Head of CRM and Retention Marketing

Papier, purveyors of an eclectic emporium of stationery and desk products that invite curiosity and contemplation, is looking for a Head of Lifecycle Marketing.

It’s an exciting time to join Papier, particularly as we ramp the business in both the UK and the US. This is a critical role with a chance for fast, outsized impact.

**WHAT YOU’LL DO**:

- Work alongside the CMO to scale a new vision for lifecycle marketing focused on catalyzing retention and growing customer LTV
- Develop a roadmap for testing retention strategies, with specific focus on retention marketing, with clear KPIs including growing LTV
- Analyse retention and lifecycle performance and identify & deliver both quick wins and longer-term optimization improvements
- Work with our business insights and finance team to develop models that drive lifecycle and retention decisions, enabling us to execute more targeted, relevant, and personalised campaigns
- Drive Optimization: growth through continuous testing, customer segmentation, creative partnership, landing page optimization
- Analyse and refine key audience segments to identify opportunities for increased engagement, open rates, click through rates, revenue, etc
- Develop monthly and annual forecasts for Repeat Orders
- Own the reporting of Repeat KPIs and effectively communicate them to the wider business
- Manage the retention marketing budget, setting CPRO targets and working with the Performance Marketing team to ensure targets are adhered to
- Work cross-functionally with Performance Marketing, BI, Insight, and Technology teams to effectively deliver your strategy
- Collaborate with other internal teams on shared projects to achieve the most impactful customer journeys possible, including a harmonious brand voice and strategy across all marketing channels
- Build and execute a strong referral and loyalty strategy
- Manage, develop and lead a small but mighty team, ensuring they can execute the strategy successfully, and have actionable development plans in place.

**Requirements**:

- 6-8 years of relevant customer marketing experience in an eCommerce environment, with proven experience managing a team
- Deep experience and expertise running lifecycle and/or retention initiatives in the US
- Analytically minded with a strong understanding of retention and marketing KPIs, as well as attribution and cohort analysis
- A strong overall CRM platform technical skills with Braze.
- Strong experience in owning roadmaps, budgets, and forecasts
- A fast learner who can climb the learning curve with speed coupled with a bias for action
- Agile and adaptable, a leader who is not afraid to roll up your sleeves to get it done and quickly
- Have strong communication and collaboration skills, with the ability to impart information in a clear manner, and effectively work cross-functionally
- Are a proactive and flexible self-starter who thrives off ownership and responsibility
- Experience in managing and nurturing teams. A team leader who champions best practice and can build a high performing team.

**Benefits**
- We recognise the need for a work-life balance and offer a hybrid working model of 3 days in the office at Maison Papier, our lovely Camden office.
- 25 days annual leave per year + buy an extra five days.
- 20 days per year to Work from Anywhere.
- Private medical and rewards scheme with Vitality Health (including 50% off gym memberships with Virgin Active, Pure Gym and more).
- Enrolment into the Papier Pension scheme through the People Pension.
- Enhanced parental leave policies.
- Cycle to work loan scheme.
- £75 personal stationery allowance, and £150 to spend on our Occasion stationery for a lifetime special event
- 40% staff discount along with a family and friends discount.
- Papier with Purpose. We give back to the community and offer 2 days paid per year to volunteer for a cause you/we care about.
- Constant access to mental health, well-being resources and support from our in-house first aiders.
- Weekly team lunches & regular cultural trips.
- Our pooches are a part of the Papier team and you may see them from time to time in Maison Papier.
- Inclusive and friendly team who will make you feel welcome from day one.

At Papier, we believe that the diverse perspectives of all paper people deserve to be celebrated. A creative and curious community, we strive to be inclusive and equitable to all. We’re an equal-opportunity employer and do not discriminate against any employee or applicant on any grounds. From hiring processes to day-to-day business, we aim to create an environment that is accessible and safe for everyone. We’re always working towards building a balanced and supportive workplace, with policies and ways of working to ensure everyone can make the most of their time with at Papier.