The Retention Manager plays a key role on the Retention & Loyalty team. Enthusiastic and analytical, he or she has the know-how to identify, target and influence user behavior to increase player retention and profitability. Reporting to the Head of Retention & Loyalty, he or she will work with different partners across the organisation on the best solutions for Customer Journey Optimization.
The successful candidate will:
• Lead marketing strategies to support the Retention marketing program.
• Plan and execute loyalty strategies to support our customers’ brand retention efforts.
• Lead special projects designed to improve the profitability of the active customer base.
• Manage the brands’ rewards program.
• Work hand-in-hand with various internal stakeholders to produce short- and long-term Retention marketing strategies.
• Work with the Retention Marketing Specialists on developing strategies to improve KPIs of specific segments.
• Oversee and control budgets and ensure that campaigns stay within budget.
• Communicate campaign metrics, results, and recommendations to stakeholders.
• Define and collaborate on personalizing the customer experience on and off the website.
• Assess needs, align stakeholders, and develop measurable systems resources and process change.
• Manage internal resources to ensure fixed and variable scope deliverables are delivered on time, on budget, and as specified.
• Produce high-quality proposals, reports, and process documents.
• Conduct needs analysis through technology audits, content audits, process audits, and stakeholder feedback.
• Ability to identify new areas for improvement and development of Lifecycle campaigns and to articulate to business leaders.
• Coordinate project responsibilities and allocate and prioritize tasks among team members.
• Ensure that campaigns, creative briefs, other strategic marketing documents, and the overall campaign calendar accurately reflect marketing objectives, target groups, and ROI in line with the business strategy.
• Responsible for preparing summary reports and post-campaign analysis of all projects, utilizing Business Intelligence resources to ensure take-away and learning.
• Three to Five years of digital marketing experience with a successful track record of implementing and managing Digital Marketing Programs in a multi-channel environment.
• In-depth knowledge of Customer Journey Optimization best practices with experience in developing and implementing testing strategies across channels, including designing and analyzing contact strategies, automation techniques/tools and customer experience optimization.
• Previous experience managing a rewards program and/or Customer loyalty program.
• Demonstrated experience with data-driven marketing, a/b and multivariate testing experience, and Analytics, with a successful track record of implementing and managing different Digital Marketing Tools.
• Ability to interpret and present data/results (both written and verbal) to stakeholders in engaging and meaningful ways.
• Advanced knowledge of MS Office software applications and advanced Excel is a must.
• Ability to manage and prioritize multiple projects simultaneously within a complex organization.
• Experience leading, coaching, and mobilizing teams.
• Excellent negotiation, influence, and relationship-building skills.
• Must be able to travel 15-20%.
