Director of Customer Retention

hace 6 días

Marbella, Málaga, España Humankind Recruitment A tiempo completo
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, driving revenue growth and reducing churn.

About the Role

This is a full-time position, with flexible hours, and a hybrid work arrangement. You'll be based in our Marbella office, with the rest of your work conducted remotely. As a leader, you'll oversee a team of 4 direct reports, including 2x Heads of and 2x Retention Managers.

Key Responsibilities
  • Translate vision and strategy into concrete, measurable goals and identify process improvements with clients, partners, and agency teams.
  • Oversee retention performance and establish KPIs to drive business growth.
  • 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 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're looking for a seasoned professional with 10+ years of experience managing retention programs, expertise in customer engagement and loyalty program design, implementation, and management. You'll have 7+ years of experience driving retention performance, including building a learning culture and managing marketing experimentation. As a leader, you'll have 7+ years of experience leading and influencing cross-functional teams and agency partners.

What We Offer

In addition to an attractive salary, we offer private health cover, death in service benefit, pension, and various discounted products and services.

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