Head - Customer Retention - Retail

The primary purpose of the role:

Responsible for the customer interaction strategy and roadmap, driving performance through the business to achieve Revenue targets

Main responsibilities:

- Lead and manage the Customer Retention team, working with them to support

- Define and drive implementation of a holistic retention strategy to drive revenue from existing customers

- Identify and implement new opportunities throughout the customer journey to deliver high-performing, agile marketing plans for existing customers

Customer interactions and touchpoints:

- understand the key revenue-based interactions in the customer lifecycle and drive relevant changes with CRM

Strategies and digital asset developments:

- Use research methods and data channels of customer experience to understand issues to improve retention and revenue

- Analyze and improve customer retention and repeat-custom behaviours across key segments to inform

Decision-making scope:

- The job holder will be responsible for developing and implementing the most appropriate course of action to meet revenue targets. In addition, they are required to recommend and implement changes to internal policies and procedures.

Management essential:

- Experience in developing and maintaining effective relationships with Executives and Senior Managers through personal credibility and delivery of results

- As a pre-requisite, display expertise in customer journey management, digital and communications

Person characteristics required:

- Passion for remaining up to date with digital and technology trends

- Commercial yet customer-first mindset with the ability to identify customer needs

- Detail oriented with excellent communication skills

- Have the ability to communicate with senior management and external suppliers at all levels

- Ability to interpret and evaluate information and make authoritative recommendations

- Remain flexible to changing priorities and open to new ideas

- Ability to think conceptually and creatively in order to continually develop the functional area

- Ability to coach, mentor, manage other senior professionals, and manage the knowledge base of the functional area.