CRM & Retention Specialist

Description

**About Hockerty** Hockerty is an international custom fashion and e-commerce company. Since 2008, we have helped customers worldwide design customized clothing and footwear by combining technology, products, and a fully digital shopping experience. We are seeking a **CRM \& Retention Specialist** to strengthen our customer relationships, increase purchase recurrence, and develop new loyalty strategies. This is a full-time, on-site position at our offices in **Sant Cugat del Vallès**. **What will be your mission?** Your mission will be to design, execute, and optimize communication initiatives targeting our customer base, aiming to improve retention, purchase frequency, and the long-term value of each customer. You will collaborate closely with the Marketing, Product, Technology, and Customer Support teams to build a communication strategy that is relevant, personalized, and results-driven. **Key responsibilities** * Design and implement customer retention and loyalty strategies. * Plan and manage CRM campaigns via email and other direct communication channels. * Create communication calendars aligned with the customer lifecycle, commercial campaigns, and product launches. * Design and optimize automated journeys for onboarding, activation, repeat purchase, cross\-selling, re-engagement, and customer recovery. * Segment the database based on behavior, purchase history, interests, markets, and customer profiles. * Create and adapt commercial content for various communications. * Coordinate with Product and Marketing teams on messaging, promotions, news, and launches. * Propose initiatives to improve purchase recurrence, loyalty, and customer lifetime value. * Analyze campaign and automation performance using metrics such as conversion rate, recurrence, revenue, open rate, click-through rate, and unsubscribe rate. * Conduct A/B tests and propose data-driven continuous improvements. * Identify opportunities for personalization and automation using artificial intelligence tools. * Maintain up-to-date knowledge of CRM, retention, and e-commerce trends and best practices. **What are we looking for?** * Proven prior experience in CRM, retention, lifecycle marketing, marketing automation, or similar roles. * Experience working in digital companies, e-commerce, marketplaces, subscription-based businesses, or other online business models. * Practical experience managing customer campaigns, segmentation, and automations. * Ability to combine strategic vision with operational execution of campaigns. * Strong copywriting skills to produce clear, engaging, and conversion-oriented commercial content. * Analytical mindset and experience making data-driven decisions. * Ability to coordinate across departments and manage multiple projects simultaneously. * Advanced level of English, both written and spoken. * Native or fluent Spanish. **Especially valued** * Experience with CRM and marketing automation platforms. * Knowledge of digital analytics and data visualization tools. * Experience developing loyalty programs or personalization strategies. * Understanding of e-commerce metrics and customer lifetime value. * International experience or experience managing campaigns across multiple markets. * Practical knowledge and application of artificial intelligence tools for content creation, data analysis, improved segmentation, or process automation. * Basic HTML knowledge for editing email communications. **What do we offer?** * Join a growing, international, digital company. * Direct involvement in defining Hockerty’s retention strategy. * A role offering autonomy, initiative, and direct impact on the business. * Collaboration with Marketing, Product, Technology, and Customer Support teams. * A dynamic, practical, and results-oriented work environment. * Permanent contract. * Full-time position. * On-site position in Sant Cugat del Vallès. Salary: €30,000.00\-€40,000.00 per year Benefits: * Flexible working hours * Reduced working hours on Fridays * Company laptop * Free parking * Private health insurance Work location: On-site employment