Head of Retention | CRM

  • £75,000 to £85,000
  • Manchester
  • Permanent

Role: Head of Retention & Loyalty

Company: One of the North West's leading eCommerce companies. Global player. £80m turnover. Times profit track. 120+ employees.

Role Overview:

As our new Head of Customer Retention, you’ll be accountable for establishing, developing and delivery of our global Retention, CRM & Loyalty strategy to ensure that customer satisfaction and loyalty levels are optimised and maintained.

Leading a small team responsible for delighting our users and customers, you’ll take full ownership for developing & executing customer retention strategies, analysing customer data to identify trends and building a scalable end-to-end communication strategy with a focus on driving engagement, conversion & revenue growth.

A key member of our Marketing leadership team, you’ll work cross functionally with a number of teams to ensure a new vision for lifecycle marketing focused on driving retention and growing customer LTV runs through our entire business.

Key Duties & Responsibilities:

  • Develop and lead the strategy for end-to-end customer retention and loyalty programs.
  • Create strategies to increase customer loyalty and reduce customer churn.
  • Drive best in class conversion and retention rates across each user & customer lifecycle stages, tracking metrics and measuring the success of retention strategies.
  • Lead the team in a test-and-learn approach, leveraging insights to guide campaign optimizations and inform initiatives across the organisation.
  • Monitor customer satisfaction and recommend solutions to improve customer experience.
  • Analyse customer data and trends to identify areas of improvement.
  • Collaborate with Marketing, Buying & Trade Teams to ensure successful customer retention.
  • Design customer engagement initiatives and campaigns to drive customer loyalty.
  • Develop customer segmentation strategies to improve customer experience.
  • Develop customer loyalty programs and incentives to retain customers.
  • Attend internal and external meetings cross functionally.

Skills/Experience & Knowledge:

  • Proven experience within a Customer retention and loyalty leadership role, with demonstrable experience on customer engagement and loyalty programs (including design, implementation, and day-to-day management).
  • B2C Retail & E-commerce experience is essential.
  • 5+ years experience at a senior level owning and driving retention performance, including building a learning culture and managing marketing experimentation (AB/Multivariate testing).
  • Experience in leading, coaching, and mobilising retention and loyalty CRM teams.
  • Strong knowledge of Customer Relationship Management (CRM) systems.
  • Previous experience of working with Emarsys would be highly advantageous.
  • Ability to develop creative strategies and plans to increase Customer Retention
  • Ability to communicate information effectively, in a clear & concise manner.
  • Ability to work to deadlines and manage their own workload.
  • Problem solving & ability to interpret data which can then be used to make business decisions.
  • Must have a flexible attitude/approach towards work.
  • Excellent time management skills


First stage interviews w/c 26th February. Apply today with an up to date CV and we will be in touch to discuss your suitability asap.

*Please note* the teams work in Manchester onsite 4 days per week*

Jody Marks CEO/Founder

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