Head of Retention

**Head of Retention**

Fancy working at **Virgin Experience Days**? We’re always on the lookout for amazing people to join our friendly team.

There’s never been a better time to come aboard. We’re ambitious and innovative, small and agile, and supercharged by the Virgin brand. With significant growth plans, this is your chance to get stuck in and put your stamp on the future of the business.

You’ll discover an evolving culture that’s full of energy, development opportunities and perks (cocktails, anyone?). We’re out of town, with all the exuberance of a city firm and a product that’s inherently packed with excitement. So, if you want to learn, work hard, and play hard too - we’d love to hear from you.

**Why we want you**

We’re looking for a Head of Retention to join our dynamic and creative marketing team, that is constantly looking to innovate and deliver exceptional results across two markets, the UK & USA.

As Head of Retention, you will be pivotal in unlocking accelerated growth in our business by improving the way we retain, engage and convert our customer database, through data driven marketing and loyalty program development.

**Responsibilities include**:

- Measure performance with regular tracking of KPI’s and supporting narrative
- Lead, build, develop and motivate a team including one direct report and a matrix of peers across related functions, notably Tech, Product Development, Brand, Creative and Analytics
- Working with wider team, define, shape and launch an integrated customer loyalty program to increase customer lifetime value
- Manage the relationship with our Customer Insight agency to ensure collaboration, execution on initiatives and good value from retained services
- Review all systems, data processes and Customer Experience touchpoints and make recommendations on improved performance
- Contribute to wider marketing growth plans, including enhanced online personalization and retargeting through digital marketing channels (display, PPC, social, etc)

**What you’ll need**:

- Data literate, comfortable working with cohort analysis and forecasting and customer segmentation
- Excellent communication skills and attention to detail. Can critique copy and creative with the customer in mind
- Proven experience in driving increased revenue through CRM enhancements
- Proven experience of working with CRM platforms and ESPs
- A tech enthusiast, working with Tech, Data & Product teams and able to communicate effectively to capture detailed requirements
- Strong communicative and interpersonal skills
- Management experience and ability to present at Board level and secure support for long term initiatives

**What’s in it for you?**
- Work from our modern offices based in Bourne End, Buckinghamshire
- Flexible remote working policy (2 days in, 3 days out)
- Free breakfast in the office (cereal, toast, spreads, fresh fruit, coffee, tea)
- Discounts scheme within the Virgin Group (Virgin Tribe Membership)
- Discretionary bonus scheme
- £150 to spend on experiences a year
- The View from the Shard free entry for you and your plus one
- Friends and family discount

**Our Purpose at Virgin Experience Days**
- Ordinary is everywhere, because it’s easy. But we go further, striving for extra at every turn. We look after the small details, we think about the big picture, and we piece it all together to create something really, really special. _
- Our products positively glow with it, transporting our customers to the most incredible worlds. Together with our partners, we open doors to five-star hotels, and unlock Michelin-starred menus. We have you driving Ferraris, jumping out the skywe have you flying World War II warplanes. _
- We know there’s no one size fits all for extraordinary, so look a little closer and you’ll discover we’re extraordinary to the core._
- We champion each other and care about our environment for an extraordinary workplace. We surprise and delight for extraordinary customer relationships. We work hard and smart for extraordinary outputs. All this means we can hire extraordinary people who keep bringing it, keep improving, keep sprinkling that extraordinary magic dust._

**Job Types**: Full-time, Permanent

Additional pay:

- Bonus scheme

**Benefits**:

- Casual dress
- Company events
- Discounted or free food
- Employee discount
- Flexitime
- Wellness programmes
- Work from home

Schedule:

- Monday to Friday