Head of Retention & Engagement

ZEN.COM is a smart financial app designed for your everyday life - at home and on the go. We make payments, online shopping, and personal finance management fast, secure, and effortless. With ZEN, you can enjoy cashback on purchases, full control over your spending, and peace of mind thanks to purchase protection. A built-in multi-currency account lets you spend abroad or shop internationally with great exchange rates and no hidden fees.

We are looking for a Head of Retention & Engagement. The objective of this role is to maximize user lifetime value (LTV) by designing, implementing, and optimizing holistic retention, engagement, and conversion strategies - encompassing both lifecycle communication and in-app functionalities.

Requirements

• Minimum 6 years of experience in CRM, Retention, Lifecycle Marketing, or Customer Engagement roles in a B2C environment (fintech, SaaS, e-commerce, mobile apps) 
• Proven track record of driving user retention and increasing lifetime value through behaviorally driven, personalized, multi-channel communication 
• Hands-on experience with lifecycle and marketing automation platforms (e.g. Salesforce Marketing Cloud, Iterable, Customer.io) 
• Proficiency in building event-based communications, dynamic segmentation, and real-time triggers at scale 
• Experience designing and optimizing monetization flows and upgrade campaigns (freemium to premium conversions, contextual upsell moments) 
• Strong analytical skills; ability to make data-informed decisions and test hypotheses
• Team leadership experience, with ability to manage and develop cross-functional lifecycle teams 
• Excellent collaboration and communication skills across Product, Tech, Data, and CX stakeholders 
• Full professional fluency in Polish and English (C1+); ability to write and edit lifecycle messaging with customer empathy and strategic intent

Responsibilities

• Design and implement end-to-end strategies for user retention, activation, and engagement across the entire lifecycle (onboarding, adoption, loyalty, reactivation)
• Build and optimize automated user flows and journeys across email, push, in-app, and SMS based on behavioral triggers, cohort segmentation, and predictive signals
• Own strategy and execution for converting free-tier users into premium plans (freemium → premium), including contextual moments, benefit-driven messaging, and upgrade flows
• Lead and develop a CRM & Engagement team responsible for lifecycle campaigns, testing and orchestration
• Define and monitor retention-related metrics such as retention curves, churn rates, feature adoption, LTV, and CAC payback
• Leverage cohort analytics, predictive models (e.g. churn likelihood, conversion propensity), and segmentation frameworks to prioritize initiatives
• Collaborate cross-functionally with Product, Data, UX, and Customer Success to align lifecycle programs with product roadmap and customer experience
• Drive experimentation through structured A/B and multivariate testing across channels, messaging, UI, and flows

What we offer

•      Opportunity to work in a rapidly growing FinTech company with a global reach
•      Work in an international environment with industry experts
•      Real impact on financial product development and regulatory strategy
•      Flexible work model – remote or hybrid, depending on preference

Interested? Let’s talk! Apply now or reach out directly if you’d like to learn more.