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Retention and Loyalty Director

hace 2 meses

Marbella, Málaga, España Humankind Recruitment A tiempo completo

**Job Summary**

Humankind Recruitment is seeking a highly experienced and skilled Retention and Loyalty Director to join our team. As a key member of our marketing department, you will be responsible for developing and implementing strategies to increase customer engagement and retention.

**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 and provide recommendations based on program effectiveness.
  • 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.

**Requirements**

  • Highly collaborative and experienced leader with excellent experience of leading and developing other strong managers.
  • Strong background in CRM, marketing, analytical, and communication skills.
  • Ability to deliver highly personalized, real-time experiences that customers expect.
  • Experience in overseeing retention performance and establishing KPIs.
  • Ability to formulate strategies to achieve annual incremental sales, reduce customer churn, and maximize LTV.
  • Strong analytical and problem-solving skills.
  • Ability to work closely with cross-functional teams, including marketing, product, and engineering.

**What We Offer**

  • A dynamic and collaborative work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.