Senior Retention

3 weeks ago

Manchester, United Kingdom Digital Rewards Group Ltd Full time

Role Overview


We are seeking an experienced, dynamic and driven professional to join our team on a (9-12 month fixed term) maternity cover basis, taking on a pivotal role during an exciting period of transformation at DRG. This role is central to shaping and delivering initiatives that enhance customer retention and inspire loyalty, ensuring they align with our business goals and engage our valued members.


With a focus on operational excellence, you’ll bring a passion for customer loyalty, a collaborative spirit for working with cross-functional teams, and a balanced skill set that combines data interpretation with creative execution.


Key Responsibilities


  • Strategy Execution: Deliver on the retention strategy and roadmap defined by the Head of Retention, ensuring initiatives are planned, project-managed and effectively implemented to achieve desired outcomes


  • Performance Analysis: Monitor retention metrics and campaign performance, providing insights and actionable recommendations to refine & improve results


  • Team Collaboration: Daily collaboration across Marketing, Product, Operations & Technical teams to articulate benefits and requirements to execute initiatives


  • Lifecycle Campaign Planning: Design, oversee and analyse targeted proactive and reactive lifecycle campaigns and initiatives that meet the needs of diverse customer segments, informed by data and insights


  • Stakeholder Reporting: Keep senior leadership informed with clear and concise updates on progress, opportunities, successes, and challenges


What We’re Looking For


Experience:

  • Proven experience in multiple retention or loyalty roles, including a track record of delivering successful loyalty propositions or programmes
  • Experience managing complex projects with cross-functional teams
  • Experience of working in a subscription-based business is desirable


Skills:

  • Good understanding of retention metrics & loyalty proposition mechanics
  • Excellent project management skills, with exceptional attention to detail, to coordinate the delivery of multi-faceted loyalty initiatives
  • Analytical mindset with proven ability to interpret customer data and campaign results to inform commercial decision-making
  • Strong communication and interpersonal skills to influence stakeholders and drive pragmatic collaboration across cross-functional teams


Attributes:

  • Customer-focused with a passion for delivering value-driven experiences
  • Creative thinker who can develop innovative loyalty & retention solutions
  • Results-oriented, adaptable, and able to thrive in a fast-paced environment


About Digital Rewards Group


DRG is the UK’s leading digital rewards and consumer incentive agency, owning brands including Kids Pass, Digital Perks, Popcorn Pass and more. All powered by our own digital platforms, our 40 strong work-force are housed in a modern, open-plan office in Altrincham town centre, just outside Manchester. Our culture is fast-paced and unique, and we recognise great achievements with great rewards. Please note - there is a need for the candidate to be in our Manchester office 2-3 days per week - please only apply if this is feasible for you.


Location


Charter House, 1st Floor, Charter House, Woodlands Rd, Altrincham WA14 1HF

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