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Director of Retention & Loyalty

Job description

Director of Retention & Loyalty
Full Time
Manchester (Hybrid M50)


Are you a marketer from a CRM / retention and loyalty background who is used to leading, leaders? This role needs a retention and loyalty subject matter expert who is also adept at managing, supporting and coaching other managers / CRM vertical Heads.

You'll be overseeing the strategy and implementation of Retention Programs, including Loyalty, Rewards, and Gamification, designed to increase engagement and profitability for all agency clients. You'll be a leader with a blend of CRM, marketing, analytical, and communication skills and someone who can deliver highly personalised, real-time experiences, that their client's customers expect.


The Job...

You’ll be reporting to the Senior Director of Marketing and will work closely with other Directors including Director of Content & Community, CRO Director, the Regional Heads of Marketing, and Marketing Ops Director, amongst others. You'll have 4 direct reports including 2x Heads of and 2x Retention Managers.

It’s a full-time role, with flexible hours. You'll be in the modern Salford Quays office 2 days a week, with the rest of your work conducted remotely.

You'll be responsible for:

- Translating vision and strategy into concrete, measurable goals and identifying and driving process improvements with clients, partners, and agency teams.
- Overseeing retention performance and establishing KPIs.
- Formulating strategies to achieve annual incremental sales, reducing customer churn, and maximising LTVs.
- Providing input into the CRM operating budget and overseeing the efficient use of marketing spend.
- Acting as a subject matter expert on increasing customer engagement and implementing rewards and discounts programs.
- Ensuring rewards programs are optimised for customer satisfaction and profitability.
- Developing best practices for lifecycle management, segmentation, and targeting strategies and reporting results and learnings to all teams and providing recommendations based on program effectiveness.
- Managing test and learn capabilities for campaign improvement and providing consulting on Design of Experiments (DoE), including A/B and multivariate testing.
- Establishing testing methodologies and ensuring accuracy of data-driven insights and generating actionable customer behaviour insights for Marketing and Product teams.
- Forging strong partnerships with the Heads of Marketing team to ensure brand strategy execution.
- Partnering with product and engineering teams to deploy world-class loyalty programs and customer experiences.
- Collaborating with analytics to set up processes and dashboards for program performance measurement.
- Leading product recommendations to develop global CRM technology strategy.
- Ensuring proper governance and controls with Operations and IT for new initiatives.


About You...

As the Director of Retention & Loyalty you’ll be highly collaborative and have excellent experience of leading and developing other strong managers. This is a matrix organisation operating internationally, across multiple time-zones, so experience of this kind of business and the ability to lead from the front, often remotely, is crucial.

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

- 10+ years of experience managing retention programs, with expertise in customer engagement and loyalty program design, implementation, and management.
- 7+ years of experience driving retention performance, including building a learning culture and managing marketing experimentation.
- 7+ years in a leadership or management role, demonstrating the ability to lead and influence cross-functional teams and agency partners.
- 5+ years of experience establishing partnerships and building relationships with product and engineering teams (Product Management experience preferred).
- Strong organisational and project management skills, with the ability to manage multiple projects and deadlines.
- Analytical thinking with the ability to interpret results and site metrics to drive change.
- Proven experience as a resourceful and results-oriented self-starter, thriving in a feedback-driven, hands-on environment.
- The ability to travel internationally (15-20% / once or twice a quarter).


The Company...

This is a digital marketing business enjoying hyper-growth at the moment. They are experts within the entertainment sectors, and for an experienced, Director level, CRM / Retention and Loyalty expert, this represents a great opportunity to think outside of the box and get involved in the types of projects you won't be able to, elsewhere. 

In addition to an attractive, Director level, salary DOE, some additional benefits include;

- Private health cover
- Death in service benefit
- Pension
- Various discounted products and services


Apply Now!

We're interviewing and shortlisting for this role right now, and expecting to get suitable candidates in for interview quickly. If you're interested, please apply with your up-to-date CV today.