Loyalty & Retention Manager (CRM)

3 weeks ago


Co West Midlands, United Kingdom Halfords Group PLC Full time

Full time
Categories: Retail Operations Support
Work closely with the Customer & Commercial teams to ensure plans and performance are clearly communicated.
Create, develop and enhance a true customer and appointment retention policy and toolkit designed to retain and win back customers.
Work closely with Change, IT and Technology to ensure that inefficiencies and opportunities are clearly identified and prioritised for development and implementation.
Pro-actively Identify and exploit opportunities to drive revenue and profit, as a result of customer interactions handled on the phone, chat and other channels.
Work closely with the Planning Manager, Outsource Manager & Change Delivery Manager to ensure the customer contact experience is working effectively.
Ability to develop creative strategies and plans to increase customer retention.
Knowledge of customer relationship management (CRM) practices
Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.


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