Senior Retention Lead

Overview

MiFinity is seeking a commercially minded, data-driven Senior Retention Lead to take ownership of lifecycle marketing, CRM, customer engagement, loyalty and reactivation across our global eWallet customer base. This role reports directly to the Chief Marketing Officer and will be accountable for improving activation, repeat usage, customer value and retention performance. 

About MiFinity

MiFinity is a regulated fintech company offering a wide range of digital payment services to over 1 million users in 223+ countries and territories. Our eWallet product is used by 1,200+ brands, and we are licensed by the UK FCA and the Malta MFSA, with offices in Dublin, Malta and Belfast. At MiFinity, we combine international reach with local expertise and a sharp focus on security, compliance and product innovation. 

Benefits

• Private Healthcare plan post probation.


• Generous Pension Scheme.


• Remote work allowance post probation beginning at 3 weeks in year 1 and increasing with tenure.


• Additional special leave days such as extra day for birthday/moving home, extra days for marriage, graduation, citizenship ceremony.


• Study and Exam Leave to further support career and educational growth.


• Continuous Development Program sponsoring further education through courses and workshops.

Role Purpose 

The Senior Retention Lead will establish senior ownership of customer value from within the Marketing structure. The role will shift retention from campaign activity to a measurable lifecycle discipline, with MiRewards loyalty program forming part of a broader retention, CRM, and engagement remit. 

Key Responsibilities

• Own the retention strategy across onboarding, activation, engagement, repeat usage, reactivation and churn reduction. 

• Lead CRM and lifecycle marketing using Clevertap as the automation platform. 

• Own MiRewards as part of the broader retention remit, including segmentation, reward strategy, offer mechanics, reporting and continuous improvement. 

• Build customer segmentation and lifecycle journeys based on behaviour, value, market, product usage and lifecycle stage. 

• Design and execute retention campaigns across email, push, in-app, SMS and other relevant owned channels. 

• Partner with Data/BI to build retention dashboards, define cohorts, track trends and surface actionable insight. 

• Run a disciplined testing programme covering A/B testing, dynamic content, personalised offers and journey optimisation. 


• Work cross-functionally with Product, Compliance, Customer Support, Commercial and Finance to improve customer value and reduce friction. 


• Establish clear governance so that campaigns are compliant, measurable, documented and delivered on time. 

Experience and Skills

• 6+ years in B2C retention, CRM, lifecycle marketing, loyalty, customer engagement or a closely related growth role. 

• Strong experience with CRM, marketing automation and lifecycle tools such as CleverTap, Braze, HubSpot or similar. 

• Demonstrable experience improving activation, repeat usage, reactivation, churn or customer value through data-led campaigns. 

• Strong analytical capability, including confidence working with cohorts, segments, dashboards and campaign performance data. 

• Experience developing loyalty, rewards or customer value programmes is highly desirable. 

• Fintech, payments, eWallet, app, marketplace, subscription or digital product experience preferred. 

• Strong stakeholder-management skills and the confidence to challenge Product, Data, Compliance and Commercial teams when customer outcomes require it. 

• Comfortable operating as a senior individual contributor initially, while using shared resources effectively.