About Retorna
Retorna is a fintech company founded in 2020 by and for migrants. We were created to revolutionize cross-border money transfers, building the future of cross-border payments in Latin America. Currently, we offer remittance and cross-border B2B payment solutions, processing $80 million USD monthly between Chile, Venezuela, Colombia, Mexico, and Spain. We are more than just a payment platform; we are financial infrastructure connecting people, families, and businesses across the region.
We are looking for individuals passionate about the fintech and crypto world who want to solve complex, high-impact problems. We work 100% remotely and are proudly composed of Latin talent who understand the needs of our community.
If you are motivated to build solutions that change lives and scale to millions of users, this is your place.
Role Purpose
Design, configure, and optimize the CRM and automation infrastructure to support the entire user journey, enhancing activation, retention, and multi-channel communication. This role is responsible end-to-end for campaigns, segmentations, and journeys that connect users with Retorna in a timely, clear, and relevant manner.
Beyond Growth, this role is responsible for centralizing and organizing all customer communication flows that are currently dispersed across different departments. It transforms emails, in-app messages, and push notifications from simple dispatches into a real business tool: coherent, measurable, and integrated with the organization's overall objectives.
Tasks
Main Responsibilities
1. Configuration and Optimization of Automations
- Design, configure, and optimize automated flows (welcome, onboarding, activation, frequency, winback, retention, and referrals).
- Ensure that logic, triggers, and conditions function correctly within the CRM infrastructure.
- Execute A/B tests to improve open, click, delivery, and conversion rates.
2. Mapping, Diagnosis, and Governance of Communication Flows
- Map and document all existing communication flows across departments (Growth, Customer Success, Product, Operations), identifying what is sent, to whom, when, and with what objective.
- Categorize flows by type (transactional, lifecycle, campaigns, alerts) and assess their status: active, outdated, redundant, or without clear ownership.
- Perform a quality diagnosis: message consistency, send overlaps, journey gaps, and user saturation risks.
- Define and document contact rules: maximum frequency per channel, prioritization criteria, sending windows, and suppression logic to avoid negatively impacting the user experience.
- Establish a cross-departmental governance model that defines who can create flows, under what criteria, and with what approval process, making this role the internal point of contact for everything that reaches the customer.
3. Advanced User Base Segmentation
- Create and maintain dynamic segmentations based on behavior, country, transactions, frequency, and funnel stage.
- Identify micro-segmentation opportunities to increase communication relevance.
- Ensure the quality, consistency, and cleanliness of the database.
4. Implementation of Multi-channel Campaigns
- Design and implement campaigns across email, push notifications, WhatsApp, and in-app.
- Define the logic, objective, content, and timing of each campaign according to the lifecycle stage.
- Ensure messages align with Retorna's warm, clear, and direct tone.
5. Metrics, Analysis, and Performance Tracking
- Measure engagement, activation, retention, recurrence, and churn.
- Analyze campaign and journey performance (OR, CTR, CTOR, conversion, deliverability).
- Create actionable reports for Growth, Product, and Customer Success.
- Identify new optimization opportunities based on data.
6. Integration and Coordination with Data & Product
- Coordinate with Data to ensure event traceability and stable trigger functionality.
- Gather requirements for new properties, events, or improvements in flows.
- Ensure consistency between the app experience and CRM communication.
Requirements
- CRM and automation platforms (Braze, HubSpot, Salesforce, Customer.io, or similar).
- Marketing automation and lifecycle marketing.
- Retention, churn, cohort, and engagement metrics.
- Good understanding of funnels, activation, and user behavior in apps.
- Analytical skills and a metrics-oriented approach.
- Organization and autonomy to manage multiple flows.
- Curiosity and a continuous testing mindset.
Benefits
Benefits for all Retorners:
- 🌎 100% remote work from anywhere in LATAM
- 📈 Real, high-impact technical problems
- 🚀 Accelerated growth in fintech, scaling to millions of users
- 🤝 Diverse and talented Latin team
- 🎯 Direct impact on the lives of migrants and businesses
- 💡 Unlimited days off
Ready to build the future with us?
At Retorna, we don't just build technology. We build bridges between families, enable entrepreneurs to grow without borders, and democratize access to financial services for millions of people.
Your work here will have a real impact from day one.
We are a team of passionate individuals who believe it's possible to change the game. Where your voice matters, your ideas are executed, and your growth is limitless. If you are looking for a place where every line of code, every product decision, every design, and every customer interaction truly matters, this is your place.