Retention and Loyalty Strategist

hace 1 día

Marbella, Málaga, España Humankind Global Recruitment A tiempo completo
Director of Retention and Loyalty

At Humankind Global Recruitment, we're seeking a seasoned Retention and Loyalty Strategist to lead our efforts in driving customer engagement and loyalty. As a key member of our marketing team, you'll be responsible for developing and implementing strategies to increase customer retention, reduce churn, and maximize lifetime value (LTV).

About the Role

We're looking for a Customer Engagement Director who can translate our vision into concrete, measurable goals and drive process improvements with clients, partners, and agency teams. You'll oversee retention performance, establish key performance indicators (KPIs), and formulate strategies to achieve annual incremental sales.

Key Responsibilities
  • Develop and implement retention and loyalty strategies to increase customer engagement and reduce churn
  • Oversee retention performance and establish KPIs to measure success
  • Formulate strategies to achieve annual incremental sales and maximize LTV
  • 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
  • Forge strong partnerships with the Heads of Marketing team to ensure brand strategy execution
  • Partner with product and engineering teams to deploy world-class loyalty programs and customer experiences
  • Collaborate with analytics to set up processes and dashboards for program performance measurement
  • Lead product recommendations to develop global CRM technology strategy
  • Ensure proper governance and controls with Operations and IT for new initiatives
About You

We're looking for a seasoned professional with a blend of CRM, marketing, analytical, and communication skills. You'll have a proven track record of leading teams and driving customer engagement and loyalty initiatives. If you're a strategic thinker with a passion for customer success, we'd love to hear from you.

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