Client Retention Manager

Our client is one of the fastest-growing companies in the world, going after a $400 billion market. This is a rare opportunity to work for an entertainment company that supports multiple top charities whilst enabling their customers the opportunity to win their dream home.

We’re seeking a skilled and experienced Client Retention Manager to join a passionate team of world changers. You’ll be responsible for managing CRM operations for their web and mobile platforms, utilising tools such as OneSignal, Braze, DynamicYield, Insider etc.

Your expertise in CRM management, combined with your prior experience in pricing and offer strategy, will be critical in optimising customer engagement, enhancing marketing campaigns, and driving revenue growth.

Responsibilities:

• CRM Strategy and Operations: Develop and implement a comprehensive CRM strategy aligned with business objectives, focusing on both web and mobile platforms.
• CRM Tools and Systems: Utilise and optimise CRM tools, including OneSignal and Braze, DynamicYield, Insider etc to enhance customer engagement, segmentation, and personalisation.
• Data Management and Analysis: Oversee data management processes to ensure accuracy, integrity, and security. Analyse CRM data to identify trends, patterns, and insights for campaign optimisation.
• Campaign Management: Plan, execute, and monitor CRM campaigns, leveraging segmentation, automation, and personalisation techniques. Implement pricing and offer strategies to drive customer conversion and retention.
• User Engagement and Retention: Develop strategies to increase user engagement, loyalty, and lifetime value through effective CRM initiatives and personalised communication.
• Performance Monitoring and Reporting: Track and analyse key CRM metrics, generate reports, and provide actionable insights to stakeholders. Continuously optimise CRM performance based on data-driven recommendations.
• Cross-functional Collaboration: Collaborate with marketing, product, and analytics teams to ensure CRM initiatives align with overall business goals and deliver a seamless user experience.
• Pricing and Offer Strategy: Utilise your prior experience in pricing and offer strategy to optimise revenue generation, drive conversions, and enhance customer satisfaction.
• Partner Engagement: Work closely with our growth partner and their team of CRM professionals to execute highly effective CRM campaigns.

The ideal candidate:

• Proven experience (10+ years) in Client Retention Management for web and mobile platforms - must be able to demonstrate the ability to be thinking about retention, multi channel engagement and attribution as well as segmentation, to create a clear strategy with positive impacts on the business.
• In-depth knowledge and hands-on experience with any one of the following CRM tools: Klaviyo, OneSignal, Braze, DynamicYield, Insider.
• Strong data management and analysis skills, including segmentation, personalisation, and campaign optimisation.
• Prior experience in pricing and offer strategy, with a track record of driving revenue growth and improving customer acquisition and retention.
• Proficiency in analysing CRM metrics, generating reports, and presenting actionable insights to stakeholders.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Ability to think strategically, solve problems, and drive results in a fast-paced, high-growth environment.
• Leadership experience, with a proven ability to lead and develop a team.
• Passion for social impact and the mission of the business.

A snapshot of what’s on offer:

• Competitive salary and benefits including attractive equity package.
• Our client actively seeks out diversity of thought and experience to drive innovation. They welcome differences of background, identity, and perspective and work hard to ensure that all people can bring their authentic self to work at all times.