Head of Retention

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Join our team as the Head of Consumer Retention!
Are you passionate about driving customer engagement and loyalty in a dynamic, data-driven environment? Do you have a knack for developing innovative strategies that enhance consumer experiences and boost commercial results? If so, we have the perfect opportunity for you!
As the Head of Consumer Retention, you will be at the forefront of our efforts to grow our customer database and develop our omnichannel retail strategy. This role is pivotal in navigating the challenges of modern cookie-less E-Commerce, focusing on understanding our consumers and implementing segmentation and communication strategies that enhance their experience and drive commercial success.
Key Responsibilities

• Global Consumer Data Management: Lead the approach to managing consumer data on a global scale.
• Segmentation Strategy: Develop and execute a comprehensive global consumer segmentation strategy.
• Loyalty Program Development: Craft and implement strategies for our loyalty programs.
• Communication Strategy: Own the development and implementation of communication strategies across various channels (email, mobile push, SMS, PopUp, InApp) tailored to different consumer segments in each country.
  

• Automation & Execution: Lead the strategy and execution of automation and triggered communications.
• External CRM Development: Build user acquisition streams from partner sources.
• A/B Testing: Conduct A/B testing, from hypothesis creation to result analysis, to identify growth opportunities.
• Team Leadership: Collaborate with creative, analytical, and technical teams, setting clear goals and leading a high-performing CRM and Loyalty team.
• Vendor Management: Oversee external vendors, including Ometria and CRM agencies.
• Project Management: Confidently manage projects and be an integral part of the team.
• Data Management & Segmentation: Develop and maintain global consumer data management and segmentation roadmaps.
• Hypothesis Testing: Lead the process of forming, testing, and implementing hypotheses to improve KPIs.
• System Optimization: Implement and optimize CRM systems, loyalty programs, and data analytics to enhance customer engagement and satisfaction.
  

• Education: Higher education/university degree.
• Experience:
• Minimum of 5+ years as a CRM Leader with proven business results.
• Experience managing user bases in the millions.
• Strong strategic mindset with a track record of effective customer retention strategies.
• Demonstrated ability to lead and inspire teams in a collaborative environment.
  

• Innovative Environment: Be part of a forward-thinking company that values creativity and innovation.
• Impactful Role: Play a crucial role in shaping our consumer retention strategies and driving business growth.
• Collaborative Culture: Work with a diverse and talented team dedicated to achieving excellence.
  

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing and Sales

• Industries

  Retail Apparel and Fashion

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