Retention Manager

About this role

ABOUT KIWI.COM

Kiwi.com is a leading global travel-tech company headquartered in the Czech Republic. Our innovative algorithm enables users to find better route options and prices other search engines can’t see, daily performing billions of price checks across 95% of global flight content. Are you bold, bright and curious? Join a global business that’s still got a start-up heart.

ABOUT THE CUSTOMER RETENTION TEAM

We turn one-time bookers into loyal, repeat Kiwi.com travelers across the entire lifecycle. Operating as a high-talent, AI-native squad, we treat our database as a growth engine—running omnichannel campaigns for millions of customers while leveraging AI to segment more effectively, personalize at scale, and ship faster. If you want your work to directly drive customer lifetime value and company revenue through constant experimentation, you’ll fit right in.

WHAT YOU WILL DO

- Shape and drive the overall retention and lifecycle marketing strategy by turning business goals into CRM initiatives that directly boost repeat bookings, engagement, and customer loyalty.

- Own lifecycle communications end-to-end across email, push, in-app, and web banners—partnering closely with product teams to keep touchpoints seamless, consistent, and impactful.

- Plan, execute, and optimize high-impact omnichannel campaigns from audience definition to launch, using A/B testing and cohort analysis to continuously refine performance.

- Integrate AI tools into your daily workflow to brainstorm ideas, build ROI estimates, draft and variant-test copy, refine segmentation, and automate routine tasks into repeatable processes.

- Drive key retention KPIs like repeat booking frequency, customer lifetime value, and churn reduction while partnering with data teams to turn cohort insights into quick decisions.

- Scale automated programs by finding fresh opportunities where AI and automation can close gaps in personalization and lifecycle journeys.

- Collaborate cross-functionally as the go-to partner for retention topics, aligning lifecycle strategies with broader company milestones.

WHAT YOU WILL NEED

- Fluent English skills (both written and spoken) with a knack for communicating clearly, thoughtfully, and empathetically across global teams.

- A proven track record in CRM, lifecycle marketing, or retention where you’ve successfully designed and scaled customer engagement strategies.

- Hands-on comfort with AI tools, including effective prompting, chaining AI into real daily workflows, and critically evaluating outputs to build smarter campaigns.

- An analytical mindset with strong proficiency in reading customer data, identifying patterns, and turning insights into direct action.

- Deep familiarity with customer lifecycle management, segmentation, A/B testing, personalization, and marketing automation tools.

- Strategic vision combined with execution strength—you love setting the direction just as much as launching the campaigns yourself.

- Warm stakeholder management skills that make building relationships, aligning goals, and influencing teams feel effortless.

- A natural sense of ownership and accountability—you view the customer database as a space to innovate and take full pride in your outcomes.

WE OFFER YOU

- We give our employees the freedom to choose between the environment of work from home and our modern office located in ZET Nová Zbrojovka with an in-house gym, masseur, sleeping spots, canteen, showers, chillout zones, free refreshments, Rebelbeans coffee, garage for cars/motorbikes/bicycles.

- We enjoy benefits, such as meal vouchers, 25 days of paid vacation, Cafeteria, sick days, VIP Medical Care, Multisport card, Makro Cash & Carry Card, Employee Assistance Program, and career development framework.

- Annual financial bonus based on company and individual performance.

- Relocation package (including visa transfer support).

- Flight vouchers to celebrate your Kiwi anniversaries.

- Grow.Kiwi program which supports parents and keeps them engaged with the company.

- Dogs are welcome in our offices.

INTERESTED? JOIN US AND HELP US MAKE TRAVEL MORE ACCESSIBLE TO ALL.

Kiwi.com is proud to be an equal opportunity workplace and employer. We review applications for employment without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Throughout the recruitment process and for some time after it’s finished, we’re going to process your Personal Data. You can find all the necessary information in our Privacy Policy available at: https://jobs.kiwi.com/recruitment-privacy-policy/.

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