programs: Solid background in managing customer retention strategies, with proven experience in subscription-based business models (mandatory). Cohort metrics deep knowledge and proven track record of Subscription an Loyalty programs success in the digital landscape Ecommerce brands, Retail Apps and Apparel brands preferably

• Deep Knowledge of Customer Segments & Direct Marketing: Skilled in analyzing customer behavior and leading targeted retention initiatives.
• Hands-on Expertise in CRM & Marketing Platforms: Strong experience managing Own Channels (E-mail, SMS) campaigns; Bachelor’s Degree in Relevant Field: Business, Engineering, Marketing, Analytics, or related studies.
• Open-minded, empathetic professional, passionate about continuous improvement and personal/professional growth.
• Strong Communication & Listening Skills: High active listening ability, with strong interpersonal skills to manage teams, stakeholders, and conflict resolution.
• You’re always learning, always testing, and eager to explore how AI and new technologies can improve our approach.
• Committed to high-quality execution, with excellent follow-through and organizational discipline.
• Excellent organizational and project management skills. You can manage multiple priorities, keep the team on track, and deliver high-quality results under tight deadlines.
• Time Management & Flexibility: Able to prioritize effectively, adapt to dynamic environments, and ensure timely delivery of results.
• Language & Technical Skills: Advanced English proficiency (oral and written) is mandatory; Spanish and knowledge of Data Science, SQL, or analytics tools are a strong plus

✨ Basic knowledge of front-end tools, technical tracking, or experience working alongside engineering teams.

Collaborate with world-class talents in a data-driven, dynamic, energetic work environment.

Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion.

Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more!

We've been recognized by Forbes and FlexJobs as one of the Top 25 Companies for Remote Workers.