Director of Customer Retention
3 weeks ago
**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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