Senior Marketing Manager: Customer Retention

3 weeks ago

Chester, United Kingdom Chester Zoo Full time

Senior Marketing Manager: Customer Retention & Development Full time, permanent contract with an option for some working from home.
We are Chester Zoo We're not just an amazing, award-winning visitor attraction that's home to 20,000 incredible animals inside 128 acres of stunning gardens.
We're not just the UK's most popular zoo and most visited attraction outside London.
We're a leading global wildlife charity that's committed to the recovery of endangered species, globally.
And, as the world faces an extinction crisis, we're making a hugely significant contribution to conservation at a time when it's needed most.
We are Chester Zoo and we exist to help nature not just survive, but thrive.
The Role We now have an exciting new role for an experienced Senior Marketing Manager to lead customer retention and development.
Reporting to the Head of Brand & Marketing and working as part of the senior marketing team, this role will: Champion the customer across the organisation, driving insight and influencing the end to end customer experience across channels and income streams Develop and manage all customer communications, including the development of innovative CRM programmes to maximise lifetime value Build a strong network of relationships with our DMOs and ticket partner organisations, driving influence and income through these channels Work with the team to develop strong customer products and experiences, rooted in insight.
We're looking for someone who can: Develop our strategy and plans to drive loyalty and LTV across audiences.
Develop the positioning and branding for new customer products and experiences eg across memberships and adoptions.
Work with teams to implement plans for customer growth, leading and improving the customer journey across all channels after acqusistion.
Develop and manage CRM programmes to acquire, grow and retain customers Lead on relationships with travel trade partners and others third parties to develop new opportunities, building our profile nationally and internationally.
Drive insight across customer audience groups and products to ensure products are competitive and the end-to-end customer experience is continually improving.
What makes Chester Zoo a great place to work?
Well, where do we start?
Here goes We're a huge team of conservationists, scientists, educators, animal welfare experts, marketeers, visitor experience professionals, environmental policy influencers; the list goes on.
Each and every one of us is on a mission to make Chester Zoo the best in the world, and our planet a better place.
As the UK's biggest and best zoo, we have ambitious goals, exciting plans, and there's always lots going on here.
We're an inclusive and diverse organisation, made up of nearly 500 permanent and 500 seasonal team members, and we know how important it is to invest in our colleagues to help boost their career development.
We have ambitious goals, and we want you to be with us for the long term on our exciting journey.
Our working environment could not be more different from a typical office where else can you see critically endangered orangutans from your office window, or stroll among endangered giraffes and tigers on your lunch break?
The Package Permanent contract 40 hours per week £50,000+ Flexible working patterns available 33 days annual leave plus the option to buy or sell up to 5 days additional leave Staff pass so you and your family can visit the zoo during your time off, plus multiple complimentary tickets for your friends and family Cycle to work scheme Healthcare plan and employee assistance programme Discounted gym membership Discounts on cinema tickets, restaurants, high street shops and more via Perks Pension scheme with generous employer contributions up to 9% Our Requirements A relevant degree or demonstrable equivalent experience.
Experience in developing product positioning and cross channel marketing plans in the B2C space, preferably in visitor attractions or membership charities.
Strong experience in developing CRM strategy and plans across planned and reactive communications.
Experience working within CRM systems and customer databases is desirable.
Experience in growth leadership and end to end customer experience and retention.
Experience in developing and managing senior stakeholder relationships.
Experience of leading and managing a team to achieve performance targets.
Experience in planning and delivering against sets of KPIs, producing regular reports and recommendations.
Experience of managing budgets and associated analsyis and reporting.
An understanding of, and commitment to, the mission of Chester Zoo.

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