Customer Experience Strategist

4 days ago


London, Greater London, United Kingdom Fella and Jones Full time
Job Title: Customer Experience Strategist

Estimated Salary: $80,000 - $100,000 per year

About Fella & Jones

Fella & Jones is partnered with a premium women's wear brand to provide top-notch services. The company is looking for a talented customer experience strategist to join their team.

Key Responsibilities:
  • Retention Strategy Design: Develop and implement retention strategies across CRM, email, SMS, and loyalty channels to enhance customer engagement and loyalty.
  • Customer Journey Mapping: Map and optimize the customer journey to boost repeat purchases and loyalty.
  • Data-Driven Insight: Build and manage retention analytics frameworks to uncover insights and inform decisions.
  • Loyalty Program Design: Create and optimize loyalty programs that elevate the customer experience.
  • Campaign Leadership: Oversee the execution of email and SMS campaigns with impactful, personalized messaging.
  • Cross-Functional Collaboration: Work with marketing, creative, and e-commerce teams for seamless customer experiences.
  • A/B Testing & Optimization: Test and refine retention tactics to achieve key metrics like repeat purchase rates.

Required Skills and Qualifications:

  • Experience: 2+ years in retention marketing, CRM, or lifecycle marketing (fashion/e-commerce preferred).
  • Analytical Mindset: Proficiency with tools like Google Analytics and CRM platforms to leverage customer data.
  • CRM Expertise: Proven track record in managing email, SMS, and loyalty programs.
  • Customer-Centric Approach: Strategic thinker passionate about enhancing the customer journey.


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