Loyalty and Retention Specialist

Are you ready to make a real impact by shaping customer success and driving meaningful business growth? At ABAX Group, we are now looking for a Loyalty and Retention specialist to join our marketing team and take ownership of Net Revenue Retention (NRR) on our installed customer base, mainly for our smaller customer segments.

Using data-driven insights, you will enhance the customer journey, develop targeted campaigns, and implement strategies that foster long-term customer loyalty and growth.

Join a collaborative, results-driven team where you’ll have the opportunity to make a meaningful impact in shaping customer success and driving measurable outcomes.

Responsibilities:

• Develop and Optimize Retention Strategies: Own strategies (working closely with the account management teams) to reduce churn, drive retention, and align initiatives with business growth goals for the micro-segment.
• Customer Journey & Engagement: Analyze critical touchpoints like onboarding, adoption, upsell, and renewal, while building and executing lifecycle marketing campaigns to boost product adoption and engagement. Leverage channels such as push notifications, in-app messaging, email campaigns, and social media to re-engage inactive users and prevent churn.
• Collaborative Execution: Work closely with product, account management, and customer success teams to ensure a seamless, customer-centric journey.
• Data-driven decision-making: Leverage insights to identify at-risk customers, implement re-engagement campaigns, and prioritize improvements based on customer feedback.
• Customer Loyalty & Growth: Create referral programs, drive advocacy, and aim for increased NRR, CLTV, and customer satisfaction metrics (NPS, CSAT).
• Customer Feedback Program: Own ABAX customer feedback program, collecting and measuring NPS, CES, & CSAT.

We Believe You Have:

• Some years of experience in B2B community marketing, lifecycle marketing, or customer success, preferably in SaaS or product-led organizations.
• Experience collaborating across cross-functional teams, including Product, Marketing, and Customer Success, to deliver seamless customer experiences and optimize the customer journey.
• Proven track record of reducing churn and driving customer engagement through personalized lifecycle campaigns and customer-centric strategies.
• Hands-on experience with HubSpot CRM or similar marketing automation tools, including workflow design, segmentation, and reporting.
• Strong background in data-driven decision-making, including analyzing customer behavior, churn trends, and retention metrics to inform actionable strategies.

Key Competencies:

• Hands-on knowledge of HubSpot or other marketing automation platforms.
• Strong analytical and data interpretation skills to develop actionable insights.
• Communication and collaboration skills, with the ability to engage both customers and internal teams effectively.
• Good project management and organizational skills with the ability to manage multiple tasks and priorities.
• Excellent communicator, able to simplify complex concepts and reach different audiences.

If you don’t meet these criteria but believe you’re a strong match:

If you are not a 100% match for the position but feel you would still be a great fit, please contact us and share more about your background and how you would fit into the role.

Personal attributes:

We are looking for a person who recognizes our four values: enthusiastic, customer-centric, innovative, and sustainable. We believe that you are well-organized, and have a good ability to prioritize your tasks. At ABAX, we highly value teamwork where being a team player is essential for our continued success. The ideal candidate has a mindset that expects to be challenged, always looking for ways to work smarter, and is motivated by open continuous feedback on performance.

Other information:

• Location: Stockholm or Oslo
• Start date: As soon as possible
• Work extent: Full-time
• Remote Status: Hybrid – Team members are required to be in the office at least three days per week.

Background Check and Reference Verification:

Successful employment is contingent upon ABAX receiving satisfactory references.

As part of our hiring process, we perform a digital reference check through RefApp, an advanced online solution for managing this procedure.

Please be aware that a background check may be conducted simultaneously with the reference check.

Equal Opportunities:

At ABAX, we are dedicated to creating an inclusive environment for all our colleagues. This commitment extends to ensuring that our recruitment practices and processes are as inclusive as possible. We encourage applicants from all backgrounds to join us in strengthening our focus on equality and diversity in the workplace.