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Customer Retention Team Lead

 

About the role

 

As the Customer Retention Team Lead you will manage a team of Customer Communication managers to deliver an integrated marketing communication strategy across the Retention customer lifecycle journey, across all products, brands and markets.

  

What you will be doing?

 

  • Deliver a comprehensive global customer communication strategy for the customer lifecycle, tailored to the market/brand/product/customer
  • Act as the team interface and the ‘go-to' person for all agencies, suppliers and stakeholders
  • Initiate the requirement and manage the development process of global creative that has a precise focus on the customer insight and delivers customer engagement and response
  • Own the delivery of creative – through internal/external providers
  • Lead on-going customer segmentation in the lifecycle stage to identify insights and target customer segments with relevant campaigns
  • Effectively communicate campaign plan and requirements to the Marketing Services and Marketing Intelligence teams enabling them to execute timely and accurately
  • Work closely with Customer Strategy Management team to prioritise campaigns and offers from a customer perspective and ensure that communication strategy best delivers the commercial objectives
  • Develop and deliver local, relevant and targeted customer journeys using relevant customer channels such as onsite messaging, email, SMS, push notifications, programmatic, DM, outbound calling.
  • Develop retention, cross & up-sell campaigns based on specific customer profile, behavioural or events and continually optimise through a test and learn approach•Own the mobile experience of campaigns (mobile responsive creative, deep linking experience, app engagement)
  • Ensure that the brand tone is deployed consistently for each brand and lead the brand tone guardianship for all brands
  • Ensure that the campaign execution and delivery is completed as per plan and all the relevant stakeholders are informed of the volumes, performance and outcomes
  • Monitor and champion adoption of best practice in communication for the life stage segment in the industry and wider consumer marketing
  • Do a comprehensive promotion/campaign analysis on a regular basis and present to the key stakeholders

 

How will success be measured in this role?

 

  • Regular performance reviews with your line manager
  • OKR's and Team KPI's such as Revenue Gross Win, Net Retention Rate, Active Customers, New Depositing Players and Bonus Spend.
  • Acting in line with Kindred Group values
  • Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth

 

What will you need?

 

  • Strategic direct marketing thinker with a proven ability to innovate, implement and optimise
  • Experience working with creative agency partners to develop effective direct marketing creative. Must understand the creative development process well
  • Experience of managing a team of CRMs/ direct marketers
  • Proven track record of being able to develop and implement a campaign strategy based on an understanding of the customer needs, insights, attitudes and behaviours
  • Quite data literate, an ability to extract customer insight from data
  • Great organisation, planning and prioritization skills, with strong attention to detail
  • Combine an ability to inspire/ create insightful creative and copy while bringing an analytical and data driven approach
  • Strong experience of implementing, driving and managing complex multi-channel campaigns.
  • Reporting and analytical skills required.
  • Proactivity and ability to collaborate
  • Strong communication and stakeholder management skills

 

Application process

 

Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

 


 
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Location
London
Kindred House, 17-25 Hartfield Road, Wimbledon, London, United Kingdom, SW19 3SE
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  • Reference Number:
    MAR0246
  • Office:
    London
  • Type of Employment:
    Full time permanent
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25 Days Holiday
Private Medical
Wellbeing Allowance
Maternity/Paternity leave
Eye test
3 days CSR leave
Shares
Pension
Anniversary awards
Travel loan
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