Director of Customer Retention

hace 2 semanas

Marbella, Málaga, España Humankind Recruitment A tiempo completo
Job Title: Director of Retention & Loyalty

At Humankind Recruitment, we're seeking a seasoned professional to lead our retention and loyalty efforts. As the Director of Retention & Loyalty, you'll be responsible for developing and implementing strategies to increase customer engagement and loyalty.

About the Role:
  • Translate vision and strategy into concrete, measurable goals and identify process improvements.
  • Oversee retention performance and establish KPIs.
  • Formulate strategies to achieve annual incremental sales, reduce customer churn, and maximize LTVs.
  • Provide input into the CRM operating budget and oversee the efficient use of marketing spend.
  • Act as a subject matter expert on increasing customer engagement and implementing rewards and discounts programs.
  • Ensure rewards programs are optimized for customer satisfaction and profitability.
  • Develop best practices for lifecycle management, segmentation, and targeting strategies.
  • Manage test and learn capabilities for campaign improvement and provide consulting on Design of Experiments (DoE).
  • Establish testing methodologies and ensure accuracy of data-driven insights.
About You:
  • 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.
  • Strong organizational 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.
About the Company:

Humankind Recruitment is a digital marketing business enjoying hyper-growth at the moment. We're 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

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