Director of Customer Loyalty and Retention

4 weeks ago


London, Greater London, United Kingdom Salt Full time
Job Description

At Salt, we are seeking a seasoned professional to lead our Customer Retention and Loyalty efforts. As the Head of Customer Retention and Loyalty, you will be responsible for developing and executing a comprehensive strategy to drive customer loyalty and retention.

Key Responsibilities:

  • Develop and execute a retention strategy to drive frequency, LTV, retention, loyalty, and business success
  • Own and drive the loyalty strategy, including implementing changes to our existing loyalty program
  • Lead a team responsible for CRM communications, email, SMS, and direct mail
  • Collaborate with the Digital and Ecom team to ensure CRM communications align with brand objectives
  • Manage agency partners and further develop the CRM team to meet business objectives

Requirements:

  • Previous experience in a Head of CRM role managing a team
  • Established track record leading retention and loyalty campaigns
  • Ideal experience in retail, travel, or ecom environments
  • Entrepreneurial and collaborative approach with strong communication skills
  • Passion for digital, CRM, and loyalty


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