Head of Retention

**Head of Retention & Loyalty**
**£90,000 - £95,000**
**Full Time**
**Manchester (Hybrid M50)**

Are you a self motivated retention and loyalty leader, with an excellent combination of marketing, analytical and communication skills?

In this role you'll be leading the strategy and implementation of retention programs including loyalty and rewards designed to increase engagement and profitability across your customer base, along with using your strong people management skills, to effectively manage best practise.

**The Job...**

Reporting to the Managing Director / Director of Performance and with dotted lines into Commercial, you'll be leading the Retention and Loyalty function across multiple brands within the igaming/sportsbook/online casino sectors. You'll also have line management responsibility for several Player Marketing Managers.

You'll ultimately be accountable for overseeing retention performance and driving the continued evolution of their loyalty and reward programs, ensuring the vision and strategy is translated into concrete and measurable goals. As a leader you'll love to fuel, challenge, and support your team with an approach based around constant innovation.

It’s a full-time role, with flexible hours. There's also plenty of flexibility in terms of where you conduct your work. You'll be in the modern Salford Quays office 2 days a week, with the rest of your work conducted from home.

**You'll be responsible for**:

- Establishing KPIs and partnering with analytics to set up processes and dashboards to measure performance of all programs.
- Creating strategies and defining high-level goals to achieve annual incremental sales, reducing customer churn, and maximising LTV's.
- Providing input into the CRM operating budget and overseeing the effective distribution and usage of marketing spend.
- Providing direction, alignment and efficiency to retention programs.
- Constantly identifying and driving process improvements with our clients, partners, and agency teams to make it easier to get enhancements in market.
- Forging a strong partnership with the brand marketing team to ensure the brand strategy is effectively translated and executed.
- Partnering with the product and engineering teams to build and deploy world class loyalty programs and best in class customer experience for different brands and regions.
- Having a high level of proficiency in crafting presentations to support sound, objective-based, decision making.
- Identifying needs and leading product recommendations to develop a global CRM technology strategy to maximize LTV's and optimise retention KPI's.
- Working closely with operations and IT to ensure proper governance and controls are in place for new initiatives.
- Building a learning culture and providing expert advice on marketing experimentation.
- Managing test and learn capabilities for campaign improvement across channels, optimising redemption mix and engaging customers, leveraging both A/B and multivariate testing, and providing consulting on Design of Experiments (DoE), including advice on statistical power.
- Creating best practices around incrementality and performance measurement, and setting up testing methodologies for all new initiatives, whilst ensuring accuracy of all data driven insights.
- Augmenting customer behaviour knowledge by generating insights that are available & actionable for the marketing and product teams.
- Regular 1-2-1's with your team to ensure best practises are being upheld.

**About You...**

The Head of Loyalty and Retention will have strong experience in delivering personalisation and recommendation platforms at scale, leveraging advanced data science and analytics. Unafraid to throw yourself into new projects that will stretch your skills, you'll have worked in a loyalty/retention role in a marketing function, have proposition development experience and be very comfortable with data analysis. You'll thrive in this role if you have a collaborative approach, are a strong leader (both managing up and down) and are inspired to deliver a best in class experience for your customers.

**Here's some of the key experience you'll need to demonstrate**:

- 7+ years experience managing retention programs, with demonstrable experience on customer engagement and loyalty programs (including design, implementation, and day-to-day management).
- 5+ years experience owning and driving retention performance, including building a learning culture and managing marketing experimentation (AB/Multivariate testing).
- 5+ years experience in a leadership/management role, with demonstrable ability to lead and influence cross-functional internal and external teams and agency partners.
- 3+ years experience in establishing partnerships and building relationships with product and engineering teams. Product management experience would be ideal.
- Solid organisational and project management skills, including strong follow through skills and the ability to manage