Customer Experience & Marketing Specialist (F/M/D) Lisboa

Customer Experience & Marketing Specialist (F/M/D)
Lisboa
Lisboa, Lisboa, Portugal

About the role

We’re looking for a Customer Experience & Marketing Specialist to drive meaningful customer interactions, optimize our referral program, create customer journeys and communications and lead efforts to reduce churn while boosting loyalty and retention.

Your ultimate goal:

To increase Lifetime Value (LTV) by ensuring customers stay longer, engage more deeply, and refer others.

What will be your responsibilities?

Referral Program Leadership:

• Develop and promote the referral program, creating compelling messaging that drives participation.
• Test and refine referral incentives to maximize program success and customer acquisition.
• Use data and insights to continuously optimize referral touchpoints and user experience.

Customer Retention and Churn Reduction:

• Map and optimize the customer journey, identifying critical touchpoints where churn risk is highest.
• Craft clear, empathetic, and actionable communications that address customer concerns before they escalate.
• Develop educational content that empowers customers to use
  - service options, reducing the need for support calls.
• Monitor and analyze churn data to uncover trends and implement preemptive retention strategies.

Copywriting & Customer Communications:

• Write and design engaging,
  - driven content for email campaigns,
  - app messages, SMS marketing, and notifications.
• Personalize communication to build trust and reinforce the benefits of using 100% renewable energy.
• Develop FAQ articles, app content, and proactive notifications to reduce common support issues.

Gamification & Engagement:

- Use gamification techniques to keep customers engaged with the app and their energy usage.

- Design reward systems and loyalty initiatives that celebrate milestones (e. G. , sustainability achievements). Works with segmentation of customer database.

What you'll bring?

• Degree in Marketing, Digital Marketing, Communication, or Psychology or have an equivalent form of education;
  
  
  
  
• 3+ years of experience in customer engagement, copywriting, referral marketing, or retention strategies.
• Exceptional copywriting skills:
  
  You can craft clear, persuasive, and empathetic messages that drive action.
• Proven track record in reducing churn and improving retention rates in
  - based or
  - based businesses.
• Strong understanding of customer journey design and strategies to reduce friction in the user experience.
• Experience with gamification or designing rewards programs is a strong plus.
• Analytical mindset:
  
  Familiarity with tools like Google Analytics, Marketing Automation Platforms, or customer support platforms to track KPIs like churn rate, retention, and LTV.
• A passion for sustainability and renewable energy is highly desirable.

Nice to have (Bonus points)

- Certified in Email Marketing or journey builder;



- Knowledge of the
Spanish language.

If you see yourself as a dynamic person, an enthusiastic, and a great team player, this position is for you!

What awaits you on this journey?

• Health and Life insurance
• Birthday day off
• Team Building events outside of the box
• 24-hour psychological support line
• Discounted gym memberships
• You'll be working in a Great Place to Work and Best Workplace!
• Many other benefits to enjoy good times and take care of yourself!

Location:

Lisbon

Work type:

100% in the office

We're waiting for you for the best journey of your life!

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