Digital Retention Specialist fixed-term contract 12 months Lieu de travail : Nyon Taux d'activi[...]

Our clients are well-known brands that reach thousands of consumers every day. We work with a combination of domestic ecommerce businesses and multinationals across multiple markets.

We’ve been operating in the UK since 2007 and have expanded into France, Spain, Brazil, Ireland, the Netherlands, Belgium, and Mexico. We’ve developed many longstanding client relationships, as well as in-depth sector expertise.

As part of our expanding International business, we’re now looking for a skilled:

ABOUT THE ROLE

The Retention Specialist is responsible for managing the implementation of customer loyalty and retention initiatives across all markets.

KEY RESPONSIBILITIES

Digital Marketing Campaigns

• Lead customer retention and loyalty efforts by managing the development of effective segmentation strategies and the creation and deployment of customer programs to reduce churn.
• Manage copywriting, design, development, targeting, scheduling, and reporting for international campaigns to ensure the right messages and products are positioned to the relevant target audience with a keen eye on ROI.
• Oversee campaign creation, planning, delivery, and measurement process.
• Segment, personalize, and deploy retention materials.
• Conduct A/B testing on materials to optimize retention metrics.
• Ensure winning tests and customer programs are deployed across all markets.
• Work closely with different stakeholders to ensure consistency of campaigns across all channels.

Digital Marketing Projects

• Demonstrate project management ability and expertise to work on multiple projects simultaneously.
• Initiate and coordinate transversal and international digital marketing and CRM projects with different stakeholders: Acquisition, Product, Reputation, Contact Centre, Creative, and Production teams to improve key performance indicators.
• Initiate and coordinate digital projects for improvement and innovation via CAPEX enhancements.

Reporting & Analysis

• Report on results of multi-variate testing in order to guide improvements.
• Use CRM and Analytics tools to drive analysis on campaign performance and develop customer data insights.
• Propose new tests based on gaps identified through analyzing retention-related data.

Day to Day

• Update and maintain websites through CMS editing.
• Modify and improve mailings using the Marketing Automation platform.
• Monitor and optimize the chatbots.
• Initiate, create, and review tests with the IT team (developers and QA).
• Monitor deliverability and take action when required.
• Maintain external partner relationships.
• Support the team wherever needed.

Communication

• Ensure all changes and campaign results are documented and communicated to management and the wider business unit.
• Implement processes and documentation to provide a clear vision of retention activity to all business units.

QUALIFICATIONS

• 4 to 6 years of experience in managing digital marketing campaigns and projects in an international environment.
• Understanding of the different customer channels and how they interact.
• Ability to manage and lead multiple projects simultaneously.
• Flexibility to adapt to a growing business with developing challenges.
• Analytical and strategic mindset.
• Understanding of SEO, SEM, and CRM.
• Knowledge of Tag Management Systems, CMS, and A/B Testing tools.
• Excellent communication skills – copywriting or content editing is a plus.
• Excellent level of English both verbally and in writing, able to manage business and technical conversations (meetings, phone conferences) – native speaker is a plus.
• French or other European language is an asset.
• Strong team player.

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