FREELANCE : Customer Journey Expert : Retention & Churn
We're looking for a senior Customer Journey Expert to take full ownership of customer retention and churn reduction within a large, data driven organisation.This is a hands on delivery role, not a slideware or advisory position. The focus is on turning insight into action and owning retention outcomes end to end.
The contextEstablished customer base with strong data, analytics and marketing capabilitiesRetention is the priority, not acquisitionSquad based model already in place (data analysts, data scientists, marketing)The challenge is not lack of insight, but lack of clear ownership and execution
This role exists to bring direction, creativity and accountability to churn initiatives that have a direct impact on revenue.
The role:
You will:Own the customer retention and churn strategy end to endDesign, test and execute impactful, non-standard retention campaignsTranslate data insights into actionable customer journeysAct as a lead within a cross-functional retention squadManage and align multiple senior stakeholdersMonitor performance and continuously optimise campaignsYou'll be expected to drive initiatives from concept through to execution and measurable results.
What we're looking for:
Must-haveProven experience in customer retention and/or churn managementHands on ownership of retention or lifecycle campaignsStrong data driven mindset (comfortable with KPIs, metrics and insights)Experience working in cross-functional or squad based environmentsAbility to lead without formal authority and operate under pressure
Nice to haveBackground in CRM, lifecycle marketing or customer journey optimisationExperience coordinating or leading squadsStrong collaboration with data science teams
What this role is notNot a pure UX roleNot a junior CRM or campaign execution roleNot a data analyst positionNot strategy-only without delivery responsibility
Ideal profileSomeone who has already owned churn problems, built and launched retention campaigns themselves, works confidently with data teams, and is comfortable being accountable for results.