Retention Lead

New York, NY, US; London, UK | Growth Team | Full-time | COVID-19 remote


About Us

Taptap Send is VC-backed (including by Reid Hoffman), rapidly growing and a great place for those looking for both impact and a fast-paced tech startup environment. Read more about the journey in Reid Hoffman’s words.

Our product is an app-based solution that lets immigrants send money back home to emerging markets instantly and at very low prices. Since launching in summer 2018, we’ve already moved tens of millions of dollars and reached tens of thousands of customers. We’re live in seven European countries, and we support payments into Senegal, Mali, Zambia, Guinea, Ghana, Ivory Coast, Cameroon, Kenya, Madagascar, The Democratic Republic of the Congo, and Bangladesh; with lots more countries launching soon.

Global remittances account for over $500 billion annually, most of which moves back into developing countries. But the market is dominated by traditional services that are expensive, can take days to arrive, and have limited reach in rural areas. We're helping people to send that money instantly and securely at a fraction of the cost.

In addition to Reid Hoffman, we are backed by Canaan, Flourish Ventures, Helios and others. Our team is based across London, New York and Paris and we pride ourselves on hiring exceptional talent -- our team members come from a wide variety of top-tier tech companies, professional services firms, and industry leaders, including Twitter, Google, Yahoo, Amazon, McKinsey, Bain & Co, KPMG, Cravath, and Vodafone.

To continue our rapid growth, we're looking to bring on people who are passionate about our mission and excited to work in a small start-up environment.  We have competitive salary and stock options and great benefits, and we were recently rated one of the best companies to escape to by Escape the City's "Escape 100".

The Role

As Retention Lead, your mission will be to significantly increase user retention over the next two years. You will make sure our community of users feels appreciated, listened to, and inspired to continue sending remittances with Taptap Send.

You will own every element of the user-journey and lifecycle, understand our users with thorough quantitative and qualitative research, design and implement new strategies to reduce churn, increase ARPU, and optimize LTV.

The role will involve planning, analysis, target-setting, and implementation of retention campaigns and initiatives across key areas:

  • Onboarding journey - in-app and welcome comms across channels
  • Customer lifecycle - analysing all potential in-app and out-of-app touchpoints while creating trigger-based actions/strategies to mitigate churn
  • Churn reduction - analysing key churn points and optimizing user funnel
  • Loyalty programs - identifying high-value customer segments and designing programs to attract, delight, and build loyalty
  • Winback campaigns - creating testing plans and execution strategy on timing, offers, messaging, and channels 
  • Strong analytical skills - (we use SQL, Mode, and Mixpanel) to generate data-driven insights, tee up experiments, and monitor trends over time
  • Reporting - alongside data analysis, you will be responsible for communication on retention issues, initiatives, goals, & outcomes to the wider team

Reporting to the Head of Growth, you will also work closely with Product and Business Development teams to create plans for proactive and reactive retention. You will report on campaign/initiative performance to the leadership team.

The role offers the chance to join an early-stage, high growth startup and to have a positive impact on the communities we serve.


  • Bachelor's or Master's degree

  • 5+ years experience in consumer product marketing, with an emphasis on lifecycle marketing, retention, loyalty, engagement for consumer apps

  • Experience leading retention campaign planning and development and end-to-end execution

  • Proficient analysing and interpreting data via SQL, Mixpanel, and other analytic tools

  • Outperforming targets in large-scale retention programmes

  • Fluent English. French is a strong plus. German, Italian, Asian or Middle Eastern languages are also a plus

Additionally, you should embody our values:

  • Impact First

  • Team next

  • Accept reality, propose solutions

  • Win with grit

  • Be proactively candid, with yourself and others

  • Love the particular

  • Own it

  • Create positive energy. Maybe, even have fun.


  • Competitive salary (based on experience)
  • Flexible hours
  • Regular team events
  • Professional development opportunities (e.g., language lessons, training, etc.)
  • Taptap equipment (laptop, accessories)
  • Work from home desk stipend

Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.