Head of Retention

JoomPro is the first end-to-end cross-border B2B marketplace. We aspire to create a new level of service in the wholesale purchasing market. We give everyone, anywhere in the world, the opportunity to order goods from factories in China easily and efficiently. After a successful launch in Brazil, we are now expanding to Mexico to bring seamless wholesale trade to new markets.

JoomPro is one of the key businesses of Joom, an international tech-centric group of e-commerce companies founded in 2016 in Latvia. Joom Group also includes other businesses: Joom, a platform for global shopping; JoomPulse, a data platform that provides analytics and recommendations for marketplace sellers; and Onfy, a pharmaceutical marketplace in Germany. Joom Group has offices in Latvia, China, Portugal, Germany, and Brazil, with its headquarters in Lisbon, Portugal. We work as one international team, sharing knowledge and collaborating across countries, businesses and products.

We are looking for a dynamic and results-driven Head of Retention & Engagement to redefine our customer lifecycle. This isn't just about CRM; it's about building an unbreakable bond with our B2B clients, driving sustained engagement, and maximizing lifetime value through innovative, multi-channel strategies. If you're a strategic professional with a proven track record in cultivating customer loyalty and spearheading high-impact campaigns, this is your chance to make a massive impact.

Responsibilities

• Design and implement cutting-edge CRM, loyalty programs, and omnichannel reactivation campaigns across email, WhatsApp, and beyond
• Analyze complex customer data to identify opportunities, predict churn, and craft highly personalized activation and re-engagement initiatives
• Develop compelling, conversion-focused copy and content for all touchpoints, ensuring consistent brand voice and powerful messaging
• Collaborate on high-value content like whitepapers and webinars, and execute impactful engagement initiatives around industry events and trade shows
• Implement rigorous A/B testing across all campaigns (emails, landing pages, ads) to continuously boost performance and ROI

Requirements

• 5+ years of hands-on experience leading and executing end-to-end B2B retention, CRM, and engagement strategies, with a strong focus on loyalty and reactivation
• Proven expertise in CRM platforms (HubSpot preferred), with a track record of designing sophisticated workflows, automations, and nurturing funnels
• Exceptional copywriting skills with a knack for crafting persuasive and engaging content for diverse digital channels, including email and WhatsApp
• Demonstrated success in driving customer loyalty, implementing omnichannel strategies, and reactivating dormant users
• Strategic thinker with a proactive, results-oriented mindset and a passion for innovative problem-solving
• Strong collaborative spirit and experience partnering effectively with sales, product, and marketing teams
• Advanced English communication skills, Portuguese or Spanish is a plus

Preferred

• A background in e-commerce or B2B SaaS industries
• Experience with global markets and diverse customer bases

We offer

• Compensation package: base salary and performance-based bonuses, CLT employment
• Office-first: flexible hours with a possibility to work remotely 52 days per year, and 30 days of paid annual leave
• Care & Wellbeing: extended health insurance for the employees, their spouses, and children (including dental care), transportation and daily meal allowance, and 100% paid sick leave
• Team & Growth: collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions, professional trainings, and English courses
• Community & Engagement: annual team building activities, knowledge-sharing workshops, and a strong sense of team work

Before applying for the above position please review our Candidate Privacy Notice here: https://legal.joom.com/recruit... By responding to the vacancy, you acknowledge that you have read our Privacy notice.