Customer Engagement and Retention Specialist

Join the best bank to work for in Bulgaria*

Who we are:
Do you want to join a well-established bank with a start-up culture? No, we’re not joking!

We, at tbi, have been one the most profitable banks for years and we are growing at a fast pace. We’re a bank with a long history of success that operates as a start-up and we’re always on the lookout for new opportunities to grow our business. How do we do that?

It's all about our people. Our team is made up of brave, passionate and caring people who don’t just want to follow the same path – we want to transform into mobile-first, state-of-the-art lifestyle ecosystem. Our colleagues love working here – 80% of them would recommend tbi as an employer to their friends and family. Our people are engaged in challenging and meaningful work, inspired to grow their potential and career, encouraged to learn and empowered to take decisions. That’s not corporate babble, it’s what our people say.

Do you want to play a key role in our unique success story?

If so, we're looking for a Customer Engagement and Retention Specialist to join our team on our journey to success!

The Customer Engagement and Retention Specialist is responsible for planning and coordinating customer engagement, retention, and reactivation campaigns across the customer lifecycle. The role focuses on practical campaign delivery, ensuring timely launches, consistent customer communications, and close coordination with Marketing, Product, and Journey Owners. The position contributes directly to improving customer engagement and retention by monitoring campaign performance and continuously optimizing customer communications in line with Customer Lifecycle Solutions (CLS) objectives.

What You’ll do:

• Plan and coordinate customer engagement, retention, and reactivation campaigns across all lifecycle stages

• Coordinate campaign calendars and communication volumes with Marketing, Product teams, and Journey Owners

• Ensure timely, consistent, and effective customer communications across all channels

• Coordinate campaign execution within the team to ensure smooth and timely launch and delivery

• Organize testing, launch, and monitoring of campaigns, ensuring stable execution and minimal operational impact

• Monitor campaign results, customer engagement levels, and key KPIs, and propose optimization actions

• Contribute to the continuous improvement of CLS methodologies, processes, and contact policies

• Support onboarding, guidance, and day-to-day coordination of junior team members when required

What you’ll need to succeed:

• University degree in Marketing, Business, Economics, or a related field

• 1+ year of professional background in customer engagement, CRM, lifecycle campaign management, or marketing

• Previous involvement in customer-facing roles or a call center environment is considered an advantage

• Prior exposure to team coordination activities and tools such as Jira

• Hands-on familiarity with campaign management or marketing automation tools

• Strong communication skills, with the ability to work effectively across multiple teams
  

What we offer:

• Seize the opportunity to grow your career

• Engage in exciting and meaningful work

• Get recognition for your work and attitude

• Become part of a large, friendly and supportive team with 16+ nationalities

• Get additional private health insurance

• Receive special prices for multisport card and multiple retailers

• Obtain preferential prices for our banking products

• Enjoy a great location in Sofia’s city centre near National Palace of Culture and South Park

• Bring your furry bestie: Let's make work pawsome

Visit our Career Page to learn more about what makes us different.

If this sounds like something you’d be interested in, we'd love to hear from you!

To apply for this position, please send us your CV in English.

We'd love to get back to everyone, but due to the number of applications we receive, we can only contact the shortlisted candidates.

*We are ranked the top bank and top 3 employer to work for in Bulgaria according tо WhereWeWork 2025 employer ranks.

All applications are treated with utmost confidentiality.

By submitting your job application to tbi bank, you confirm that you have read the document named “Information related to personal data processing for job applicants” publicly available on tbi Career page.