Retention Manager

Company Introduction

Welcome to the flavourful world of Pizza Hut, where our handcrafted pizzas are made with passion But we're not just about pizza; we're here to help you shape your future and reach for the stars. No matter what success means to you, we've got your back every step of the way. Get ready to conquer challenges, seize opportunities, and rise to new heights with us

With over 60 years of history, Pizza Hut has become the world's largest pizza company, with 18,000+ stores across 100 countries. We're proud to operate nearly 300 Pizza Hut Delivery outlets in the UK.

At Pizza Hut, we create an exciting environment that nurtures personal and professional growth. It's a place where we work together, grow as a team, and celebrate each other's achievements. Because when you rise, we all rise So, are you ready to embark on your journey to success? Let's do this

Bringing People Together with Pizza Hut's #JoyofPizza

Why Join Us? Our Recipe for Good

At Pizza Hut, we're dedicated to expanding our business and elevating our brand to new heights by embracing the principles of "Good Growth." As experts in the pizza industry, we understand that setting clear objectives is vital to guide our delicious endeavours and bring about positive change. Without further delay, let us present our appetizing "Recipe For Good."

Our pizza-centric goals revolve around three key elements: More Equality, Less Carbon, and Better Packaging. Through collaboration with our global ESG (Environmental, Social, and Governance) team, we have devised these objectives to make sustainability an integral part of our success. Imagine sustainable packaging that stands out, reducing emissions in our dairy supply chain, establishing eco-friendly restaurants, and creating opportunities for our incredible team members and communities. We have all the ingredients for triumph

Together, we can make a delectable impact and serve up remarkable positive change. Let's create a world that's as flavourful as our pizzas, where sustainability and equality are always on the menu. Let the pizza party commence

Are you ready to rise? Let's make it happen

Let's Unbox the Role...

About the job – The Base'ics

Pizza Hut UKI is seeking a dynamic Retention Manager who is passionate about pizza and dedicated to driving growth and achieving outstanding results. This role will lead be at the forefront of retention and loyalty for Pizza Hut UKI. Your responsibilities will encompass various aspects such as loyalty program management and roadmap, tailored customer retention strategies, championing segmentation and personalisation, planning and executing CRM communications including email, SMS, push, agency management. Your ultimate goal will be to maximize revenue while delivering exceptional experiences for our customers.

Day in the Life:

• As the Retention Manager you will own the customer lifecycle and be at the forefront of retention and loyalty strategies for Pizza Hut UKI.
• By leveraging data-driven insights, you'll drive the roadmap to enhance the loyalty program effectiveness and foster customer retention. This includes personalized communication, targeted offers, and proactive engagement initiatives aimed at nurturing loyalty and encouraging repeat business.
• With a test and learn approach, own the planning and coordination of CRM communications (trade & trigger email, SMS and push messaging). Briefing the agency on content, design, messaging and send schedule. Ensuring a consistent and effective tone of voice appropriate per channel.
• Support local store marketing across Email, SMS and Push Notifications, working with franchisees to optimise their activities.
• Collaborate with wider marketing team to support trade and brand marketing calendar, ensuring a seamless customer experience across the digital touch points.
• Manage relationship with CRM, loyalty and technology agencies and vendors.
• With agency and cross functional support, optimise the customer segmentation and data strategy, building and maintaining the customer base.
• Monitoring performance is crucial to success, you'll utilize analytics and key performance indicators to track the effectiveness of retention initiatives. Identifying areas for improvement and optimization to drive business growth and enhance customer satisfaction.
• Collaborate with global functions to share best practice, learnings and drive the continued evolution of our digital customer experience.

You'r be GRATE because you have....

Qualifications & Skills:

• Expertise in retention - You should possess extensive expertise in loyalty programs, and customer retention strategies, particularly within the retail or food service industry.
• Customer segmentation – You should have experience managing and reporting on complex customer segmentation, personalisation and lifecycle strategies.
• CRM marketing - Experience with briefing and executing email, SMS and push notifications.
• Market knowledge - You should have a strong comprehension of the UK, Ireland, and France markets. This includes understanding the unique needs and preferences of customers in each market and the ability to customize digital strategies accordingly.
• Communication skills – You should be able to effectively communicate team recommendations to wider marketing team, line manager, franchisees, and senior stakeholders, driving collaboration and innovation.
• Detail-oriented mindset - A detail-oriented mindset is crucial, coupled with a commitment for delivering exceptional customer experiences. Your ability to pay attention to detail and strive for excellence will be instrumental in achieving tangible business results.
• Organization – Strong ability to prioritize multiple tasks and stakeholders at once.
• Adaptability - Being flexible and adaptable to quick changes and working in a fast paced environment.

What's in it for you?

• Competitive salary reviewed annually.
• Annual bonus, based on company and individual performance.
• Very generous pension
• Loaded insurance cover - Private medical, Critical Illness, Life Assurance, Income Protection, and Personal Accident Cover.
• Hybrid working to ensure this role works for you with our RSC (Head office) by London Bridge.
• 5 Recharge Days – These are additional days of annual leave for rest and recreation.
• Flexi-Fri'yays – we aim to finish at 1 p.m. on Friday all year round.
• Enhanced Parental Leave and return to work policies
• Online Discounts – up to 50% on a wide range of retailers and service providers
• Study Support – may be available for job-related qualifications
• Wellness perks – Flexible and voluntary benefits for you to convert into your own benefit plan unique to you and your lifestyle. Some options include Dental Insurance, Health and Fitness (including gym discounts and health screening), subscription services and memberships, cycle schemes, and travel insurance just to name a few).

Reporting and Coaching structure

At Pizza Hut, we believe that being authentic is the key to success. Just like our pizzas, no two individuals in our team are the same, and that's what makes us special. We embrace this uniqueness and understand that hand our careers to meet individual needs is paramount.

• Personalized Coaching from your line manager: Stepping into the role means benefiting from a coaching system tailored to nurture your skills and enhance your experience, ensuring that your personal and professional development aligns with your authentic self.
• Collaborative Peer Relationships: Authenticity is at the heart of our collaborative spirit. Joining our team means becoming part of a supportive network of peers who celebrate diversity and share a passion for serving up delicious moments. Pizza Hut isn't just about a job, it's about being an integral part of a team dedicated to making us the #1 choice in pizza and contributing to your authentic personal growth.
• Transparent Reporting Structure: Transparency is a cornerstone of the Pizza Hut culture. Our reporting structure is designed to be clear and straightforward, ensuring that your authentic contributions are recognized, your unique impact is felt, and your handcrafted career path is well-defined within our pizza-loving family.

So, by becoming a part of Pizza Hut, you're not just entering a workplace; you're becoming a cherished member of a team that values authenticity, fosters collaboration, and provides a clear pathway for your success in delivering happiness, one uniquely crafted pizza at a time.

Pizza Hut Europe: Where Ambition Meets Opportunity

Joining Pizza Hut Europe means embarking on an entrepreneurial journey with the excitement of a start-up and the support of a globally recognized brand. We're constantly pushing boundaries, embracing innovation, and creating exceptional experiences for our customers.

So, if you're ready to leave your mark in the thrilling world of Pizza Hut, come join us on this incredible journey.

Don't meet every single requirement? Studies have shown that some demographics are less likely to apply for jobs unless they meet every single qualification. At Pizza Hut Europe, we are committed to building a diverse, inclusive and authentic workplace, so if you feel you are suited to this role but your experience doesn't align perfectly with everything listed in the job description, we encourage you to apply anyway – you may be the perfect candidate for this or other roles we have available