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Customer Retention Specialist

2 months ago

Birchwood, United Kingdom Arne Clo Ltd Full time
About the Role

We are seeking a highly skilled CRM Loyalty Program Manager to join our team at Arne Clo Ltd. As a key member of our marketing department, you will be responsible for developing and implementing CRM strategies that enhance customer retention, satisfaction, and lifetime value.

Key Responsibilities
  • Develop and Execute Loyalty Strategies: Own the ARNE Loyalty Scheme across ARNE UK and International, ensuring each touchpoint is designed to bring value to the ARNE customer.
  • Collaborate with Cross-Functional Teams: Work with our internal Data and Finance teams to define loyalty costings, track success, monitor cohort performance, and increase customer lifetime value.
  • Implement Loyalty-First Approach: Work with the wider Marketing, Ecomm, and Product & Warehouse teams to ensure we adopt a loyalty-first approach.
  • Monitor and Analyze Performance: Conduct weekly and monthly reporting on cohort performance, identifying trends in behavior and subsequent actions.
  • Develop Automated Strategies: Work within the CRM team to develop automated strategies designed at moving customers through loyalty tiers through effective segmentation.
  • Global Loyalty Strategy: Liaise with our internal Design team to build and execute the Global ARNE loyalty strategy.
  • AB Testing and Optimization: Develop a robust AB testing plan, ensuring we continue to optimize the schemes' offerings and subsequently improve customer value.
  • Cross-Channel Communication: Work cross-channel, ensuring all loyalty communication are delivered in a way most-optimized for the customer.
Requirements
  • CRM Experience: Previous experience in a CRM role, with specific focus on loyalty/improving customer value.
  • Data-Driven: Data-driven, with experience using platforms such as Shopify, Klaviyo, and Triple Whale.
  • Stakeholder Management: Strong stakeholder management, including regularly presenting back on performance and 'what's next?' when it comes to ARNE loyalty.
  • Organizational Skills: Highly organized and process-driven, making sure decisions are insight-led.
  • International Experience: Experience working on an international level is advantageous.
  • Project Coordination: Strong project coordination with the ability to manage multiple tasks.
  • Performance Reporting: Able to report on performance, identifying trends and actioning accordingly.
  • Customer Segmentation: Experienced in customer segmentation and the ability to show value.
What We Offer
  • Recognition: We are proud to be recognized as a Medium-sized Sunday Times Best Place to Work for 2024.
  • Holidays: 32 days holiday (including Bank Holidays) + your Birthday off.
  • Holiday Increase: Holidays increasing up to 36 days with service.
  • Option to Buy/Sell Holidays: Option to buy/sell holidays.
  • Staff Discount: Generous staff discount.
  • Private Healthcare: Private healthcare, including dental and optical plans, after probation.
  • Health Cash Plan: Health cash plan from day one.
  • Life Assurance: Life assurance paying 5x annual salary from day one.
  • Discounted Marketplace: Discounted marketplace with money off/cash back from 100's of places.
  • Employee Assistant Programme: Employee assistant programme.
  • Cycle to Work Scheme: Cycle to work scheme.
  • Tech Scheme: Tech scheme.