Customer Retention Specialist
7 days ago
We are Beauty Bay, a leading beauty retailer seeking a skilled Digital Engagement Manager to join our team. As a key member of our customer engagement team, you will play a vital role in delivering our multi-channel CRM program.
Key Responsibilities:
- Develop and execute effective digital marketing strategies to drive customer engagement and retention.
- Plan and deliver automated programmes, including lifecycle campaigns, newsletters, dynamic email content, app push notifications, and in-app messaging.
- Leverage data to create personalized and targeted customer journeys, ensuring a seamless experience across all touchpoints.
- Collaborate with cross-functional teams to ensure end-to-end delivery of CRM communications, including planning, briefing, copywriting, setup, proofing, translation, implementation, and campaign reporting.
- Drive success through the CRM testing programme, ensuring good visibility of overall results and testing mechanics to improve KPIs.
- Understand and deliver business objectives, adding proactive impact to wider business KPIs, including customer satisfaction and product initiatives.
- Engage with third-party vendors like Emarsys for ongoing development, account management, best practice, and technical developments.
- Work closely with commercial, brand, and trading teams to plan CRM contact and content strategy to maximize revenue opportunities.
Requirements:
- Accuracy in content and data, and strong organizational and teamwork skills.
- Aptitude in understanding and delivering excellent customer outcomes at every touchpoint.
- Experience or interest in email and app technology – Emarsys experience preferred.
- Commercially minded with a creative awareness.
- Flexible and adaptable – experience of working in fast-paced retail is ideal.
- 12 months' experience within a CRM role is essential.
Estimated Salary: £38,000 - £50,000 per annum, depending on experience.
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