Director of Retention and Loyalty

1 month ago

Manchester, United Kingdom Humankind Global Recruitment Full time
Job Title: Director of Retention and Loyalty

We are seeking a seasoned professional to lead our retention and loyalty efforts, driving customer engagement and profitability for our agency clients.

Key Responsibilities:
  • Develop and implement retention programs, including loyalty, rewards, and gamification strategies
  • Oversee the strategy and implementation of customer engagement initiatives
  • Collaborate with cross-functional teams to drive process improvements and identify opportunities for growth
  • Establish and track key performance indicators (KPIs) to measure retention performance
  • Provide input into the CRM operating budget and oversee the efficient use of marketing spend
  • Act as a subject matter expert on customer engagement and loyalty program design, implementation, and management
  • Develop best practices for lifecycle management, segmentation, and targeting strategies
  • Establish testing methodologies and ensure accuracy of data-driven insights
Requirements:
  • 10+ years of experience managing retention programs, with expertise in customer engagement and loyalty program design, implementation, and management
  • 7+ years of experience driving retention performance, including building a learning culture and managing marketing experimentation
  • 7+ years in a leadership or management role, demonstrating the ability to lead and influence cross-functional teams and agency partners
  • Strong organisational and project management skills, with the ability to manage multiple projects and deadlines
  • The ability to travel internationally (15-20% / once or twice a quarter)
About the Company:

We are a digital marketing business enjoying hyper-growth at the moment. We are experts within the entertainment sectors, and for an experienced, Director level, CRM / Retention and Loyalty expert, this represents a great opportunity to think outside of the box and get involved in the types of projects you won't be able to, elsewhere.

In addition to an attractive, Director level, salary DOE, some additional benefits include;

  • Private health cover
  • Death in service benefit
  • Pension
  • Various discounted products and services

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