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Senior Manager of Customer Retention

2 months ago

London, Greater London, United Kingdom loveholidays Full time
About the Role

We are seeking a highly skilled and experienced professional to lead our Customer Relationship Management (CRM) strategy and team. As the Head of CRM, you will be responsible for developing and executing a comprehensive CRM strategy that drives bookings and retention growth for loveholidays.

Key Responsibilities
  • Lead CRM Strategy: Develop and execute a CRM strategy that aligns with the company's overall business objectives and drives customer engagement and retention.
  • Manage CRM Team: Lead and manage a team of CRM professionals responsible for executing the CRM strategy and delivering high-quality customer communications.
  • Personalize Customer Communications: Develop and implement personalized automated customer communication journeys that drive customer engagement and retention.
  • Improve Customer Communications Capability: Continuously improve our customer communications capability, increasing personalization capabilities and delivering at a high level with a lean team.
  • Drive Consistency and Excellence: Ensure consistency and excellence in customer messaging, ensuring that communications deliver value for customers and reflect the loveholidays brand.
  • Use Data-Driven Approach: Use a data-driven approach to analyze key metrics and inform decision-making, ensuring CRM strategies are effectively measured and optimized for success.
  • Expand CRM Channels: Expand our CRM channels beyond email and push notifications, improving our ability to reach the right customer, at the right time, through the right channel and with the right message.
  • Collaborate with Teams: Work closely with our CRM Engineering team to continually improve our customer communications program, focusing on personalization, automation, and configurability.
  • Collaborate with Data Science and Analytics Team: Collaborate with our Data Science and Analytics team to improve customer segmentation and targeting.
Requirements
  • Extensive CRM Experience: Extensive experience working in CRM for a digital ecommerce brand.
  • People Management Experience: Experience in a people management or 'head of' role.
  • Collaboration Experience: Experience of working closely and collaboratively with engineering and product teams.
  • Data-Driven Mindset: Highly data-driven mindset with a strong emphasis on using data and analysis to drive decisions.
  • CRM Value Chain Experience: Proven experience working across the CRM value chain, including strategy, content, communications, technology, and operations.
  • Customer Mindset: Strong customer mindset, with an eye for detail and ability to understand what delivers impact for customers and for the business.
  • Ambition: Ambition to deliver big impact in a growing business.
  • Hands-On Style: Hands-on style, with the ability to operate at multiple levels.
  • Commercial and Technical Knowledge: Strong understanding of the commercial, customer, and technical KPIs that determine success in CRM.
Desirable Qualifications
  • Travel Sector Experience: Experience in the travel sector.
  • Language and Market Experience: Experience working in multiple languages and markets.
  • Braze Platform Experience: Experience of the Braze platform and Liquid language.