Senior Customer Operations/Growth Specialist

About the role

This role owns customer lifecycle management and retention strategy for Foodmax, a B2B fresh food supply chain platform. You will define customer lifecycle segmentation models, build retention forecasting systems, drive order frequency growth, and lead win-back campaigns. The position requires a data-driven approach to lifecycle metrics, A/B testing, and cross-functional collaboration with Product, Sales, Supply Chain, and Fulfillment teams.

Key responsibilities

• Define a customer lifecycle segmentation model (New — Growing — Mature — Declining — Churned — Reactivated), design operational SOPs and intervention actions for each stage, and continuously iterate

• Own retention from first-order onward and ongoing churn prevention for existing customers

• Build retention forecasting and early-warning models based on first-order structure, ordering behavior, and complaint/fulfillment signals, enabling proactive intervention before churn

• Increase store ordering frequency (weekly order-days, monthly active rate) through systematic frequency-building levers: recurring/favorites lists, reorder reminders, fulfillment experience optimization, and coupons/benefits

• Build a closed-loop system from churn early-warning signals (complaints, late deliveries, overdue payments, declining GMV, etc.) to segmented win-back campaigns

• Lead the design of new-customer coupon packs, frequency-boosting coupons, and win-back coupons; validate through A/B testing and measure by ROI

• Define and monitor core lifecycle metrics (retention rate, repurchase frequency, active rate, win-back rate, average order value/active-day value)

• Independently pull data and use cohort, funnel, and A/B analysis to diagnose issues and quantify impact

• Work closely with Product (features & dashboards), Sales (account maintenance), Supply Chain (inventory/stock-outs), and Fulfillment (delivery reliability) to drive product and process improvements

About you

• 3–5+ years of experience in customer operations, growth, CRM, membership, or lifecycle marketing

• Background in B2B, e-commerce, O2O/local services, SaaS, or food supply chain preferred

• Strong grasp of RFM, lifecycle segmentation, retention curves, cohort analysis, and AARRR frameworks

• Proven track record of driving measurable results; experience building a retention/frequency/win-back system from 0 to 1 is a strong plus

• Proficient in SQL and Excel, able to independently pull data and run cohort/funnel/A/B analysis

• Python or BI tool experience is a plus

• Results-oriented with a closed-loop mindset: able to design and interpret A/B experiments, let data and ROI drive decisions, and own accountability for metric outcomes

About us

Foodmax is a B2B fresh food supply chain platform serving F&B and retail customers, operating both a proprietary supply chain and a POP (platform) model, delivering an integrated digital solution for food supply and restaurant operations.