Customer Retention Strategist
2 weeks ago
The Retention Specialist plays a pivotal role in driving customer loyalty and retention efforts at Lenskart.
As a key member of the Retention & Loyalty team, this individual will leverage data-driven insights and personalized communications to foster long-term customer relationships and drive business growth.
Reporting to the Head of Retention & Loyalty, the successful candidate will collaborate with cross-functional teams to develop and execute retention strategies that optimize customer journeys and enhance overall brand experience.
Key Responsibilities:- Develop and execute loyalty strategies to support customer retention efforts, driving business growth and profitability.
- Collaborate with internal stakeholders to design and implement retention marketing strategies, ensuring alignment with business objectives.
- Communicate campaign metrics and results to stakeholders, providing actionable insights to inform future initiatives.
- Define and implement personalized customer experiences across channels, leveraging data and analytics to drive engagement and loyalty.
- Manage internal resources to deliver high-quality deliverables on time, on budget, and as specified, ensuring seamless project execution.
- Produce high-quality proposals, reports, and process documents, effectively communicating complex ideas to business leaders.
- Identify opportunities for process improvement and develop lifecycle campaigns to drive business growth, articulating value to business leaders.
- Ensure campaign calendars and strategic marketing documents accurately reflect marketing objectives, target audiences, and ROI, aligning with business strategy.
- Prepare summary reports and post-campaign analysis, utilizing business intelligence resources to inform future initiatives and drive process development.
- Minimum three to five years of digital marketing experience, with a proven 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.
- 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 loyalty drivers.
- Ability to interpret and present data/results to stakeholders in engaging and meaningful ways, driving business decisions and growth.
- Advanced knowledge of MS Office software applications, with advanced Excel skills.
- Ability to manage and prioritize multiple projects simultaneously, navigating complex organizational structures.
- Excellent negotiation, influence, and relationship-building skills, with a strong ability to build and maintain stakeholder relationships.
- Some travel may be required, with flexibility to work in various locations, including Vancouver, Halifax, or Montreal.
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Montreal, Quebec, Canada Lenskart Full timeAbout the RoleThe 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...
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