Director of Customer Retention

hace 2 semanas

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

At Humankind 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 retention programs that deliver measurable results.

Key Responsibilities:
  • Translate business vision into actionable goals and identify process improvements
  • 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 CRM operating budget and ensure 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 be a leader with a track record of delivering highly personalized, real-time experiences that drive customer engagement and loyalty. If you're passionate about retention and loyalty, and have a proven ability to drive results, we'd love to hear from you.

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