Head of Customer Retention Marketing Specialist

4 weeks ago

London, Greater London, United Kingdom Illuminate Recruitment Ltd Full time
About the Role

We are seeking an experienced Head of Customer Retention Marketing to join our team at Illuminate Recruitment Ltd. As a key member of our marketing team, you will be responsible for designing and executing a comprehensive customer engagement and retention strategy.

Key Responsibilities
  • Develop and implement a holistic customer engagement and retention strategy to enhance customer satisfaction, increase loyalty, and boost revenue growth.
  • Create and manage customer segmentation strategies to optimize engagement and drive increased lifetime value for key member segments.
  • Partner with the Experience team to design and deliver tailored communications throughout the customer journey, with a focus on reducing churn and improving satisfaction.
  • Build a robust reporting framework to track and measure the success of CRM initiatives, identifying areas for improvement.
  • Support cross-functional efforts to drive customer acquisition, satisfaction, and long-term revenue retention.
  • Reimagine and oversee customer referral and loyalty programs, driving member advocacy and engagement.
  • Implement a continuous improvement approach through testing and iterating on campaigns, communications, and strategies.
  • Assess and leverage marketing technologies to enhance automation, personalization, and efficiency across CRM activities.
Requirements
  • 7+ years of experience in CRM, customer lifecycle marketing, or retention roles, ideally in client-facing or customer-centric environments.
  • Proven experience delivering large-scale CRM programs and campaigns with tangible results.
  • Deep understanding of CRM/ESP platforms such as Braze, or similar.
  • Familiarity with sales CRM tools such as HubSpot, Freshsales, or Pipedrive.
  • Proficient with analytical tools (e.g., GA4, HotJar, Firebase, Amplitude) to track customer behavior and optimize campaigns.
  • Strong experience developing and managing customer loyalty and reward programs.
  • Demonstrable leadership skills, with a track record of building and managing high-performing teams.
  • Experience in a high-growth startup or membership-based business is highly desirable.
What We Offer

We offer a competitive benefits package, including 25 days of annual leave, a pension scheme, regular company social events, and more. If you're a CRM expert who's passionate about creating meaningful customer experiences, we'd love to hear from you.

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