CRM & Retention Manager

CRM & Retention Manager (941701) Romsey, England

This is an office-based position, Romsey. Salary is open DOE.

An exciting senior opportunity for an experienced CRM & Retention Manager to join a leading brand and company continuing to experience rapid growth due to their quality products, creativity, innovation, and a collaborative, inclusive working environment.

Working within the Ecomm and Marketing team, you will be directly managing the full CRM Strategy and execution, delivering data-driven insights and enhancing the overall customer journey.

Key Responsibilities:

1. Leading the CRM strategy, driving improvements in customer experience, retention & lifetime value.
2. Owning the CRM technology including CRM, CDP, ESP and Personalisation tools such as HubSpot, Klaviyo, and others.
3. Being a key stakeholder in other parts of the ecommerce tech stack including the website front end, merchandising tools, A/B testing platform, and rewards program.
4. Diving deep into customer behavioural data to craft personalised customer journeys across multiple channels, leveraging automation for onboarding, win-back, and various other flows.
5. Working closely with multiple teams and stakeholders, supporting with customer data and insights to help create amazing cross-channel campaigns and automations that drive results.
6. Continually optimising, adopting a test-and-learn approach to identify problematic touchpoints where the customer journey and experience can be improved, and delivering A/B testing plans to find winning formulas.

Benefits include:

Wellbeing focused employee assistance program.

Please get in touch to hear more!

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