Retention Specialist

About the role

Harbour Point Services Ltd is a Malta-based customer lifecycle and support provider serving clients across iGaming, fintech and e-commerce. The company operates from a modern Sliema office and combines structured processes with a people-first culture.

As a Retention Specialist you'll work within the Customer Experience & Retention team to identify at-risk customers, design and execute win-back campaigns and manage day-to-day retention activity through email, phone and in-app messaging. You will use CRM tools, campaign automation and basic analytics to measure impact and drive improvements.

The role suits someone who enjoys a mix of conversation-driven customer contact and data-informed campaign work. You'll collaborate closely with Marketing, Loyalty and Product to shape offers and provide feedback that improves long-term customer value. The position offers training, clear progression paths into team lead and analytics roles, and hybrid working flexibility for Malta-based candidates.

This is a stable, growth-oriented role for a candidate with strong customer empathy, good data literacy and experience using CRM platforms in a fast-paced environment. Fluency in English is essential; Maltese or another European language is a plus for outreach initiatives.

About Harbour Point Services Ltd

Harbour Point Services Ltd is an outsourced customer lifecycle and support provider headquartered in Sliema, Malta. We support international brands in iGaming, fintech and e-commerce with multilingual customer retention, loyalty programmes and lifecycle marketing.

What you can expect

• Modern central Sliema office with hybrid working
• Competitive monthly salary plus performance bonuses
• Private health insurance and employee assistance programme
• Clear career progression to Team Lead / Retention Analyst roles

Key responsibilities

• Identify at-risk and churning customers using CRM segments and behavioural data.
• Plan and execute targeted win-back campaigns via email, SMS, in-app messaging and phone outreach.
• Perform outbound retention calls where appropriate and manage objections to recover customers.
• Track campaign performance and present weekly/monthly retention reports and insights.
• Create and maintain retention playbooks, templates and offer structures in coordination with Marketing and Loyalty.
• Log all customer interactions in the CRM and ensure accurate tagging for future analysis.
• Escalate complex cases to Product, Fraud or Compliance teams following internal procedures.
• Contribute to A/B tests and recommend optimisations based on results and customer feedback.

Requirements

• Minimum 2 years' experience in a retention, customer success, or customer support role (preferably in iGaming, fintech or e-commerce).
• Proven experience using CRM platforms (e.g. Salesforce, HubSpot, Zendesk, Braze) and campaign tools.
• Strong verbal and written English; Maltese or another European language is advantageous.
• Good numerical and analytical skills; comfortable working with campaign reports and basic Excel functions.
• Customer-focused with strong negotiation and de-escalation skills for retention conversations.
• Ability to work in Malta (eligible to work in Malta or holds relevant permit/documentation).
• Flexible approach to working hours to support campaigns and occasional evening outreach.

How to apply

Send your CV and a brief cover note stating notice period and salary expectations to the contact email below or apply via the company's careers portal.