An amazing opportunity has arisen for a Retention Executive to join a leading consumer media company based in Central London on a 12 month fixed term contract.
To manage the operational delivery of engagement and customer experience programs, customer campaigns and direct marketing execution, so that mutually valuable relationships with direct consumers are built and sustained.
To deliver outstanding performance in customer engagement and retention that ultimately delivers increased customer lifetime value and profitability to the business.
- Work with Customer Experience to develop and embed a customer lifecycle management approach to retention. Build customer management and reporting capabilities around the lifecycle that enable execution, assessment and optimisation of the approach.
- Ensure that multi-channel, integrated campaigns are produced, prioritised and implemented effectively, working collaboratively with all teams within Sales and Marketing, so that customer engagement is optimised in quality and value terms.
- Manage individual campaign and program budgets including all elements of the annual CRM budget.
- Drive an ongoing culture of improvement and innovation, creating and developing processes which will drive efficiency and effectiveness whilst continuing to ensure that customers are delighted.
- Deliver the targeted improvements in subscriber retention. Manage the reporting of KPI and other indices as per set criteria, on a daily, weekly, monthly basis.
Skills / Experience:
- Proven experience of managing complex stakeholder environments and revenue models.
- Thorough understanding of best practice in retention management, testing and rollout strategies.
- Ability to translate customer lifecycle events into creative execution produced by internal and external agencies.
- Thorough understanding of business strategy and organisation particularly around multichannel subscription.
- Thorough understanding of tools and techniques used in integrated marketing communications, direct response and analysis programmes.
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