Retention Manager (CRM) B2C

Key responsibilities:

• Development of commercial communication lifecycles for all Digital segments including requirements gathering, prioritization, calendar development, assets delivery, testing & deployment;
• Development of messaging frameworks & inventories;
• Management of CRM optimization and testing programs;
• Deliverability, IP, and Domain reputation management;
• Analyze and report on all CRM campaign KPIs (deliverability, engagement, revenue, etc);
• Optimize the segmentation selection processes to increase contact to database ratios and ensure correct communications are delivered to correct customer segments for their region;
• Lead on CRM content briefing, review and approval process in close collaboration with Product Marketing;
• Maintain and develop CRM research requirements to ensure we enhance our messaging reporting and targeting with qualitative feedback loops;
• Maintain and develop the CRM journey map, providing regular reporting on its performance to wider Retention team and other interested stakeholders;

Requirements:

• Recognized CRM or Digital Marketing certification or any other relevant professional qualification;
• 2+ years working experience covering a combination of ecommerce, CRM, Retention;
• Experience of marketing automation principles and platforms;
• Experience of email deliverability monitoring and management;
• Experience of reporting on campaign performance across a range of channels and different analytics tools;
• HTML, CSS beginner level is minimum requirement;
• Customer segmentation (modelling & how to use it);
• Content briefing, design/production/localization QA;
• Customer Journey Management including journey analytics and customer;
• English - Upper-intermediate (B2)