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Retention Manager

Job description

Retention Manager / Retention Marketing Manager
Full Time
Marbella (Hybrid)

Are you a Customer Retention / CRM Manager with experience of strategising and managing customer retention, customer offers, and customer loyalty schemes? Do you like the idea of working with fun and interesting subject matters, including some of the leading sports teams, sports personalities, and celebrity entertainment superstars, globally? If you're a creative thinker, with great experience of creating, managing, and executing a range of bonus, incentive and email strategies, this could be a great role to help you maximise your talents.

The Job...

Reporting to the Head of Retention & Loyalty, you'll be responsible for identifying, targeting, and influencing user behaviour to increase player retention and profitability, using your strong experience of customer retention marketing principals.

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

You'll be responsible for:

- Leading marketing strategies to support the overall customer retention marketing program.
- Planning and executing loyalty strategies to support their client's brand retention efforts.
- Taking the lead on special projects designed to improve profitability of the active customer base.
- Managing reward programs.
- Making sure campaigns, creative briefs, and other strategic marketing documents, and overall retention campaign calendar, accurately reflects the objectives, target groups, and ROI, in line with the business strategy.
- Continued analysis through technology audits, content audits, process audits and stakeholder feedback.
- Overseeing and controlling budgets, making sure campaigns stay within budget, whilst achieving the required goals.
- Defining and collaborating on the personalisation of the customer experience on and off website.
- Managing internal resources and coordinating project responsibilities including allocating and prioritising the tasks of marketing coordinators and marketing operations staff.
- Conducting needs analysis through technology audits, content audits, process audits and stakeholder feedback.
- Identifying new areas for improvement and development of lifecycle campaigns and to articulate to business leaders.
- Responsibility for summary reports and post-campaign analysis of all projects, using business intelligence resources to ensure maximum performance.

About You...

The Retention Manager that takes on this exciting challenge will have an in-depth knowledge of customer journey optimisation best practises, with experience in developing and implementing testing strategies across a variety of channels. You'll be an expert at defining the right strategy for the right channel to maximise customer retention and increased ongoing profitability. This is very much a strategy and management/coordination role, however you should know how to implement the work too, as on occasion you might need to support and guide the marketing ops staff you work with.

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

- At least 3 to 5 years of digital marketing experience with a successful track record of implementing and managing digital marketing programs in a multi-channel environment.
- Experience of the full customer journey, including designing and analysing contact strategies, automation techniques/tools, and customer experience optimisation.
- Previous experience of managing rewards programs and/or customer loyalty schemes.
- Clear track record of data driven marketing and a/b and multivariate testing.
- The ability to interpret and present data/results to stakeholders in engaging and meaningful ways.
- Excellent time management skills and the ability to run and prioritise multiple projects at once.
- Experience in leading, coaching, and mobilising retention marketing teams.

The Company...

This is a digital marketing business enjoying hyper-growth at the moment. They are experts within the entertainments sector, and for a creative and strategically-minded CRM Manager / Customer Retention Manager / Retention Marketing Manager, 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 DOE, the company also provides flexible hybrid/remote working, along with exciting future prospects.

Additional benefits include:

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

Want To Apply?

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 by clicking the link below.