Customer Engagement and Retention Specialist
Join the best bank to work for in Bulgaria*
Who we are:
Do you want to join a well-established bank with a start-up culture? No, we’re not joking!
We, at tbi, have been one the most profitable banks for years and we are growing at a fast pace. We’re a bank with a long history of success that operates as a start-up and we’re always on the lookout for new opportunities to grow our business. How do we do that?
It's all about our people. Our team is made up of brave, passionate and caring people who don’t just want to follow the same path – we want to transform into mobile-first, state-of-the-art lifestyle ecosystem. Our colleagues love working here – 80% of them would recommend tbi as an employer to their friends and family. Our people are engaged in challenging and meaningful work, inspired to grow their potential and career, encouraged to learn and empowered to take decisions. That’s not corporate babble, it’s what our people say.
Do you want to play a key role in our unique success story?
If so, we're looking for a Customer Engagement and Retention Specialist to join our team on our journey to success!
The Customer Engagement and Retention Specialist is responsible for planning and coordinating customer engagement, retention, and reactivation campaigns across the customer lifecycle. The role focuses on practical campaign delivery, ensuring timely launches, consistent customer communications, and close coordination with Marketing, Product, and Journey Owners. The position contributes directly to improving customer engagement and retention by monitoring campaign performance and continuously optimizing customer communications in line with Customer Lifecycle Solutions (CLS) objectives.
What You’ll do:
Plan and coordinate customer engagement, retention, and reactivation campaigns across all lifecycle stages
Coordinate campaign calendars and communication volumes with Marketing, Product teams, and Journey Owners
Ensure timely, consistent, and effective customer communications across all channels
Coordinate campaign execution within the team to ensure smooth and timely launch and delivery
Organize testing, launch, and monitoring of campaigns, ensuring stable execution and minimal operational impact
Monitor campaign results, customer engagement levels, and key KPIs, and propose optimization actions
Contribute to the continuous improvement of CLS methodologies, processes, and contact policies
Support onboarding, guidance, and day-to-day coordination of junior team members when required
