Head of Retention

4 weeks ago


London, United Kingdom dmg::media Full time

**Head of Retention**

Location: dmg:media Headquarters - London
Position: Permanent

**Job Introduction**

**Main Responsibilities**

Retention Strategy Development:

- Develop and implement comprehensive retention strategies to increase customer loyalty and reduce churn rates.
- Collaborate with cross-functional teams to align retention efforts with product development, customer support, and other business initiatives.

Customer Segmentation:

- Utilise data-driven insights to segment the customer base and tailor retention strategies to different customer segments.
- Implement personalised communication and engagement plans based on customer behavior and preferences.

Loyalty Programs:

- Design and manage customer loyalty programs that incentivise repeat business and customer advocacy.
- Continuously optimise loyalty programs based on performance metrics and customer feedback.

Communication Campaigns:

- Oversee the development and execution of targeted communication campaigns to engage and retain customers.

Feedback Collection:

- Implement systems for collecting customer feedback and insights to identify areas for improvement.
- Work closely with customer support and product teams to address customer concerns and enhance the overall customer experience.

Data Analysis:

- Analyse customer data and key performance indicators to measure the success of retention efforts.
- Implement data-driven decision-making processes to continually optimise retention strategies.

Cross-functional Collaboration:

- Collaborate with product, marketing, and customer support teams to ensure a seamless and consistent customer experience throughout the customer journey.

***Person Specification**
- Extensive experience in customer retention developing and implementing effective retention strategies, reducing churn, and enhancing overall customer satisfaction.
- Strong familiarity with the print/digital media landscape and understanding of current trends in customer retention.
- Strong analytical capabilities, with the ability to interpret customer data and metrics to drive informed decisions.
- Strategic Thinker: Demonstrated ability to think strategically and execute effective retention initiatives aligned with business goals.
- Communication Skills: Excellent written and verbal communication skills, with the ability to convey complex ideas and strategies to diverse stakeholders.
- Customer-Centric Approach: A deep understanding of customer behavior and a commitment to delivering exceptional customer experiences.

**About dmg:media**
- "dmg media's brands deliver highly engaging, trusted content to millions of loyal customers around the globe, 24-hours a day, seven days a week. The Mail brand reaches one in two Brits every month and is officially the best-read, most recognised, most engaged newsbrand in the country.*_
- _Together, Daily Mail, The Mail on Sunday, MailOnline, Mail+, Metro, Metro.co.uk, i and inews.co.uk reach more than 10.1m people daily in the UK.*_
- _Globally, dmg media's brands reach 190M unique browsers every month across its domains and apps.**_
- _Our newsbrands maintain an unwavering commitment to uncovering the stories that matter most to our readers, ensuring that we remain experts at delivering relevant and insightful content._
- _In October, the Mail became the largest news publisher on TikTok with over 7- million followers._
- _PAMCo H2 2023_
- **GA 2023 September"_

**Our Commitment


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