Retention and Loyalty Specialist

Bucuresti Full time Mid-level

As a Retention and Loyalty Specialist in the Growth team at 123FormBuilder you will be responsible for the user lifecycle from signup to upsells and churn prevention. You will own the marketing automation but also impact user experience in the product. You will work on 3 of the 5 pillars of our growth framework – Activation, Revenue and Retention.


  • Build a retention strategy and implementing it to prolong the user retention and engagement to ensure high lifetime value
  • Analyse and optimise the current onboarding & retention processes taking into account the user experience and the impact on the business and OKRs
  • Identify usage trends in the product and optimise/create flows based on these
  • Responsible for the email marketing strategy and customer lifecycle
  • Managing the creation & execution of outbound direct marketing campaigns
  • Drive and optimize key metrics as CTR, open rates, engagement and retention
  • Provide recommendations and advises upon optimization solutions in the context of campaign mechanisms: selection criteria, channels of targeting, A/B testing, success measurement and establish expected volumes for communications
  • Innovating and coming up with new ways to establish a better user engagement
  • Develop promotional and informational content strategies to maximize customer retention
  • Define customer programs and web-portals to increase customer experiences


  •  Monitor onboarding and churn rate
  • Monitor reports from Innertrends – Onboarding and Retention
  • Facilitating compelling customer communications which drive engagement, retention, and ultimately lifetime value
  • Analyse flows and propose changes to improve the onboarding rate and churn rate
  • Work with CRO specialist to create customer personas
  • Work with other stakeholders to develop workflows to increase customer lifetime value
  • Monitor NPS, highlight pain points and propose solutions to fix these pain points
  • Create and optimize email campaigns to improve onboarding and reduce churn
  • Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us
  • Find new opportunities for content creation (how-to’s) to improve churn

KPIs : Renewal revenue, churn rate, upsell (P2P & other revenue streams), paid users
onboarding rate
Main focus: Renewal business (users paying from the 2nd time forward)


  • 2 years experience in a similar position, preferably in the tech niche
  • Previous experience with marketing automation and analytics tools
  • Workflow creation experience, including setting up different emails to different groups based on behavioral data
  • Ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems.
  • Demonstrated ability to analyze data, as you’ll need to have an understanding of campaign successes and failures
  • Ability to actively anticipate customers’ needs and aim to exceed them
  • Ability to prioritize initiatives and communicate clearly across the company
  • Highly organized with the ability to work on multiple tasks at once, scoping out work, and creating efficient workflows


  • Attractive salary package
  • Meal tickets
  • Yearly bonus based on company growth and individual achievements
  • Private medical insurance
  • Partial reimbursement for glasses / contact lenses
  • Full access to gyms/fitness centers across the country for you and your spouse (7Card)
  • Birthdays celebration with birthday cakes and gift vouchers
  • Social gatherings and events, workshops, hackathons, happy hours and company retreats
  • Professional growth opportunities such as training, online courses, conferences
  • Access to relaxation rooms with Xbox, ping pong, board games and more
  • Daily on-site massage
  • Flexible work schedule
  • Memorable team buildings
  • Health in a basket full of fruits daily + breakfast snacks
  • Rivers of coffee, tea and soft drinks

About the company

We believe in easily gathering data to improve business so we're developing a powerful online form builder that allows anyone to create forms and surveys as easy as 1-2-3. With 3 brands in our portfolio and an investment from 3TS Capital Partners, we're rapidly growing and looking for talented web developers to join our team.

Our systems are 100% built on the scalable infrastructure of AWS. We're working with cutting edge technology to measure and understand user behaviour and ultimately take data-driven decisions.