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Retention Marketing Specialist

2 months ago

Montreal, Quebec, Canada Lenskart Full time
About the Role

The Customer Retention Strategist plays a pivotal role in driving business growth through effective customer retention strategies. Reporting to the Head of Retention & Loyalty, this individual will work closely with various internal stakeholders to develop and execute loyalty programs that foster customer longevity and profitability.

Key Responsibilities
  • Develop and execute loyalty strategies to support customer retention efforts, aligning with business objectives and market trends.
  • Collaborate with internal stakeholders to design and implement retention marketing strategies, leveraging data-driven insights to optimize customer experiences.
  • Communicate campaign metrics and results to stakeholders, providing actionable recommendations for improvement.
  • Define and implement personalized customer experiences across channels, ensuring seamless interactions and enhanced customer satisfaction.
  • Manage internal resources to deliver projects on time, within budget, and to the required quality standards.
  • Produce high-quality proposals, reports, and process documents, effectively articulating business value and ROI.
  • Identify opportunities for process improvement and develop lifecycle campaigns to drive business growth.
  • Ensure campaign materials, creative briefs, and strategic marketing documents accurately reflect marketing objectives, target audiences, and ROI.
  • Prepare summary reports and post-campaign analysis, utilizing business intelligence resources to inform future strategies.
  • Minimum three to five years of experience in digital marketing, with a proven track record of implementing and managing digital marketing programs in a multi-channel environment.
  • Deep knowledge of customer journey optimization best practices, including testing strategies across channels and designing contact strategies, automation techniques, and customer experience optimization.
  • Demonstrated experience with data-driven marketing, A/B and multivariate testing, analytics, and digital marketing tools.
  • Previous experience managing rewards and/or customer loyalty programs, with a strong understanding of customer behavior and preferences.
  • Ability to interpret and present data/results to stakeholders in engaging and meaningful ways, using advanced Excel skills and MS Office software applications.
  • Excellent negotiation, influence, and relationship-building skills, with the ability to manage multiple projects simultaneously in a complex organization.
  • Some travel may be required, with the possibility of remote work from Vancouver, Halifax, or Montreal.