Director of Retention and Loyalty

2 months ago

Manchester, United Kingdom Humankind Global Recruitment Full time
Job Description

Job Title: Director of Retention and Loyalty

Job Summary:

We are seeking a highly experienced and skilled Director of Retention and Loyalty to join our team at Humankind Global Recruitment. As a key member of our marketing department, you will be responsible for developing and implementing strategies to increase customer engagement and retention.

Key Responsibilities:

  • Translate business vision and strategy into concrete, measurable goals and identify process improvements.
  • Oversee retention performance and establish key performance indicators (KPIs).
  • Provide input into the CRM operating budget and ensure efficient use of marketing spend.
  • Act as a subject matter expert on increasing customer engagement and implementing rewards and discounts programs.
  • Develop best practices for lifecycle management, segmentation, and targeting strategies.
  • Report results and learnings to all teams and provide recommendations based on program effectiveness.
  • Establish testing methodologies and ensure accuracy of data-driven insights.
  • Generate actionable customer behavior insights for marketing and product teams.
  • Forge strong partnerships with the heads of marketing team to ensure brand strategy execution.
  • Collaborate with analytics to set up processes and dashboards for program performance measurement.
  • Lead product recommendations to develop global CRM technology strategy.

Requirements:

  • 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.
  • Strong organizational and project management skills, with the ability to manage multiple projects and deadlines.
  • The ability to travel internationally (15-20% / once or twice a quarter).

What We Offer:

  • Attractive salary and benefits package.
  • Private health cover.
  • Death in service benefit.
  • Pension.
  • Various discounted products and services.

About Us:

Humankind Global Recruitment is a digital marketing business enjoying hyper-growth at the moment. We 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.

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