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Customer Retention Strategist

1 month ago

London, Greater London, United Kingdom Fuel Ventures Full time
Job Description:

Cult Mia is a pioneering luxury fashion marketplace, revolutionizing the way consumers discover and engage with exclusive, values-driven brands. As a Customer Retention Strategist, you will play a pivotal role in driving business growth through data-driven marketing initiatives.

About the Role:

Reporting to our Head of Marketing, you will be responsible for developing and executing a comprehensive CRM strategy across email, SMS, and WhatsApp. Your primary objective will be to increase customer lifetime value by fostering loyalty and retention.

Key Responsibilities:

  • Collaborate with cross-functional teams to translate the overall marketing strategy into actionable CRM initiatives.
  • Develop and manage day-to-day email and SMS campaigns, identifying opportunities to optimize performance and drive customer engagement.
  • Implement localized strategies to boost growth in key markets (US and ME) while maintaining a reactive approach to the needs of the business.
  • Analyze key metrics such as repeat customer rate, CLTV, and loyalty programme sign-ups to inform retention strategies.
  • Drive retention through targeted activations, ensuring visibility across email and SMS touchpoints and supporting the retention of VIP customers.
  • Create A/B tests to continuously optimize the CRM strategy across different customer segments and creative messaging tactics.
Requirements:

To succeed in this role, you will need:

  • 2 years of experience in CRM
  • A strong understanding of the luxury/fashion industry
  • Knowledgeable about customer retention and increasing lifetime value
  • Experience in retention tactics for high-value/VIP customers
  • Passion for data analytics and customer segmentation
  • Hands-on experience using Klaviyo (or similar systems)
  • A test-and-learn approach and willingness to try new methods and approaches
  • A flexible attitude, embracing ambiguity and change

This is a hybrid role with 2 days a week in our London office.

Benefits:

We offer a competitive salary range of £55,000 - £65,000 per annum, commensurate with experience, along with a comprehensive benefits package, including health insurance, pension scheme, and generous vacation time.