Customer Retention Specialist

2 weeks ago


London, Greater London, United Kingdom Fuel Ventures Full time

Cult Mia, a pioneering online luxury fashion marketplace, is seeking a seasoned Customer Retention Specialist to spearhead their CRM strategy and drive customer loyalty.

This is a unique opportunity to join a rapidly growing company and contribute to the development of a comprehensive customer retention program.

The ideal candidate will have a proven track record in CRM management, a strong understanding of luxury fashion, and experience in retention tactics for high-value customers.

About the Role

As a key member of the marketing team, the Customer Retention Specialist will be responsible for developing and executing strategies to increase customer lifetime value, drive repeat business, and enhance customer engagement.

Key Responsibilities

  • Translate the overall marketing strategy into channel-specific CRM initiatives, maintaining a reactive approach to business needs.
  • Manage the day-to-day running of email and SMS marketing campaigns, identifying opportunities to optimize performance.
  • Develop localized strategies to drive growth in key markets (US and ME), incorporating local trends and preferences.
  • Support the growth of customer retention, improving key metrics such as repeat customer rate, CLTV, and loyalty program sign-ups.
  • Drive retention through targeted activations, ensuring visibility across email and SMS touchpoints.
  • Collaborate with the content team to align with broader marketing messaging and content.
  • Monitor customer database growth and develop initiatives to maximize data capture.

Requirements

  • 2+ years of CRM experience
  • Strong understanding of luxury fashion
  • Knowledgeable about customer retention and increasing lifetime value
  • Experience in retention tactics for high-value customers
  • Passionate about data analytics and customer segmentation
  • Strong hands-on experience using Klaviyo or similar systems
  • Flexible attitude, embracing ambiguity and change

This is a hybrid role with 2 days a week in our London office.



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