Customer Retention Marketing Specialist

24 hours ago

Lowestoft, Suffolk, United Kingdom Harrod UK Ltd Full time
Role Summary

We are seeking a Customer Retention Marketing Specialist to join our team at Harrod UK Ltd.

The successful candidate will own the strategy for driving customer retention, reactivation, and lifetime value.

Key responsibilities include planning and developing multi-channel CRM strategy, implementing and optimising campaign execution and segmentations across Harrod Horticultural and Harrod Sport brands.

Key Responsibilities
  • Manage the day-to-day running of our Email marketing strategy including owning the email marketing calendar for our newsletter and the set up/maintenance of automated customer journeys within Dotdigital, identifying opportunities to regularly optimise performance to drive KPIs (loyalty, engagement, reactivation).
  • Plan and shape exciting customer journeys and communication strategies based on customer insight and behaviour.
  • Improve relevancy/personalisation of all email through different content or appropriate customer segmentation and targeting including the use of preference centres.
  • Create testing plans to ensure continual testing and learning with A/B experiments to drive email KPIs (open rate, click rate, purchase) at customer segment level to ensure we are continuously optimising.
  • Develop initiatives to ensure we are maximising data capture of potential customers (including the set-up of new pop-ups or data capture points across channels) and driving engagement and conversion from these sign-ups.
  • Collaborate with the Social Media & Communications Executive to align with broader marketing messaging and content, and manage the build and scheduling of all campaign emails. Including elements of copywriting and visual assets.
  • Own weekly and monthly email and customer segment performance reviews, interpreting data and insights to generate learnings for future activity.
  • Support the growth of customer retention, driving improvements across key metrics such as repeat customer rate and customer lifetime value.
  • Plan and co-ordinate all DM and online brochures, including product selection, pagination planning, creative stages and final print.
  • Event & exhibition management and co-ordination, delivering on customer retention opportunities.

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