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For Companies At a Glance
- Tasks: Lead CRM strategies to boost customer loyalty and retention.
- Company: Join Zapp, London's top premium convenience retail platform, founded in 2020.
- Benefits: Work directly with the Founder and enjoy a dynamic work environment.
- Why this job: Shape customer experiences and drive brand advocacy in a fast-paced industry.
- Qualifications: 8+ years in CRM marketing, with hands-on experience in campaign execution.
- Other info: Proficiency in HTML and data analysis tools is a plus.
The predicted salary is between 48000 - 72000 £ per year.
We have an exciting opportunity for a Senior Retention & Loyalty Manager to join our team. This role will shape Zapp’s CRM and Loyalty strategy, driving retention, customer lifetime value and brand advocacy. You will also have the ability to work directly with our Founder!
Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.
Here’s What You’d Be Doing
- Lead the CRM function, driving customer retention, repeat purchases, lifetime value, and loyalty.
- Set the vision for leveraging data to deliver a personalised customer experience.
- Collaborate with our Senior Brand Marketing Manager to ensure CRM communications align with Zapp’s brand identity.
- Break down the marketing strategy into clear objectives for the team and curate the CRM marketing calendar, working closely with Supply, Partnerships, and Commercial teams.
- Define key customer lifecycle KPIs to continuously optimise based on performance.
- Design, execute, and present quarterly customer engagement surveys, gathering insights to refine strategy and improve the customer experience.
- Coordinate regular focus group sessions with top customers to gather valuable feedback to be shared with the core stakeholders.
What We’re Looking For
- 8+ years’ experience in CRM marketing (B2C), with hands-on experience using Braze for executing campaigns across email, push, and in-app messaging.
- Experience managing or optimising a loyalty program, with a strong understanding of customer retention, engagement strategies, and rewards structures.
- Proficient in HTML and comfortable performing analysis in tools like GSheets and Looker.
- SQL knowledge is a plus.
- Strong people management skills, confident in leading and developing a team.
- Ability to design engaging campaigns and analyse performance data with a creative and commercial approach.
- A customer-first mindset with excellent problem-solving skills.
- Proactive thinker with a strong sense of ownership and the ability to think critically and independently.
Senior Manager, Retention & Loyalty employer: Zapp
Contact Detail:
Zapp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager, Retention & Loyalty
✨Tip Number 1
Network with professionals in the CRM and loyalty space. Attend industry events or webinars where you can meet people who work at Zapp or similar companies. Building these connections can give you insights into the company culture and potentially lead to referrals.
✨Tip Number 2
Familiarise yourself with Zapp's current CRM strategies and loyalty programmes. Research their recent campaigns and customer engagement tactics. This knowledge will help you demonstrate your understanding of their brand and how you can contribute to their goals during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully driven customer retention and loyalty in your previous roles. Highlight your experience with tools like Braze, and be ready to explain how you've used data to inform your strategies.
✨Tip Number 4
Showcase your leadership skills by discussing how you've developed and managed teams in the past. Zapp is looking for someone who can lead effectively, so be prepared to share your approach to team management and how you've fostered a collaborative environment.
We think you need these skills to ace Senior Manager, Retention & Loyalty
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your 8+ years of experience in CRM marketing, particularly focusing on your hands-on experience with Braze and any loyalty programs you've managed. Use specific metrics to demonstrate your impact on customer retention and engagement.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer-centric technology and how your skills align with Zapp's vision. Mention your ability to lead teams and design engaging campaigns, and provide examples of how you've successfully driven customer loyalty in previous roles.
Showcase Relevant Skills: Highlight your proficiency in HTML and any experience you have with data analysis tools like GSheets and Looker. If you have SQL knowledge, be sure to mention it as well, as this will demonstrate your analytical capabilities.
Demonstrate a Customer-First Mindset: Throughout your application, emphasise your customer-first mindset and problem-solving skills. Provide examples of how you've gathered customer feedback and used it to refine strategies or improve customer experiences in past roles.
How to prepare for a job interview at Zapp
✨Showcase Your CRM Expertise
Be prepared to discuss your extensive experience in CRM marketing, particularly your hands-on work with tools like Braze. Highlight specific campaigns you've executed and the results achieved, as this will demonstrate your capability to drive customer retention and loyalty.
✨Demonstrate Data-Driven Decision Making
Since the role involves leveraging data for personalised customer experiences, come equipped with examples of how you've used data analysis to inform your strategies. Discuss any experience you have with tools like GSheets or Looker, and be ready to explain how you measure success through KPIs.
✨Emphasise Team Leadership Skills
As a Senior Manager, you'll need strong people management skills. Prepare to share your experiences in leading teams, developing talent, and fostering collaboration. Think of specific instances where your leadership made a positive impact on team performance or morale.
✨Prepare for Creative Problem Solving
The company values a customer-first mindset and proactive thinking. Be ready to discuss challenges you've faced in previous roles and how you creatively solved them. This will showcase your problem-solving skills and your ability to think critically under pressure.
