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Director of Retention and Loyalty

hace 2 meses

Marbella, Málaga, España Humankind Recruitment A tiempo completo

About the Role:

Humankind Recruitment is seeking a seasoned Retention and Loyalty Strategist to join our team. As a key member of our marketing department, you will be responsible for developing and implementing retention and loyalty strategies that drive engagement and profitability for our clients.

Key Responsibilities:

  • Translate business vision and strategy into concrete, measurable goals and identify process improvements with clients, partners, and agency teams.
  • Oversee retention performance and establish key performance indicators (KPIs).
  • Formulate strategies to achieve annual incremental sales, reduce customer churn, and maximize lifetime value (LTV).
  • Provide input into the customer relationship management (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 and report results and learnings to all teams.
  • Manage test and learn capabilities for campaign improvement and provide consulting on design of experiments (DoE), including A/B and multivariate testing.
  • Establish testing methodologies and ensure accuracy of data-driven insights and generate actionable customer behavior insights for marketing and product teams.
  • 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 are looking for a seasoned professional with a strong background in retention and loyalty marketing. You should have a proven track record of developing and implementing successful retention and loyalty strategies that drive engagement and profitability. You should also have excellent communication and leadership skills, as well as the ability to work effectively with cross-functional teams.