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 self-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, value-driven content for email campaigns, in-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 subscription-based or utilization-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 insuranceBirthday day offTeam Building events outside of the box24-hour psychological support lineDiscounted gym membershipsYou'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! By applying for this position, you consent to our data protection and processing policy for this purpose, which can be found at the following link: https://goldenergy.pt/info/recrutamento
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