Customer Retention Specialist

4 months ago

Royal Tunbridge Wells, United Kingdom Childrensalon Full time

Established in 1952 and online since 1999, Childrensalon is an award-winning, forward-thinking British childrenswear destination with family at its heart.

Childrensalon believes there is beauty in diversity and difference, as resembled by our wonderful team. Our vision of being the most inclusive, diverse, and humane company is very important to us as is our culture of fairness, openness, and transparency. We are committed to the career progression and advancement of every team member as well as welcoming the best external talent in the industry. Everything we do is inspired by our core values of family, creativity, innovation and heritage, still with a commitment to exceptional personal service and dressing children beautifully.

We have an exciting opportunity to support our growth and are searching for an experienced Customer Retention Specialist to drive loyalty, engagement and increase retention rates.

As the Customer Retention Specialist, your main objective is to cultivate strong relationships with existing customers, ensuring their loyalty and maximizing their lifetime value. Collaborating with customer-centric teams, you will create exceptional experiences and build enduring connections. Your responsibilities include developing and executing retention strategies, conducting customer segmentation and analysis for targeted campaigns, and maintaining the loyalty program to recognise and reward loyal customers. Tracking and reporting key performance indicators, you will provide valuable insights to senior management, aligning retention initiatives with business objectives through regular reports and presentations.

This role will be hybrid with 1 day a week, depending on business needs, based at our Head Office in Tunbridge Wells.

Responsibilities:

Design and implement initiatives to enhance customer loyalty and increase customer retention rates. Identify opportunities for improvement and develop action plans to address customer churn. Conduct thorough analysis of customer data to identify trends, behaviours, and preferences. Segment customers based on their buying patterns, demographics, and other relevant factors to create targeted retention campaigns. Work closely with the marketing team to align customer retention strategies with overall marketing initiatives. Provide input on campaign planning, messaging, and creative content to optimise customer engagement. Continuously monitor customer retention metrics, such as churn rate, repeat purchase rate, and customer lifetime value. Analyse data to identify trends, opportunities, and areas of improvement. Keep ahead of the latest trends and developments in customer retention strategies, ecommerce, and the luxury childrenswear industry. Share insights and recommendations with the team to drive innovation and stay ahead of the competition. Develop and maintain a comprehensive loyalty program to incentivise repeat purchases and reward customer loyalty. Monitor program effectiveness, analyse data, and make recommendations for program enhancements. Define and track relevant KPIs related to customer retention, loyalty program performance, and overall customer satisfaction. Prepare regular reports and presentations to senior management and key stakeholders, highlighting key findings, trends, and actionable insights.. Collaborate with various teams, including marketing, content, and customer relations, to align customer retention strategies with broader business objectives. Provide input and support for cross-functional initiatives, ensuring a customer-centric approach. Develop win-back strategies for inactive or lost customers. Analyse customer behavior and preferences to create targeted re-engagement campaigns aimed at reigniting their interest and bringing them back to the brand. Effectively communicate customer retention goals, strategies, and results to senior management and key stakeholders. Collaborate with cross-functional teams to ensure alignment and support for customer retention initiatives.

Key Skills:

5+ years in customer retention, or a similar role, preferably in the ecommerce or luxury retail industry. Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions. Familiarity with customer segmentation, email marketing, and loyalty program management. Knowledge of ecommerce platforms, CRM systems, and customer analytics tools. Detail-oriented with strong organizational and project management skills. Ability to work independently and collaboratively in a fast-paced environment. Passion for luxury childrenswear and a deep understanding of the target market. Positive attitude, self-motivated, and customer-centric mindset.

Childrensalon offers a highly competitive salary, company pension plan, health plan, fully subsidised gym membership, in-house yoga classes, company shuttle, generous holiday allowance and company discount.

Childrensalon is an equal opportunity employer and is determined to ensure that no applicant or team member receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race.

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