Retention & Loyalty Lead - Digital Commerce

Job Purpose

As Customer Retention Manager you will be reporting to Digital Commerce Manager. You will support the maintenance and development of the program of activities that minimizes the number of members who lapse on our B2B platform. Your main enabler will be the integrated Marketing Cloud.

What you will do

• Successfully execute and build on the Retention and Loyalty strategy coming from the Group pod including tactics and programs to reduce member churn through the retention cycle.
• Roll out loyalty program leveraging what is created at the Group level ensuring it meets all local needs; including tech specs, KPIs, and roll out.
• Create and launch all communication development for all retention focused marketing campaigns; write accurate, comprehensive, and clearly targeted briefs for creative agencies where needed
• Manage all retention communication channels (email, SMS, DM) through the marketing cloud ensuring the quality of content and adhering to all Brand, Legal and Compliance guidelines
• Own and manage all retention-based dashboards, ensuring you know the data and can act on it quickly
• Adopt a test and learn methodology, working closely with IT teams, to enhance communication journeys to improve retention metrics
• Own the creation of local business cases (with finance support) to invest in retention marketing and show its long-term ROI.

Capability, Knowledge And Experience

• Direct, relevant experience of managing digital marketing programs with a focus on retention and loyalty campaigns across channels
• Experience with a marketing tech stack (marketing cloud, heat mapping, A/B Testing etc.)
• Experience with customer targeting, test and learn programs
• Track record of delivering commercial results and is data/number literate to interpret the data and draw out actionable insights to deliver retention targets
• Good written and spoken communication skills - experience of writing clear, insightful marketing briefs that deliver results
• Experience working with internal or external marketing agencies
• Excellent influencing and communication skills to manage internal stakeholders and cross functional support teams
• Good initiative, resilient and delivery orientated - gets things done on time and in a well-organized fashion
• Thinks customer first and can represent the voice of the customer.
• Able to balance both the longer-term development of the business and the inevitable short-term tactical requirements.
• Works effectively with others, building productive, collaborative relationships across functions and with third parties.

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What you will bring to the role

• Bachelor’s degree in business or equivalent education.
• +7 years of relevant experience in Marketing and Customer Success.
• Relevant experience of managing digital marketing programs with a focus on retention and loyalty campaigns across channels.
• Experience with a marketing tech stack (marketing cloud, heat mapping, A/B Testing etc.)
• Experience with customer targeting, test and learn programs.
• Strong Communication and Interpersonal Skills – advanced communication skills, able to interact with and persuade individuals at senior levels as well as to participate actively in meetings.
• Experience working with internal or external marketing agencies.
• Excellent influencing and communication skills to manage working in cross-functional and cross-team environment.