.Director of Retention & LoyaltyFull TimeMarbella (Hybrid) Are you a marketer from a CRM / retention and loyalty background who is used to leading, leaders? This role needs a retention and loyalty subject matter expert who is also adept at managing, supporting and coaching other managers / CRM vertical Heads. You'll be overseeing the strategy and implementation of Retention Programs, including Loyalty, Rewards, and Gamification, designed to increase engagement and profitability for all agency clients. You'll be a leader with a blend of CRM, marketing, analytical, and communication skills and someone who can deliver highly personalised, real-time experiences, that their client's customers expect. The Job... You'll be reporting to the Senior Director of Marketing and will work closely with other Directors including Director of Content & Community, CRO Director, the Regional Heads of Marketing, and Marketing Ops Director, amongst others. You'll have 4 direct reports including 2x Heads of and 2x Retention Managers. It's a full-time role, with flexible hours. You'll be in the modern Marbellaoffice 2 days a week, with the rest of your work conducted remotely. You'll be responsible for: - Translating vision and strategy into concrete, measurable goals and identifying and driving process improvements with clients, partners, and agency teams.- Overseeing retention performance and establishing KPIs.- Formulating strategies to achieve annual incremental sales, reducing customer churn, and maximisingLTVs.- Providing input into the CRM operating budget and overseeing the efficient use of marketing spend.- Acting as a subject matter expert on increasing customer engagement and implementing rewards and discounts programs.- Ensuring rewards programs are optimised for customer satisfaction and profitability.- Developing best practices for lifecycle management, segmentation, and targeting strategies and reporting results and learnings to all teams and providing recommendations based on program effectiveness.- Managing test and learn capabilities for campaign improvement and providing consulting on Design of Experiments (DoE), including A/B and multivariate testing.- Establishing testing methodologies and ensuring accuracy of data-driven insights and generating actionable customer behaviour insights for Marketing and Product teams.- Forging strong partnerships with the Heads of Marketing team to ensure brand strategy execution.- Partnering with product and engineering teams to deploy world-class loyalty programs and customer experiences.- Collaborating with analytics to set up processes and dashboards for program performance measurement.- Leading product recommendations to develop global CRM technology strategy.- Ensuring proper governance and controls with Operations and IT for new initiatives. About You..