Customer Retention Manager

  • Contract Type: Full-Time
  • Location: Paris, France (75017)


Launched in 2013 and following 8 years of strong growth, French Home Improvement tech company ManoMano seems unstoppable!

Thanks to the success of our fundraising (300 million euros so far), we now have more than 530 Manas & Manos located across our 3 offices: Paris, Bordeaux and Barcelona.

Our business platforms are represented in 6 countries: France, Belgium, Italy, Spain, UK and Germany. They carry over 4 million products and work with more than 3,000 sellers highly selected.

Proud to be part of the Next 40 since 2019 (Top 40 French startups), we have the objective to reinvent the Home Improvement experience by providing customers a one stop shop solution for easy access to online tips, products and innovative services.

More than anything, joining ManoMano presents a fantastic personal experience, where global projects and core values are underpinned by individual skills.

Our camaraderie, efficiency and employee-focused mindset (particularly important to us!) have led ManoMano to become renowned for the optimal working conditions it provides.

Have a look at our Blog :

Job Description

To accelerate our B2C retention strategy, we are looking for a Senior Lead Retention to join the Digital Marketing team. In this role you will manage and scale our customer retention initiatives focusing on growing our client’s share of wallet and LTV.

Main missions 

- Own ManoMano B2C retention marketing strategy, execution and performance

- Oversee our CRM, Advice & Mobile Apps marketing teams (team 10+) and the associated ongoing tech initiatives 

- Partner with the Analytics and UR teams to extract and analyze insight from customer data to uncover areas of opportunity that will optimize lifecycle journeys

- Work hand in hand with the Product and Tech teams on the “user tech stack” strategy to ensure best-in-class systems and tools are deployed and leveraged internally to grow, qualify and activate at scale our customer database in Europe

- Establish excellent relationships with cross-functional teams (notably Product, Tech, Ops, Communication and Acquisition) to synchronize new retention opportunities

- Develop and optimize segmentation, targeting and personalization tactics to improve engagement and maximize long term revenue per user

- Build up-sells and cross-sells pipeline with the Data Science, Tech and Product teams to convert one-time users to repeat customers

- Report key performance indicators to executive level

Preferred experience

  • Bac +5 graduated from a Engineering School, Business School or equivalent university education
  • 7+ years of strategic consultancy or customer lifecycle management experience
  • 4+ years of direct management experience (team 5+)
  • Strong analytical skills, with a natural curiosity to measure, test, learn and iterate
  • Proven track record of leading cross-team initiatives to drive customer retention
  • Hands-on experience building, executing and scaling technical projects from concept to completion
  • Strong teamwork and interpersonal skills and ability to communicate with all management levels
  • English & French bilingual
  • What ManoMano offers

  • An immersion in the data-driven e-commerce
  • Agile & international environment with bright and friendly colleagues
  • Sponsorship of MM at Talks & Conferences
  • The international dimension (France, Italy, Spain, United Kingdom, Germany)
  • A pleasant setting in Paris in more than 3,000 m² (a gym, a terrace, a music room)
  • Our DIY workshop, free access!
  • Restaurant card, mutual, transportation, 7 weeks vacation / year
  • Additional Information

    • Contract Type: Full-Time
    • Start Date: 01 March 2021
    • Location: Paris, France (75017)
    • Education Level: Master's Degree
    • Experience: > 7 years