Loyalty and Retention Executive

Great Bromley
19 Feb 2019
24 Feb 2019
Contract Type
Full Time
We’re looking for a Loyalty and Retention Executive to join a successful publishing house in Colchester on a full time permanent basis

As the Loyalty and Retention Customer Executive you will be responsible for creating a loyalty and retention programme and extending the customer lifetime value proposition alongside the marketing team

Duties and key responsibilities:
• Develop and oversee a robust test program for retention and loyalty and ensure plans are regularly reviewed in light of new analytics /insight.
• Work with the marketing team to create a detailed understanding of monthly performance and future forecast.
• Establish key merchant partners for the loyalty program.
• Develop an engagement program that delivers improved retention and ensures clear KPIs are in place.
• Work closely with marketing team to ensure propositions are communicated and executed effectively.
• Manage the Customer service campaign’s - ultimately focusing on loyalty and retention of customers.
• Design and deliver targeted up sell and cross sell propositions to reach key customer segments via customer services and loyalty retention.
• Manage direct marketing activities to drive effective customer life-cycle management using the most relevant communication channels.
• Manage and oversee budgeting and planning for Retention and Customer Service P&L. including multiple channels
• Online – maximising the opportunities to drive subscription renewals on the titles’ own websites, Shopping cart, any relevant microsites, other commercial sites and external sites
• Direct mail – use database marketing and market knowledge to maximise return on investment from renewals
• Email – assess the effectiveness of email marketing and make recommendations for testing and increasing responses via this channel. Ensure regular email campaigns are set up and sent. Working to agreed targets.
• Telemarketing (in-bound and outbound) – setting up and budgeting regular cost-effective renewal and cross sell campaign

Implement best practice campaigns for:
• Renewal – focusing maximum investment and time on our most profitable customers
• Cross-selling – supporting the team in generating more revenue from our most profitable customers
• Testing – defining robust tests and test matrices and implementing tests that generate meaningful results
• Data –facilitate the best possible use of internal data to meet customer needs and maximise sales
• For each campaign implement the optimum:
• Payment method – promoting direct debit as the payment method of choice
• Offer – analysing and reviewing on a regular basis to ensure that the best offer is put in place
• Increasing volume, revenue and profitability across the portfolio
• Monitoring and managing budgets

The Successful Applicant
• The successful Loyalty and Retention Customer executive will have:
• Experience in data marketing CRM, including e-mail marketing across customer retention/re-engagement.
• A proven track record within a loyalty program environment ideal./
• Strong back reground working in commercial fast pace environments preferred
• Outstanding project management skills
• Excellent communication and interpersonal skills.

Key features/benefits

• Paying £22,000- £23,500 per annum ( DOE )
• Monday – Friday 9am – 5pm
• Car park a short walk away
• Opportunities to progress

If you’re interested please contact Emma White, Reed Colchester
Tel: 01206 840 100 or Email: Emma.white@reedglobal.com

Reed Specialist Recruitment Limited is an employment agency and employment business

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