MARKETING RETENTION SPECIALIST - UMHLANGA

• The Marketing Retention Specialist will be responsible for creating, managing and evolving retention strategy to drive customer loyalty and client retention for the business.

The role will suit an analytically driven thinker and customer focused individual who can synthesize current business intelligence or trend data to inform retention marketing strategy, whilst project managing and implementing new business strategies.

Job Description

• Manage, maintain and develop existing customer retention strategies to drive customer satisfaction and client retention.
• Analyse customer behavior patterns and trends to evolve and refine customer retention strategies across the business.
• Create and set up retention trigger campaigns and automation of customer user journeys.
• Provide ongoing competitor analysis and key market research to support Email, Mobile Push Messaging, SMS, the Loyalty Club, and other retention channels for both SA and International.
• Manage the creating and executing of Email, Push Notifications and SMS campaigns in line with defined retention strategies.
• Responsible for setting up customer communication and management of content via other Digital/Online channels and analyzing results.
• Provide ongoing reporting and feedback on the performance of all retention initiatives and campaigns.
• Help drive the companies customer activation and retention strategy by using data to optimize lifecycle, batch, and transactional email campaigns.
• Help develop programs to maximize customer retention, with a focus on repeat purchase, win- back, cross-sell, and upsell efforts.
• Perform customer segmentation and customer lifetime value analysis to support retention strategy.
• Write queries and scripts to serve personalized content in Emails, SMS and Mobile Push Messages.
• Define, implement, and automate weekly and monthly reports of key performance metrics, action items and alerts, and A/B test results.
• Provide actionable email and push strategy recommendations based on key performance metrics, A/B test results, and various data sources.
• Create data-driven, dynamic campaigns, audience segmentation strategies and testing plan to maximize ROI targets.
• Prepare, test and schedule daily Email sends.
• Test and schedule Mobile Push/SMS notifications.
• Plan and implement A/B tests on campaigns.
• Develop and project manage triggered email campaigns and personalization in batch-sent email campaigns.
• Establish and build relationships with stakeholders including marketing, engineering, merchandising, creative, copy etc.
• Maintain email calendar and gather assets.
• Oversee and monitor Email/SMS list segmentation and list growth.
• Managing and maintain the CMS of the company with uploading and removing of daily/weekly banners.
• Managing and maintaining internal Wi-Fi banners and reports.
• Maintaining of retail screens in retail branches
• Provide ad-hoc reporting and analytical support to marketing team as needed
• Help with Loyalty program implementation and measurement.
• Any other Adhoc duties

REQUIREMENTS:

Matric

Degree/Diploma in Digital Marketing or related

2 to 3 years experience in aquisition marketing, lead generation / customer retention