Retention Manager - Private Client

Recruiter
Farfetch
Location
London, UK
Posted
28 May 2020
Closes
14 Aug 2020
Ref
08121b57-295b-4179-bc92-0a11599d6183
Function
Technology
Level
Manager
Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global technology platform for luxury fashion, connecting creators, curators and consumers.

Private Client

We're dedicated to amazing our special customers through our luxury personalised service. We're a truly global team with functions covering Personal Styling/Shopping, Marketing, Client Development, Customer Service and Operations. We understand the world of luxury fashion and lifestyle and we're unique in our approach to building long-lasting relationships with our clients, helping them to discover magical experiences through Farfetch.

London

Our London office is located in Old Street, London's tech hub, home to a broad range of teams including Commercial, Marketing, and Product. We have large open plan spaces and a feature staircase connecting our 3 floors, encouraging our collaborative and open culture. We also have a big outdoor terrace where we can have lunch and host social events when the sun comes out!

We are looking for an outstanding Retention Manager to focus on optimising and enhancing our communications strategy for our best customers; the Private Client segment. The role is responsible for fine tuning the wider Retention, Loyalty and CRM team activity, while managing 121 stylist & Private Client bespoke communication, driving PC customer retention to ultimately drive engagement and sales. The manager in this role will work closely with key Private Client functions to define what success looks like, collaborating with our global Retention & Loyalty teams to provide thought leadership and recommendations to the wider business based on the contextualised view of business, customer, trade, operational and financial data. The manager in this role must demonstrate a drive for continuous improvement and support cross-departmental initiatives and objectives, whilst being highly analytical & commercial. The role will be ideal for someone who is looking for an exciting growth opportunity in a fast-paced, globally orientated environment. You will be a good communicator and hugely passionate about all things digital.

What you'll do:

  • High value Customer Communication strategy


  • Develop & oversee execution of a targeted high value customer strategy, including a Private Client specific loyalty strategy focussing on the inner tier customer migration and general health
  • Tailor BAU & Lifecycle campaigns towards Private Client behaviour, building on existing Loyalty & retention campaigns, collaborating closely with the Loyalty, CRM team and Private Client Sales team to provide relevant, inspiring and ultimately revenue driving campaigns
  • Lead the development of highly segmented Private Client customer lifecycle programs in partnership with Sales, Operations, CRM, and International to support the strategic growth of the Private Client customer segment, particularly focussing on optimising 1:1 + lifecycle Stylists Comms
  • Research, analyse and recommend new strategic communication opportunities such as Direct Mail, 3rd party relationships etc. to drive Private Client customer retention
  • Responsible for bespoke Private Client audience selections, and post campaign analysis and insights
  • Collaborate with Product, Tech, Global Marketing, CS & Ops to ensure that priority customers are actively maintained and engaged across their entire journey
  • Create and maintain a VIP App Comms plan, working closely with Private Client Content on an aligned and engaging strategy
  • Build and drive forward 'Refer a friend' and 'Friends & Family' roadmaps, requirements and customer facing communications, working closely with the Private Client Acquisition team
  • Creating a global playbook, working closely with the International Sales teams on communications strategy localisation and execution, identifying need for local expansion & optimisation
  • Support on forecasting and planning process in order to meet agreed Private Client KPIs and targets


  • Enhance benefit proposition


  • Evolve the FF Private Client proposition, designing the inner tier benefit proposition strategy working closely with International teams on local nuances and idea generation
  • Explore more emotive benefits beyond promotional activity to really drive FP and customer engagement, partnering with the Loyalty, Tech, Product, Finance, Marketing & Commercial teams
  • Create a gifting strategy, working closely with Tech and Product on requirements and customer facing execution
  • Have a test and learn approach to new loyalty initiatives and support the roll-out of test learnings


  • Optimise Sale & Promotions


  • Key stakeholder in Sale working group, representing the Private Client team in strategy creation, execution and Lessons Learnt, collaborating cross functionally with Marketing, Finance, Commercial, Product, Tech & PC Stylists on the VIP Sale strategy
  • Collaborate with Marketing, Commercial, Tech and Product on enhancing the VIP Sale strategy based on 2019 learnings
  • Enhance our peak trading comms focus and journey across customer targeting & content, such as before & during VIP Sale, to drive incremental sales


  • Drive Customer Research


  • Partner with the Research team and Intl teams to drive meaningful insights for the PC specific customer base, informing user experience and across both, VIP App and Portal
  • Responsible for managing and implementing the survey roadmap, analysing and feeding back results to the business to improve the overall customer experience


  • Manage PC Retention & Loyalty Executive


  • Lead and manage a small Executive team spanning Retention and Loyalty


Who you are :

  • 2-3 years experience in an analytical CRM role
  • Experience of planning, building and executing complex testing programs (a/b, multivariate etc.)
  • The department manages many projects at once, so strong time-management and prioritisation skills are a must
  • Commercially focused and driven, with the ability to work towards metrics and manage budgets
  • A passion for numbers and outstanding analytical skills including ability to analyse and communicate insights regarding key digital marketing metrics and to build performance reports
  • Intermediate/advanced Excel, experience with Google analytics
  • Experience working with an Email service provider (preferably Salesforce or similar)
  • Able to appropriately combine attention to detail with longer term big picture/strategic thinking
  • A flexible, approachable attitude with good problem-solving skills
  • Ability to work to tight deadlines in a fast-paced environment
  • Excellent interpersonal skills with ability to work with, and influence, all levels of the organisation
  • Self-driven and willingness to 'roll up your sleeves'
  • Project management experience advantageous

We are looking for an outstanding Retention Manager to focus on optimising and enhancing our communications strategy for our best customers; the Private Client segment. The role is responsible for fine tuning the wider Retention, Loyalty and CRM team activity, while managing 121 stylist & Private Client bespoke communication, driving PC customer retention to ultimately drive engagement and sales.

Similar jobs

More searches like this

Similar jobs