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Senior Retention & Loyalty Manager

Employer
Josh Wood Colour
Location
London (Central), London (Greater) (GB)
Closing date
2 Jan 2021

View more

Function
Marketing
Level
Manager
Contract Type
Permanent
Hours
Full Time

Senior Retention & Loyalty Manager

Full-Time Employment Contract

The role

We are looking for an outstanding Retention Manager to focus on optimising and enhancing our communications strategy for our acquired customer base at all levels of loyalty. The role is responsible for fine tuning the wider Retention, Loyalty and CRM team activity, whilst also managing our 1-1 Video Consultation & Clienteling team’s bespoke communication, handling our VVIP Atelier service and gifting for brand ambassadors and social influencers, driving customer retention to ultimately drive engagement and sales. The manager in this role will work closely with key loyalty functions to define what success looks like, collaborating with our Director of Marketing 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 environment. You will be a good communicator and hugely passionate about all things digital.

About

Josh Wood is a world-leading colourist, an Executive Board Member of the British Beauty Council and a regular host on ITV’s This Morning.  He founded the Atelier in 2011 as the home of our handpicked dream team of colourists and stylists.

“From Fashion Week to the red carpet, if you’ve spotted a shade you absolutely love, it’s more than likely expert colourist Josh Wood or his team were behind it” - Refinery29

We are on a mission to offer a better solution for clients to have a fantastic personalised hair colour that is tailored to each individual.  Our London Atelier is also the home to Josh Wood Colour Digital, working alongside Josh and the Atelier team to bring expert product innovation to our at-home community.

Key Responsibilities

  • Develop & oversee execution of a targeted high-value customer strategy, including a Top Client specific loyalty strategy focussing on the inner tier customer migration and general health
  • Tailor BAU & Lifecycle campaigns towards Top Client behaviour, building on existing loyalty & retention campaigns, collaborating closely with the Director of Marketing, Content team and Client Delight team team to provide relevant, inspiring and ultimately revenue driving campaigns
  • Lead the development of highly segmented customer lifecycle programs in partnership with E-com & Operations to support the strategic growth of the top tier customer segments, particularly focussing on optimising 1:1 Video Consultant Comms
  • Research, analyse and recommend new strategic communication opportunities such as Direct Mail, 3rd party relationships, technology solutions, etc. to drive customer retention
  • Responsible for knowing our customer inside and out via bespoke audience selections, and post campaign analysis and insights
  • Collaborate with Product, E-Com, Customer Delight & Ops to ensure that priority customers are actively maintained and engaged across their entire journey
  • Build and drive forward the loyalty scheme, subscription model,  ‘Refer a friend’ and ‘Friends & Family’ roadmaps, requirements, and customer-facing communications
  • Support on forecasting and planning process in order to meet agreed Top & Overall Retained Client KPIs and targets
  • Manage budgets and timelines for all key projects and initiatives

Ideal Candidate

  • 6+ years experience in an analytical Marketing or CRM role
  • Demonstrated experience increasing retention rates, repeat purchase behaviour and overall customer loyalty
  • 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
  • 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 Klaviyo 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 all levels of the organisation
  • Self-driven and willingness to ‘roll up your sleeves’
  • Project management experience advantageous

Working environment

  • We are a friendly bunch with a strong and collaborative team culture
  • You will be joining a creative team and get the chance to help shape how we work
  • Working in a growing brand with global ambition is a unique challenge and opportunity where time passes quickly, no two weeks are the same, and the opportunities for trying new things for personal development are constant

Location

  • We have a physical office presence in Holland Park, London.  At the beginning of March 2020 we made the decision to move to working from home for all Digital employees until January 2021 when we will review the situation again.  We have invested significant time and budget into ensuring that everyone is suitably equipped to work from home.  Our guiding principle behind any decision we make will always be the health and well-being of our team.

     

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