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The role:

This opportunity will see you looking after the Retention CRM automations and campaigns for the member audience. You will be looking after Retention lifecycle programmes, optimising key programmes, working on new and complex member journeys and have lots of previous lifecycle experience.

Key responsibilities and main duties

• Focused on delivering the retention goals: reduced churn, increased revenue per member and increased member
• A storyteller who can engage with and influence senior members of the leadership team
• Understand comms strategy and comms integration and can build comms journeys that deliver results
• Leverage segmentation and analytics to deliver a managed customer contact experience
• Lead channel optimisations by looking at the new tech and channels open to the team to evolve our performance
• Lead campaign and reporting and analysis to drive performance enhancements
• Unify and drive best practice behaviours around messaging, creative and tone of voice
• Is customer centric in thought and behaviour and always strives to do what is best for the customer, but never at the expense of the business
• Can build end to end, always on programmes of activity alongside campaign activity
• Understand and be able to deliver channel mix, performance, reporting and optimisation
• Work with data and delivery partners to ensure data is correct, the right comms are sent to the right customers, at the right time
• Work with segmentation to drive segmented creative, messaging and propositions
• Introduce and deliver results against creative & messaging test and learn programmes
• Work collaboratively with all stakeholders around the business