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. 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.

The squads comprise Retention Managers and Merchandisers (formerly content managers dedicated to shopkeeping) and is focussed on driving market level growth. This role is all about marshalling the squad resources to find and execute growth opportunities to retain existing customer, moving at pace and ensuring the long term customer sustainability. It works closely with the market and AOM (Always On Marketing) team to find new opportunities for automation and to embed journeys in a relevant way within the market. You will be responsible for owning and driving multi-channel customer communications and reward strategy for a market squad team.

Key Responsibilities:

• Responsible to lead the market squad focussing on growth opportunities and assigning, prioritizing work withing the squad
• Balancing resource requirements with other Senior Retention Managers across markets based on the changing requirements
• Line management of Retention managers and Senior Merchandising manager within your squad
• Ideating, developing and seeking growth opportunities withing your squad and assigning/prioritizing work across retention managers
• Develop and oversee the development of a comprehensive customer communication and reward strategy tailored to the brand, product and market
• Lead on-going segmentation of the customer base to identify insights and target customer segments with specific campaigns
• Responsible for ensuring all customer communication and rewards offered rewards are compliant with all appropriate legislations
• Own and manage bonus budget for allocated market. Accountability for the local bonus budget sits within the market
• Provide recommendations to the local teams on the bonus budget and control quarterly and annual bonus spend
• Provide necessary information to relevant stakeholders about their bonus spend at any time and its split by various categories
• Develop campaigns based on specific customer profile, behavioural or events and continually optimise through a test and learn approach
• Develop and deliver local, personalised and targeted campaigns using relevant customer channels such as onsite messaging, email, SMS, push notifications etc.
• Monitor and maximise customer lifetime value strategies ensuring maximum profitability
• Work closely with the CX and the data teams to initiate research projects, both qualitative and quantitative, to uncover customer insight
• Deploy the promotion budget profitably through robust planning, execution and analysis
• Support triggered email program tests, including test setup, validation, and review
• Own the delivery of creative and content through internal/external providers
• Work with Retention Managers to conduct customer and competitor analysis and provide insights on threats and opportunities
• Close cooperation with Market Stakeholders to understand constantly changing market conditions and assist local teams in delivering on their objectives
• Close cooperation between all Senior Retention Leads to share best practices across the markets
• Work with the Head of Customer Growth to create and maintain squad and individual team member objectives and KPIs linked to the wider Growth team targets
• Be hands-on where required to support the team in campaign delivery
• Supporting the in-squad workload, providing insight, support, sign-offs and challenging questions
• Upskilling, training and development of the squad to ensure they can meet requirements for delivery of initiatives
• Create an entrepreneurial, high-performing, supportive and fun culture

Kindred Benefits

• Life assurance, income protection, Personal private health cover.
• 25 annual vacation days.
• £300 a year wellbeing allowance.
• Charity Days – up to 3 days paid leave to support charity related activities.
• You will be automatically enrolled into the Kindred LTS Pension Plan.
• Enhanced Maternity, Paternity and shared parental leave policy.