Customer Retention Strategist

2 weeks ago


Manchester, United Kingdom boohooMAN Full time

Job Overview

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At boohooMAN, we're on a mission to become the world's number one streetwear brand. We're looking for a highly skilled and strategic individual to join our team as a Customer Retention Strategist.

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About the Role

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This is an exciting opportunity to lead our CRM function and drive business growth through customer retention and acquisition. As a key member of our digital marketing team, you'll be responsible for developing and executing strategies to nurture customers, deliver sales, and drive revenue growth.

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Your Key Responsibilities

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  • Steer our high-performance CRM team to achieve business and commercial objectives, including AOF, CLTV, revenue per user, campaign engagement & conversion, premier subscriptions, email subscriptions & app downloads.">
  • Oversee the end-to-end management and execution of global email and push notification campaigns to engage customers and drive sales.">
  • Represent CRM and work across departments and marketing channels to shape and develop integrated, data-led customer journeys.">
  • Lead CRM initiatives and channel integrations, including formulating and delivering a cross-channel, data-driven segmentation strategy, ensuring campaigns are relevant to customers through campaign personalization, using insights to balance brand and trade messaging, defining & leading a cross-departmental database growth plan, migration of Push Notifications into ESP, creating and embedding send time optimization models, and potentially implementing Facebook Messenger and WhatsApp.">
  • Create bespoke and dynamic campaign plans to target key cohorts of customers, building brand loyalty and meeting customer objectives for the business.">
  • Collaborate with internal insights and marketing research teams to build and enhance customer insights and data, using this to further develop targeting and segmentation.">
  • Serve as the boohooMAN CRM representative across brands, actively nurturing regular feedback meetings, sharing best practices & knowledge, harnessing the collective experience from a network of CRM experts to push group progress forward.">
  • Deliver weekly, monthly, quarterly, and ad-hoc reports highlighting achievements, upcoming projects, and insights to the leadership team.">
  • Be the key stakeholder for ESP relationships, ensuring the technology is being used to its full potential and a strong working partnership is maintained.">
  • Monitor and develop ESP structure and architecture, ensuring database quality and validity is not compromised.">
  • Act as the Marketing GDPR representative, regularly liaising with Legal and other business stakeholders to ensure all marketing teams are in line with legislation.">
  • Manage CRM team hierarchy, identifying team growth areas and create development solutions through coaching, mentoring, and knowledge-sharing opportunities.">
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What You'll Need

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  • A creative, analytical, and commercially driven individual.">
  • Experience within a CRM Management role.">
  • Experience in email marketing and campaign management tools.">
  • Highly organized and process-driven.">
  • Demonstrable customer-centric thinking.">
  • Self-motivated and enthusiastic approach to work who excels in challenging environments.">
  • Actively keeps up to date, researching and reporting on new trends and industry best practices.">
  • Excellent command of MS Office-package.">
  • Team player, able to work with multiple business functions to achieve objectives.">
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Why Join Us

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We're a rapidly growing e-commerce fashion brand with 13 brands (and counting) under our umbrella. Our mission is to create a workplace where everyone is respected, their individual differences are valued, and they can be themselves at work without exception.

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What We Offer

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  • The opportunity to take part in our various share schemes.">
  • Core hours enable you to flex your working times around your needs on an ad-hoc basis.">
  • Benefits that support your health and wellbeing.">
  • Up to 40% discount off all of our brands.">
  • A social calendar that's next level.">
  • HQs in Manchester and London, and offices across the globe (some are dog-friendly), offering a buzzing atmosphere and the boohoo family culture wherever you work.">
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Salary

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An estimated salary range of £55,000 - £70,000 depending on experience, location, and qualifications.



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