Director of Customer Retention

3 weeks ago


Manchester, United Kingdom Storm Guard Roofing and Construction Full time

**Job Overview:**

We are seeking an experienced Director to lead our retention and loyalty efforts, focusing on increasing customer engagement and profitability for all clients.

The ideal candidate will have a strong background in CRM / retention and loyalty, with expertise in customer engagement and loyalty program design, implementation, and management.

**Key Responsibilities:*

  • Oversight of retention performance and establishment of KPIs
  • Providing input into the CRM operating budget and overseeing the efficient use of marketing spend
  • Acting as a subject matter expert on increasing customer engagement and implementing rewards and discounts programs
  • Development of best practices for lifecycle management, segmentation, and targeting strategies
  • Establishment of testing methodologies and ensuring accuracy of data-driven insights

**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

**Estimated Salary:** £80,000 - £110,000 per annum



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