Head of Customer Retention

SUMMARY:

Leading Omnichannel retailer based in Cape Town has a Head of Customer Retention role available. The purpose of the role is to retain and upsell the active cash and credit customers through the conceptualization and implementation of customer retention and upsell strategies. 

POSITION INFO:

The ideal candidate for this role will be responsible for bridging the gap between product (credit, cash and merchandise), creative execution, sales and marketing to create offers that engage customers through all parts of the marketing funnel. Responsible for prioritizing customer retention initiatives that originate throughout the business.

• Define the customer retention plan and develop the retention roadmap for both cash and credit customers
• Implement a framework for testing retention activities and a strong testing rhythm
• Designing and implementing of customer retention tests - combining product (merchandise & credit), sales (&logistics) and marketing, across all marketing functions including direct (digital and print), social media marketing and partnerships.
• Analyze customer behavior through data from targeted interviews, feedback and usability tests to get insights as to why customers disengage from the brand.
• Investigate reasons for attrition and address these to prevent customer attrition
• Management of the retention budget to drive sustainable bottom-line growth
• Exploration and identification of alternative leads sources with third party vendors
• Ensure consistent messaging in collateral that aligns with brand positioning
• Develop customer retention dashboards to ensure adequate understanding of the outcomes of testing
• Ensuring that all retention strategies are compliant with legislation
• Engagement with marketing channel heads to understand and drive performance of each channel
• Ensure team members have clear and tangible goals which are assessed bi-annually through the KPA performance management process
• Mentor staff, identify training needs an develop career growth plans

NB! This job is now closed. You can apply for other jobs by uploading your CV.