Customer Retention Lead

2 weeks ago

London, United Kingdom Salt Search Full time

**Key Role Responsibilities**:

- Own the retention rate metric across the business and ensure the monthly retention rate target is being hit.
- Identify gaps and opportunities to increase retention using data from tools - Google analytics, Hotjar, Shopify,CRM..etc.
- Define, test, launch and run retention strategies and campaigns.
- Develop the CRM Strategy to increase loyalty and retention.
- Work with Prod. Development, content and marketing teams to enhance user experience and communications.
- Identify & test new technologies and practices to improve retention rate performance.
- Build insight to share with the various functions in the team to build on the overall proposition.

**Key Skills Required**:

- Hold 5+ years of experience as a CRM Manager, preferably within eCommerce.
- Possess proven experience developing a CRM strategy with clear delivered results.
- Excellent knowledge of how to manage retention programs and campaigns from end-to-end
- Expert use of customer platforms such as Omnisend, Google Analytics, etc.
- Hold excellent communication & interpersonal skills and a passion for creating a great product and user experiences.
- Basic Photoshop/Design programme knowledge to create assets for CRM campaigns would be preferred but not essential

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