Director of Retention
3 months ago
Director of Retention & Loyalty
Full Time
Manchester (Hybrid)
Are you a marketer from a CRM / retention and loyalty background who is used to leading, leaders? This role needs a retention and loyalty subject matter expert who is also adept at managing, supporting and coaching other managers / CRM vertical Heads.
You'll be overseeing the strategy and implementation of Retention Programs, including Loyalty, Rewards, and Gamification, designed to increase engagement and profitability for all agency clients. You'll be a leader with a blend of CRM, marketing, analytical, and communication skills and someone who can deliver highly personalised, real-time experiences, that their client's customers expect.
The Job...
You’ll be reporting to the Senior Director of Marketing and will work closely with other Directors including Director of Content & Community, CRO Director, the Regional Heads of Marketing, and Marketing Ops Director, amongst others. You'll have 4 direct reports including 2x Heads of and 2x Retention Managers.
It’s a full-time role, with flexible hours. You'll be in the modern Manchester office 2 days a week, with the rest of your work conducted remotely.
You'll be responsible for:
- Translating vision and strategy into concrete, measurable goals and identifying and driving process improvements with clients, partners, and agency teams.
- Overseeing retention performance and establishing KPIs.
- Formulating strategies to achieve annual incremental sales, reducing customer churn, and maximising LTVs.
- Providing input into the CRM operating budget and overseeing the efficient use of marketing spend.
- Acting as a subject matter expert on increasing customer engagement and implementing rewards and discounts programs.
- Ensuring rewards programs are optimised for customer satisfaction and profitability.
- Developing best practices for lifecycle management, segmentation, and targeting strategies and reporting results and learnings to all teams and providing recommendations based on program effectiveness.
- Managing test and learn capabilities for campaign improvement and providing consulting on Design of Experiments (DoE), including A/B and multivariate testing.
- Establishing testing methodologies and ensuring accuracy of data-driven insights and generating actionable customer behaviour insights for Marketing and Product teams.
- Forging strong partnerships with the Heads of Marketing team to ensure brand strategy execution.
- Partnering with product and engineering teams to deploy world-class loyalty programs and customer experiences.
- Collaborating with analytics to set up processes and dashboards for program performance measurement.
- Leading product recommendations to develop global CRM technology strategy.
- Ensuring proper governance and controls with Operations and IT for new initiatives.
About You...
As the Director of Retention & Loyalty you’ll be highly collaborative and have excellent experience of leading and developing other strong managers. This is a matrix organisation operating internationally, across multiple time-zones, so experience of this kind of business and the ability to lead from the front, often remotely, is crucial.
Here's some of the key experience you'll need to demonstrate:
- 10+ years of experience managing retention programs, with expertise in customer engagement and loyalty program design, implementation, and management.
- 7+ years of experience driving retention performance, including building a learning culture and managing marketing experimentation.
- 7+ years in a leadership or management role, demonstrating the ability to lead and influence cross-functional teams and agency partners.
- 5+ years of experience establishing partnerships and building relationships with product and engineering teams (Product Management experience preferred).
- Strong organisational and project management skills, with the ability to manage multiple projects and deadlines.
- Analytical thinking with the ability to interpret results and site metrics to drive change.
- Proven experience as a resourceful and results-oriented self-starter, thriving in a feedback-driven, hands-on environment.
- The ability to travel internationally (15-20% / once or twice a quarter).
The Company...
This is a digital marketing business enjoying hyper-growth at the moment. They are experts within the entertainment sectors, and for an experienced, Director level, CRM / Retention and Loyalty expert, this represents a great opportunity to think outside of the box and get involved in the types of projects you won't be able to, elsewhere.
In addition to an attractive, Director level, salary DOE, some additional benefits include;
- Private health cover
- Death in service benefit
- Pension
- Various discounted products and services
Apply Now
We're interviewing and shortlisting for this role right now, and expecting to get suitable candidates in for interview quickly. If you're interested, please apply with your up-to-date CV today.
-
Director of Customer Retention
3 weeks ago
Manchester, United Kingdom Humankind Global Recruitment Full timeJob Title: Director of Customer RetentionWe're seeking a seasoned professional to lead our customer retention efforts as a Director of Customer Retention. As a key member of our team, you will be responsible for developing and implementing strategies to drive customer loyalty and retention.The ideal candidate will have a proven track record of success in...
-
Director of Retention
3 weeks ago
manchester, United Kingdom Humankind Global Recruitment Full timeDirector of Retention & Loyalty Full Time Manchester (Hybrid) Are you a marketer from a CRM / retention and loyalty background who is used to leading, leaders? This role needs a retention and loyalty subject matter expert who is also adept at managing, supporting and coaching other managers / CRM vertical Heads. You'll be overseeing the strategy and...
-
Director of Retention
3 weeks ago
Manchester, United Kingdom Humankind Global Recruitment Full timeJob Description Director of Retention & Loyalty Full Time Manchester (Hybrid) Are you a marketer from a CRM / retention and loyalty background who is used to leading, leaders? This role needs a retention and loyalty subject matter expert who is also adept at managing, supporting and coaching other managers / CRM vertical Heads. You'll be overseeing...
-
Director of Retention
3 months ago
Manchester,, Greater Manchester, United Kingdom Humankind Global Recruitment Full timeDirector of Retention & LoyaltyFull TimeManchester (Hybrid)Are you a marketer from a CRM / retention and loyalty background who is used to leading, leaders? This role needs a retention and loyalty subject matter expert who is also adept at managing, supporting and coaching other managers / CRM vertical Heads.You'll be overseeing the strategy and...
-
Director of Retention and Loyalty
1 month ago
Manchester, United Kingdom Thechildandfamilyconnection Full timeJob DescriptionAs a seasoned marketer with a background in CRM and retention, you will lead the strategy and implementation of retention programs, including loyalty, rewards, and gamification, to increase engagement and profitability for our agency clients.You will oversee the development of personalized, real-time experiences for our customers, working...
-
Retention and Loyalty Leader
2 days ago
Manchester, United Kingdom Thechildandfamilyconnection Full timeCompany OverviewAbout UsWe are a leading digital marketing business, renowned for our expertise in the entertainment sector. Our company is experiencing hyper-growth, offering an exciting opportunity for a seasoned Director to join our team.Job DescriptionRole SummaryThis full-time position, based in Manchester, involves overseeing the strategy and...
-
Sales and Retention Director
4 weeks ago
Manchester, United Kingdom Everlast Gyms Full timeSales and Retention Manager - Everlast Gyms**Job Summary**This is a full-time position reporting directly into the General Manager. As a Sales and Retention Manager at Everlast Gyms, you will be responsible for supporting the General Manager and the wider team in the successful operation of the gym. Your specific responsibilities will include driving new...
-
Associate Director
3 weeks ago
Manchester, United Kingdom Oyster Full timeI have partnered with a leading consultancy based in Manchester to make an Associate Director level hire in their Property Management team. My clients workforce has doubled in size over the last three years. This reflects their ambitions as a business, high staff retention and high client retention. As an Associate Director you will be reporting into the...
-
Associate Director
3 weeks ago
Manchester, United Kingdom Oyster Full timeI have partnered with a leading consultancy based in Manchester to make an Associate Director level hire in their Property Management team.My clients workforce has doubled in size over the last three years. This reflects their ambitions as a business, high staff retention and high client retention.As an Associate Director you will be reporting into the Team...
-
Associate Director
3 weeks ago
Manchester, United Kingdom Oyster Full timeI have partnered with a leading consultancy based in Manchester to make an Associate Director level hire in their Property Management team.My clients workforce has doubled in size over the last three years. This reflects their ambitions as a business, high staff retention and high client retention.As an Associate Director you will be reporting into the Team...
-
Associate Director
3 weeks ago
Manchester, United Kingdom Oyster Full timeI have partnered with a leading consultancy based in Manchester to make an Associate Director level hire in their Property Management team.My clients workforce has doubled in size over the last three years. This reflects their ambitions as a business, high staff retention and high client retention.As an Associate Director you will be reporting into the Team...
-
Associate Director
3 weeks ago
Manchester, United Kingdom Oyster Full timeI have partnered with a leading consultancy based in Manchester to make an Associate Director level hire in their Property Management team.My clients workforce has doubled in size over the last three years. This reflects their ambitions as a business, high staff retention and high client retention.As an Associate Director you will be reporting into the Team...
-
Associate Director
1 week ago
Manchester, United Kingdom Oyster Full timeJob Description I have partnered with a leading consultancy based in Manchester to make an Associate Director level hire in their Property Management team. My clients workforce has doubled in size over the last three years. This reflects their ambitions as a business, high staff retention and high client retention. As an Associate Director you will be...
-
Associate Director
3 weeks ago
Manchester, UK, Greater Manchester, United Kingdom Oyster Full timeI have partnered with a leading consultancy based in Manchester to make an Associate Director level hire in their Property Management team.My clients workforce has doubled in size over the last three years. This reflects their ambitions as a business, high staff retention and high client retention.As an Associate Director you will be reporting into the Team...
-
Director of Paid Social Strategy
4 weeks ago
Manchester, United Kingdom The Right One Full timeJob DescriptionDirector of Paid Social StrategyAt The Right One, we're seeking a highly experienced Director of Paid Social Strategy to lead our Paid Social team. This is a fantastic opportunity for someone to drive forward paid social strategy and foster great relationships with partners.You will be responsible for developing and implementing paid social...
-
Senior Trading Director
1 month ago
Greater Manchester, United Kingdom TalkTalk Telecom Group PLC Full timeSenior Trading DirectorThis is a unique and dynamic opportunity for a seasoned Trading Director to define, implement and execute TalkTalk's Trading customer retention and overarching net growth strategy. As a critical leadership role, you will be responsible for driving TalkTalk's commercial success across existing customers. Leveraging a blend of strategic...
-
HR Director
1 month ago
Manchester, United Kingdom Travel Trade Recruitment Full timeJob Title: HR DirectorJob Summary: We are seeking an experienced HR Director to join our team at Travel Trade Recruitment. The successful candidate will be responsible for leading our HR function and implementing strategies to improve employee engagement and retention.Key Responsibilities:Develop and implement HR policies and procedures to ensure compliance...
-
Agriculture Sales Director
1 month ago
Manchester, United Kingdom careers4a - Jobboard Full timeMy client is a specialist procurement business with a strong reputation for delivering exceptional services to various industries.The Sales Director will lead the sales and accounts teams, overseeing sales and retention, while developing commercial strategies to drive business growth.This is an excellent opportunity for a talented Sales Director to join a...
-
Priory Hospital Director
3 weeks ago
Manchester, United Kingdom Priory Healthcare Full timePriory Hospital Director Job Description:At Priory Hospital Altrincham, we provide expert treatment for a range of mental health conditions and addictions. Our hospital is comprised of three inpatient units, providing specialist care for adults with various mental health challenges, young people with eating disorders, and adult addiction rehab and treatment...
-
Customer Success Director
4 weeks ago
Manchester, United Kingdom SafetyCulture Full timeCustomer Success DirectorAt SafetyCulture, we're on a mission to empower front-line workers to drive operational excellence and take ownership of their safety and wellbeing. As our new Customer Success Director, you'll play a pivotal role in building the vision and strategy of the customer lifecycle to ensure each customer achieves their desired outcomes and...