Head of Retention & Loyalty
£85,000 – £95,000
Full Time
Manchester (Hybrid M50)

Are you a self-motivated retention and loyalty leader, with strong 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 people management skills, to effectively manage best practice.

You'll thrive on being the leader of all things customer retention across the business and be comfortable influencing others through effective communication and subject matter expertise.

The Job...

You’ll be leading the Retention & Loyalty function across multiple brands within the entertainment sector. You'll also have line management responsibility for several manager level colleagues. 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. 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:

- 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 LTVs.
- 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.
- Forging a strong partnership with the brand marketing team to ensure the brand strategy is effectively translated and executed.
- Being a subject matter expert on how to increase customer engagement and implement rewards and loyalty programs, whilst creating best practices around lifecycle management, segmentation and targeting strategies, and building and maintaining the pipeline of CRM innovation opportunities.
- 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.
- Identifying needs and leading product recommendations to develop a global CRM technology strategy to maximize LTVs and optimise retention KPI's.
- Working closely with operations and IT to ensure proper governance and controls are in place for new initiatives.
- Managing and creating best practices for test and learn capabilities for campaign improvement across channels, leveraging both A/B and multivariate testing, and providing consulting on design of experiments.
- 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 practices are being upheld.

About You...

As the Head of Retention & Loyalty you’ll be 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.
- Solid organisational and project management skills, including strong follow through skills and the ability to manage and prioritise multiple projects, deadlines and work streams.
- Analytical thinker with ability to interpret results and site metrics to drive change.
- Resourceful and results-oriented self-starter, with an ability to thrive in an authentic, feedback-driven culture and ”roll-up-your-sleeves” environment.
- Excellent verbal, written, presentation and interpersonal communication skills.
- Experience in leading, coaching, and mobilising retention and loyalty CRM teams.

The Company...

This is a digital marketing business enjoying hyper-growth at the moment. They are experts within the entertainment sector, and for an analytical and strategically-minded Retention and Loyalty leader, with excellent people management experience, this represents a great opportunity to think outside of the box and get involved in the types of retention and loyalty campaigns you won't be able to, elsewhere. 

They also have a track record of promoting from within, so as more brands come online, more opportunities for promotion prospects will naturally appear.

In addition to an attractive salary of £80k - £85k 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.