Customer Strategy & Retention Specialist

Job Description

The successful candidate will be responsible for supporting the Customer Strategy & Retention team in the implementation of a global customer lifecycle & communication framework. Develop customer relationships and increase the overall customer lifetime value, and support in the development, coordination and delivery of digital customer communications which are event and lifecycle based, with a focus on automation and triggered communication. Facilitate the implementation of customer data into the defined communications, along customer lifecycle stages and sub-stages. Collaboratively identify key events and opportunities to create automated, trigger based communications relevant for audience segments based on lifecycle stages Job Outline: – Support in the definition of clear business objectives for each customer lifecycle stage and sub-stage, and identify important triggers or events within the framework to educate the wider business and ensure all communications utilise the lifecycle framework methodology. – Support in regular planning and prioritisation sessions, coordinated via the MMC, involving Skywards, Product and eCommerce teams to ensure the requirements from all business units are taken into account in a collaborative manner. – Perform customer analysis by identifying sources of data (customer behaviour including digital behaviour) to ensure alignment of the contact strategy with the lifecycle framework. – Execute the delivery of triggered and automated campaigns to meet the agreed and prioritised business goals. – Analyse success metrics of targeted global customer communications to suggest optimisations for programmes. – Implement marketing technology within an identified use case, working with IT teams where applicable to meet each program’s goals. – Apply best practice in campaign testing and be heavily engaged in the evaluation and insight from triggered campaigns to continually optimise our lifecycle programs. – Build relationships with MMC’s, wider CCMB teams, and other business units to ensure integration, collaboration and support for all lifecycle marketing programmes.