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Head of Customer Retention
hace 2 meses
We are seeking a seasoned professional to lead our customer retention strategy across all our brands. As the Head of Customer Retention, you will be responsible for developing and executing a comprehensive CRM strategy to enhance customer retention through promotions, products, and communications.
Key Responsibilities:
- Develop and execute a data-led CRM strategy to drive customer retention and engagement.
- Collaborate with cross-functional teams, including Product, Marketing, Analytics, and Technology, to ensure seamless execution of retention strategies.
- Place the customer at the heart of all activities to drive engagement and increase conversion rates, loyalty, and lifetime value.
- Identify and solve workflow issues, promoting efficient and effective execution within the team.
- Plan, execute, and measure CRM campaigns, ensuring a test, learn, and refine approach.
- Introduce new CRM tools and techniques to differentiate our brand.
- Report on key KPIs such as conversion, upsell, cross-sell, churn, and campaign performance.
- Ensure all communications comply with relevant regulatory and GDPR frameworks.
Requirements:
- Experience in the gambling sector (ideally) or financial services, multi-channel retail, telecommunication, entertainment, or agency background.
- Ability to build strong relationships with all stakeholders and tailor communication to meet their needs.
- Proven experience in influencing at all levels of the organization and cross-functionally, providing clarity and insight to complex discussions and debates.
- Proven track record of creating and executing segmented end-to-end customer lifecycle journeys.
- Experience with CRM or Email marketing software essential.
- Proven experience in working with a mass-market customer base and executing a CRM strategy.
- Proven track record utilizing an enterprise campaign management solution to drive multi-channel, highly segmented CRM initiatives.
- Experience in driving measurable revenue growth through customer marketing delivery.
- Computer experience - must be competent in Microsoft Office.
- Experience with Bingo and/or Casino as a user is a plus.
- Degree in some marketing or analytics-related field.
What We Offer:
- A fantastic salary combined with leading benefits.
- Hybrid working and colleague support networks.
- Menopause support and weekly PepTalks.
- Development opportunities, leadership training, and cutting-edge industry certifications.
- International exposure through our global business.
