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Customer Retention Strategist

2 months ago

Montreal, Quebec, Canada 剓塔 Full time

[Full Time] Customer Retention Strategist at 剓塔

Location: Remote

Salary Offered: Not Specified

Job Type: Full Time

Experience Required: 5+ years

Remote Work: Yes

Vacancies: 1 available

We are seeking a Customer Retention Strategist who possesses both strategic insight and operational expertise to oversee the daily operations of our Retention and Customer Lifetime Value initiatives within the marketing division. This role is pivotal for those looking to make a significant impact on our email and retention marketing strategies.

About 剓塔: We are dedicated to revolutionizing the textile industry with innovative solutions. Our commitment to quality and customer satisfaction has set us apart in a competitive market.

As the Customer Retention Strategist, you will take charge of the vision, planning, and execution of our retention and loyalty strategies, including communications and customer segmentation across various channels.

Key Responsibilities:

  • Develop comprehensive customer journey maps to enhance marketing initiatives and collaborate cross-functionally to implement solutions aimed at optimizing Average Order Value (AOV) and Customer Lifetime Value (LTV), while expanding our customer base.
  • Establish and manage retention-related objectives, key performance indicators (KPIs), and reporting schedules for the marketing team, alongside budget and revenue forecasts.
  • Analyze retention efforts across marketing channels to identify insights and additional opportunities for growth.
  • Work closely with the data team to enhance customer segmentation capabilities using behavioral, attitudinal, and demographic data.
  • Identify necessary tools to improve tracking, reporting, and retention analytics.
  • Craft communication strategies for various customer interactions, including emails and potential new retention platforms.
  • Oversee the development and monitoring of an email marketing calendar and campaigns to gather insights that will enhance our retention data.
  • Manage and expand our referral program to support revenue growth.
  • Collaborate with Integrated Marketing, Growth, Data and Analytics, and Brand Marketing to ensure the long-term health of our customer base.
  • Explore data to uncover opportunities for new retention programs and channels.
  • Provide insights and trends to inform Marketing and CRM strategies, focusing on best practices and innovations in retention marketing.
  • Lead optimization efforts through experimentation and creative testing.

Requirements:

  • 5+ years of experience in retention marketing across various channels, including segmentation, personalization, email, CRM, loyalty/rewards, and SMS.
  • Experience in e-commerce and quantitative analysis of business data.
  • Strong analytical skills with a proven ability to analyze large datasets and translate them into actionable strategies.
  • Demonstrated ability to work collaboratively on interdisciplinary teams with multiple projects and tight deadlines.
  • Detail-oriented with a logical mindset and a proactive approach to driving business results.
  • A resourceful and humble team player at all levels of the organization.

Bonus:

  • An entrepreneurial spirit that aligns with our company culture.

We are in a phase of rapid growth and are looking for candidates eager to embrace new challenges and pursue personal development.