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 2 Heads of and 2 Retention Managers. It's a full-time role, with flexible hours. You'll be in the modern Marbella office 2 days a week, with the rest of your work conducted remotely.Your Responsibilities: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 maximising LTVs.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...
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