Customer Experience Specialist

2 months ago

Tunbridge Wells, Kent, United Kingdom Childrensalon Full time

**About Us**

Childrensalon is a leading British childrenswear destination, established in 1952 and online since 1999. We are a forward-thinking company with a strong commitment to family values, creativity, innovation, and heritage.

**Job Summary**

We are seeking an experienced Customer Retention Strategist to drive loyalty, engagement, and retention rates for our customers. As a key member of our team, you will be responsible for cultivating strong relationships with existing customers, ensuring their loyalty, and maximizing their lifetime value.

**Key Responsibilities**

  • Develop and execute retention strategies to enhance customer loyalty and increase customer retention rates.
  • Conduct thorough analysis of customer data to identify trends, behaviors, and preferences.
  • Segment customers based on their buying patterns, demographics, and other relevant factors to create targeted retention campaigns.
  • Work closely with the marketing team to align customer retention strategies with overall marketing initiatives.
  • Monitor customer retention metrics, such as churn rate, repeat purchase rate, and customer lifetime value.
  • Develop and maintain a comprehensive loyalty program to incentivize repeat purchases and reward customer loyalty.
  • Define and track relevant KPIs related to customer retention, loyalty program performance, and overall customer satisfaction.
  • Collaborate with various teams to align customer retention strategies with broader business objectives.

**Requirements**

  • 5+ years of experience in customer retention or a similar role, preferably in the ecommerce or luxury retail industry.
  • Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions.
  • Familiarity with customer segmentation, email marketing, and loyalty program management.
  • Knowledge of ecommerce platforms, CRM systems, and customer analytics tools.
  • Detail-oriented with strong organizational and project management skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Passion for luxury childrenswear and a deep understanding of the target market.
  • Positive attitude, self-motivated, and customer-centric mindset.

**What We Offer**

Childrensalon offers a highly competitive salary, company pension plan, health plan, fully subsidized gym membership, in-house yoga classes, company shuttle, generous holiday allowance, and company discount.

**Equal Opportunities**

Childrensalon is an equal opportunity employer and is determined to ensure that no applicant or team member receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race.

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