Director of Customer Retention

1 month ago

Manchester, United Kingdom Humankind Global Recruitment Full time
Job Description

Director of Retention and Loyalty

This is a unique opportunity to lead our retention and loyalty efforts, driving engagement and profitability for our clients. As a seasoned marketer with a background in CRM and retention, you will oversee the strategy and implementation of retention programs, including loyalty, rewards, and gamification.

Key Responsibilities:

  • Translate vision and strategy into concrete, measurable goals and identify process improvements with clients, partners, and agency teams.
  • Oversee retention performance and establish KPIs.
  • Provide input into the CRM operating budget and oversee the 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 and report results and learnings to all teams.
  • Establish testing methodologies and ensure accuracy of data-driven insights and 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 organisational 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).

About the Company:

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.

Benefits:

  • Private health cover
  • Death in service benefit
  • Pension
  • Various discounted products and services

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