Retention Strategy Manager
Department: Marketing
Employment Type: Fixed Term - Full Time
Location: United Kingdom
Compensation: £50,000 - £65,000 / year
Description
The Role
The Retention Strategy Manager will be a driving force behind our customer retention efforts, responsible for strategically planning and executing automated, trigger-based customer communications across various channels. This role will be pivotal in designing and optimising customer journeys to deliver relevant and timely communications throughout the customer lifecycle, ultimately enhancing customer loyalty and lifetime value.
This role is a 12 month Fixed Term Contract.
Accountabilities
* Develop and implement a comprehensive retention strategy focused on automated, trigger-based customer communications via email, SMS (if appropriate), and push channels.
* Lead, mentor, and motivate a high-performing CRM team, fostering a culture of continuous improvement, testing and insight-driven decision-making.
* Drive database growth and enrich data quality to enable more effective and targeted customer segmentation and communication.
* Collaborate closely with the Senior Acquisition Manager & Brand Marketing teams to align retention initiatives with Paid campaigns.
* Partner with Trade and E-commerce teams to develop transactional triggers that drive conversion and customer engagement.
* Lead and develop our 'NOTHS & More' loyalty scheme, continuously testing the proposition to increase take-up and improve retention
* Build strategies to improve app engagement via optimising the push channel
* Own relationship with our CRM platform (Ometria) to ensure continued strategy evolution and strong delivery
* Key stakeholder in partnerships, ensuring 'NOTHS & More' prop is front-and-centre
Some key skills and experience you’ll need...
Technical skills:
* Proven experience in CRM automation and lifecycle management, with a strong understanding of best practices.
* Advanced proficiency with Email Service Providers (ESPs) and CRM systems.
* Experience building loyalty schemes to deliver enhanced retention value.
* Demonstrated experience working with databases and performing robust data analysis and insight.
* Strong analytical and quantitative skills, including the ability to leverage data to develop, measure, and optimise marketing campaigns.
* Knowledge of web analytics platforms, such as Google Analytics, for interpreting customer behaviour.
* A solid understanding of GDPR regulations and their application within customer retention strategies.
Human skills:
* Excellent communication skills, both written and verbal, capable of conveying complex information clearly to all levels.
* A curious, open-minded, and fast learner with exceptional attention to detail and accuracy.
* A strategic, creative, and commercial thinker, adept at identifying future trends and opportunities to maximise customer engagement.
* Passionate about attracting, nurturing, and developing team members.
* Proven ability to effectively lead and motivate a team.
* Highly collaborative, with the ability to build strong relationships across various internal teams.
Don’t meet every single requirement? No problem. Your strengths, passion & fresh perspective could be just what we’re looking for - so we encourage you to apply!
What we offer
Our perks
It's super important to us to make sure everyone feels safe and looked-after, which is why we've got a wide range of benefits in place. From supporting you and your loved ones with healthcare to cheeky 'just because' gifts, we're here for you.
We've got a ton of good stuff for everyone - like private medical insurance, a health cash plan, an electric vehicle scheme, mental health platform access, cycle to work scheme, and a 20% discount on our website. To find out more about what we offer, have a look here.
We've also worked very hard to come up with a set of policies to support our people in any situation- like medicalised leave, menstrual leave, and primary carer leave.
Full-time NOTHS-ers get 25 days of holidays each year (plus bank hols!), as well as having the opportunity to work from anywhere for two calendar months a year. Did someone say beach holiday?
How we work
Here at NOTHS, we embrace a remote-first approach to work, recognising the value of flexibility and the diverse talents that remote teams bring to the table. Our remote work culture is designed to empower our employees, foster collaboration, and create a community that transcends physical boundaries.
Under this framework, all of us operate remotely, convening as teams at regular intervals that suit each team best. These gatherings serve various purposes, including ideation sessions, hackathons, or simply fostering valuable face-to-face interactions.
Every quarter, we hold a Get Together and the whole company meets for a fun-filled day (with no shortage of food!) with some special guests... our small brand Partners!
Want to find out more? Take a look here.
Diversity, Equity, & Inclusion
DEI is really important to us and that’s why everyone’s welcome at Not On The High Street – whoever they are, whatever their background.
We are committed to embracing and encouraging our employees’ uniquenesses - whether this is in age, people with disabilities, ethnicity, family structures, gender, LGBTQ+ identity, lower income backgrounds, race, religion, the intersectionality or all/any of these and other aspects making us who we are. We take pride in treating all of our employees fairly and we want our people to feel respected, valued and recognised within the workplace.
As part of your application, you’ll be asked to complete an optional demographic survey to help us learn more about who wants to work with us. Responses will only be used to help us figure out how to make our team even more inclusive and attract more brilliant people to join us!
We'll also ask whether you need us to make any reasonable adjustments to the interview process should you need them and you can answer this question should you choose to in the application phase.
Apply to join Team NOTHS!
Our recruitment processes are fully remote, taking advantage of the wonders of modern-day technology.
We’d love to hear more about you, your experience and why you want to join our team.
Good luck!
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