The role   

We are focussed on driving double digit growth via market and customer relevant communications and incentives. Your key focus is the sustainable growth of existing customers within a specific Kindred market, by delivering multi-channel customer communication and reward strategies. We are looking for people that will live and breath the KPIs and revenue growth targets for their markets, constantly think about new initiatives and ensure the end-to-end delivery of the campaigns the squad owns.

Working as part of a squad with other Retention Manager and merchandisers (formerly content managers responsible for shopkeeping), and all dedicated to a particular market, you will work together and is consultation with the local market to prioritise, action and analyse the initiatives that drive sustainable growth.

Key Responsibilities 

• Planning and execution of retention initiatives targeting existing customers in the market
• Develop and deliver local, personalised and targeted campaigns using relevant customer channels such as onsite messaging, email, SMS, push notifications etc.
• As an assigned campaign owner you are accountable for the successful end-to-end delivery of campaigns
• Clear, accurate, timely and inspiring briefing to ensure we get engaging creative execution, relevant targeting, informative tests and faultless builds
• Know the numbers – check KPIs daily, find actionable information and insight, respond appropriately to trends, know and share campaign results
• Work closely with merchandising to ensure the on-site campaign elements are enhancing campaign effectiveness
• Work closely with the squad and the wider team to find common goals, opportunities for efficiency and to share/borrow new ideas
• Budget and planning: Ensure campaigns are planned with expected volumes, response rates, costs, ROI and success criteria so they can be assessed accurately
• Work closely with the market team to understand commercial context, competitor activity, regulatory limits and consumer trends
• Optimise through a test and learn approach. All initiatives should have experimentation built in which means having a testable hypothesis, versions to test and a learnable outcome
• Measure uplift. We need to know if campaigns had a positive impact how positive it was so we can focus on creating value
• Offer a holistic customer perspective by understanding the ins and outs of the customer base, identify opportunities and develop strategies to ensure objectives are met
• Analyse historical revenue performance and forecast future program reference
• Conduct customer and competitor analysis and provide insights of threats and opportunities

Behaviours

• Growth mindset: This means speed to delivery and value. Fail and learn fast. Find new opportunities in the numbers, results, competitors
• Support the team: we need people who can and will jump into the breach where required to support their colleagues
• Pride in delivery:  care bout when gets delivered in terms of quality, effectiveness and accuracy
• Measurement focused: Wake up every day wanting to understand campaign, market and company performance
• Have ambition: we want to work hard, move fast, challenge convention and drive real, measurable growth
• Have fun: we want this to be a great place to work, with common purpose, mutual support and exciting opportunities