Retention and Loyalty Strategist

2 months ago

Manchester, United Kingdom Humankind Global Recruitment Full time
Job Description

Job Title: Director, Brand and Community

Job Summary:

We are seeking a seasoned professional to lead our retention and loyalty efforts. As a Director, Brand and Community, you will be responsible for developing and implementing strategies to increase customer engagement and loyalty.

Key Responsibilities:

  • Translate vision and strategy into concrete, measurable goals and identify process improvements with clients, partners, and agency teams.
  • Oversee retention performance and establish key performance indicators (KPIs).
  • Provide input into the CRM operating budget and oversee the efficient use of marketing spend.
  • Act as a subject matter expert on increasing customer engagement and implementing rewards and discounts programs.
  • Develop best practices for lifecycle management, segmentation, and targeting strategies and report results and learnings to all teams.
  • Establish testing methodologies and ensure accuracy of data-driven insights and generate actionable customer behavior insights for Marketing and Product teams.
  • Forge strong partnerships with the Heads of Marketing team to ensure brand strategy execution.
  • Collaborate with analytics to set up processes and dashboards for program performance measurement.
  • Lead product recommendations to develop global CRM technology strategy.

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.
  • 5+ years of experience establishing partnerships and building relationships with product and engineering teams (Product Management experience preferred).
  • Strong organisational and project management skills, with the ability to manage multiple projects and deadlines.
  • The ability to travel internationally (15-20% / once or twice a quarter).

What We Offer:

  • Attractive, Director level, salary DOE.
  • Private health cover.
  • Death in service benefit.
  • Pension.
  • Various discounted products and services.

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