Retention Optimisation Manager

3 days ago

Manchester, United Kingdom Humankind Global Recruitment Full time

Retention Optimisation Manager

Full Time

Manchester (Hybrid)



This is an opportunity where you'll be leading the line on strategic marketing automation, gamification tactics, and marketing technology, to drive profitable user engagement and enhance the overall customer experience. If you're a CRM Manager or Marketing Retention Manager who really wants to get into the nitty gritty of technology facilitation and data / performance analysis, this could be the challenge you've been looking for.



The Job...


Reporting to the Senior Director of Retention & Conversion, you'll be responsible for working across multiple international brands to make sure customer journey and retention strategies are fully optimised.


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:


- Developing a 3-year vision for marketing automation and gamification tools, creating an annual strategy and collaborating with product teams for seamless integration.

- Partnering with marketing, product, data, and customer experience teams to align marketing automation and gamification initiatives with broader business goals.

- Liaising with Retention teams and other key stakeholders to plan, develop, and execute strategies that enhance the retention and loyalty efforts across multiple brands.

- Designing and implementing strategic tactics for marketing automation and gamification that align with business objectives, increasing engagement and retention across the portfolio.

- Identifying opportunities for gamification, consolidating requirements, and driving the implementation to support business strategies.

- Working closely with Retention Marketing Specialists to develop tactical approaches that improve KPIs for specific customer segments.

- Collaborating with Business Intelligence (BI) and Performance Insights (PI) teams to provide actionable insights and recommendations to enhance future campaigns and customer experiences.

- Preparing summary reports and post-campaign analyses, using data to ensure continuous improvement.

- Leading a test-and-learn approach for retention campaigns, ensuring activities are aligned with KPIs.

- Overseeing the review process for marketing automation and gamification solutions, ensuring they follow requirements, guidelines, and best practices.

- Owning the approval process for proposed tools and techniques, verifying their compliance with technological capabilities.

- Managing and controlling budgets for campaigns, ensuring they stay within targets while maximising profitability.



About You...


The Retention Optimisation Manager that takes on this exciting challenge will have an in-depth knowledge of customer journey optimisation best practises, with experience in developing and implementing testing strategies across a variety of channels. You'll love the technology, automation and data side of CRM and have great stakeholder management / be able to get people at all levels bought in to your ideas.


Here's some of the key experience you'll need to demonstrate:


- At least 3 to 5 years of digital marketing experience with a successful track record of implementing and managing digital marketing programs in a multi-channel environment.

- Experience of the full customer journey, including designing and analysing contact strategies, automation techniques/tools, and customer experience optimisation.

- Proven ability to manage projects across multiple teams, using project management tools to track progress.

- Previous experience of managing rewards programs and/or customer loyalty schemes.

- Clear track record of data driven marketing and a/b and multivariate testing.

- The ability to interpret and present data/results to stakeholders in engaging and meaningful ways.

- Excellent time management skills and the ability to run and prioritise multiple projects at once.

- Experience in leading, coaching, and mobilising retention marketing teams.

- Strong negotiation, influence, and relationship-building skills.



The Company...


This is a digital marketing business enjoying hyper-growth at the moment. They are experts within the entertainments sector, and for a creative and strategically-minded CRM Manager / Customer Retention Manager / Retention Optimisation Manager, this represents a great opportunity to think outside of the box and get involved in the types of retention and loyalty campaigns you won't be able to, elsewhere.


They also have a track record of promoting from within, so as more brands come online, more opportunities for promotion prospects will naturally appear.


In addition to an attractive salary DOE, the company also provides flexible hybrid/remote working, along with exciting future prospects.


Additional benefits include:


- Private health cover

- Death in service benefit

- Pension

- Various discounted products and services


Want To Apply?


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.

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