Curn Specialist | DTC E-commerce | 100% Remote EU

Foxelli Group

4d•$2,500 - $2,800•Remote

About The Position

We're looking for a Churn Specialist to help us get closer to our customers - understand what they actually need, spot where we're falling short, and find ways to retain them. You'll work across multiple Foxelli Group brands, investigate the full customer lifecycle and turn data into initiatives that actually move the needle on retention. You won't just track churn numbers. You'll own the thinking behind what is happening with the brand and drive the ideas to help retain our customers.

Requirements

Proven experience diagnosing churn, not just reporting on it, but getting to the root of it
Comfortable working with data: cohort analysis, funnel metrics, A/B test results
Hands-on experience with customer journey mapping, onboarding optimisation, or CRO
Experience building automations: triggered flows, lifecycle sequences, or similar
Able to turn messy data into a clear point of view and present it to senior stakeholders
Has worked across multiple products or brands
Uses AI tools beyond basic prompts and actively looks for ways to automate and improve workflows

Responsibilities

Analyse churn patterns across multiple Foxelli brands - when customers drop, which segments are most at risk, and what's driving it
Research competitors and benchmark what best-in-class retention looks like in our space
Use AI tools to accelerate research, surface insights, and identify patterns
Build a clear picture of our customers - their motivations, frustrations, and what "good enough to stay" actually means to them
Audit the full customer lifecycle with a churn lens - from first-touch onboarding to long-term engagement
Identify drop-off moments and experience gaps that are costing us customers
Own initiatives to improve onboarding flows and early-stage activation
Develop hypotheses and run experiments - lifecycle communications, CRO tests, loyalty mechanics, win-back campaigns, cancellation flows
Build and maintain automations that support retention at scale - triggered flows, at-risk alerts, personalised sequences
Use AI to generate ideas, draft copy, simulate scenarios, and iterate faster
Track the impact of every initiative and iterate based on results
Document what worked, what didn't, and why
Build and maintain automations that support retention initiatives at scale
Proactively explore how AI can improve the way we understand and respond to churn
Stay current with new tools and bring ideas to the table before anyone asks