Customer Retention Consultant (x/f/m)

Doctolib – Customer Retention Consultant (x/f/m)

Doctolib is Europe’s leading online platform for booking medical appointments, connecting patients with healthcare providers to improve access to care. We are seeking a proactive Customer Retention Consultant to help enhance patient and practitioner engagement, reduce churn, and optimize the customer lifecycle.

Role overview

As a Customer Retention Consultant, you will design and execute retention strategies, partner with cross-functional teams (Product, Marketing, Customer Support) and drive initiatives that improve retention metrics and lifetime value.

What you’ll do

• Analyze churn drivers and retention opportunities using customer data and segmentation.
• Develop, implement, and monitor retention campaigns across onboarding, activation, and lifecycle stages.
• Collaborate with Product, Marketing and Customer Support to optimize engagement and reduce churn.
• Define and track key metrics (retention rate, churn, lifetime value, engagement) and report findings to stakeholders.
• Create targeted lifecycle campaigns (email, in-app, push) and manage customer segments.
• Run experiments (A/B tests, other experiments) and translate results into actionable improvements.
• Document retention programs, processes, and best practices; share learnings across the team.

What we’re looking for

• 2+ years of experience in customer retention, customer success, CRM, or related roles.
• Strong analytical mindset with experience translating data into actionable decisions; proficiency with spreadsheets and familiarity with SQL or data tooling is a plus.
• Excellent written and verbal communication skills in English; German language skills are a plus for Berlin-based work.
• Ability to work cross-functionally and manage multiple projects in a fast-paced environment.

Nice to have

• Experience in healthcare tech or with European healthcare platforms.
• Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and marketing automation tools.
• Knowledge of lifecycle marketing, onboarding flows, and re-engagement campaigns.

What we offer

• Opportunity to contribute to a leading health tech platform that improves patient access to care in Europe.
• Collaborative, high-energy environment with driven teammates.
• Competitive compensation and benefits package.

Location

Berlin, Germany (onsite)

How to apply

Please apply through the Greenhouse listing: https://job-boards.greenhouse.io/doctolib/jobs/6674342003