Head of Retention

£45000 - £60000 per annum + Benefits
04 Mar 2019
01 Apr 2019
Jessica Guttridge
Job Discipline
Data & CRM
Experience Level
Contract Type
Full Time
This award-winning Pure Play Retailer is seeking a Head of Retention to develop and deliver customer retention communications plans and revenue targets on a global scale.

Client Details

Our client is a market-leading and award-winning Pure Play Retailer. From a Bath based Head Office, the business operates on a global scale; with 9 websites in different countries, and distribution centres worldwide, this organisation is showing no signs in stopping its vision to achieve global domination in its field.


The Head of Retention will be responsible for developing and delivering the global retention marketing strategy and plans to achieve targets and increase customer lifetime value. Working closely with the Commercial Insights team, the successful candidate will use customer insight to improve global retention rates and deliver revenue targets, ultimately utilising this information to set effective KPIs and metrics.

The Head of Retention will own and lead the development of the organisation's Loyalty programme globally. Working across all departments to drive customer experience and engagement with the programme, the successful candidate will develop customer communications to increase awareness and interaction with the scheme. The successful candidate will lead this globally, and support in localisation, having created seamless and strong communications with international teams in the delivery of localised plans.

In addition, the Head of Retention will lead and deliver the global email strategy and plan, taking accountability of email targets, including accurate forecasting of email revenue and owning the relationship with the ESP. The successful candidate will seek to continuously improve email communications to optimise the customer journey.

The Head of Retention will also own the Subscriptions product and proposition, working cross functionally and with agencies, to develop integrated plans.

This is a team leadership role, and is office-based in Bath.


The successful candidate will:

* Have worked in B2C
* Ideally have worked in an Ecommerce environment
* Have a track record in delivering Global CRM Marketing Strategy
* Have a track record and working knowledge of developing and delivering CRM, Email Marketing and Loyalty Programmes
* Have experience setting KPIs and Metrics in order to effectively track results
* Have experience managing teams
* Be creative
* Be analytical
* Be commercial
* Have a track record in delivering forecast
* Have a track record in operating cross functionally
* Be willing to be office based, 5 days a week in Bath

Job Offer

£45,000 - £60,000 + Benefits

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