Naya is a product design platform that helps design studios bring work from concept through execution. It gives teams a shared place to organize assets such as 3D models and videos, connect design tools, and collaborate with stakeholders. By keeping workflows and documentation together, Naya aims to reduce fragmentation across the design process. Founded in association with Harvard's Design School, the platform is used by teams globally.
Remote Retention Manager, CRM and Lifecycle
Build CRM, lifecycle and loyalty programmes for Arc, a maker of precision-engineered aluminium and titanium device cases. Grow repeat revenue, customer value and owned-channel performance.
Сипаттама
- Shape the retention strategy, prioritisation and business case for new initiatives.
- Design and own lifecycle flows spanning welcome, browsing, basket recovery, post-purchase care, upgrades, replenishment and back-in-stock alerts.
- Plan campaigns around the trading calendar and product launches.
- Build customer segments based on behaviour and value.
- Identify high-value customers and tailor programmes to their motivations.
- Manage customer-list growth, engagement, suppression and consent across markets.
- Set the strategy and calendar for email, SMS and other owned channels, and oversee briefs and final approvals.
- Oversee campaign setup, deliverability, sender reputation, testing and platform configuration.
- Create reactivation and win-back programmes, including holdout testing, sunset rules and cost assessment.
- Turn customer support themes into briefs for the website, product pages, lifecycle programmes and product roadmap.
- Bring customer perspectives into trading and planning discussions.
- Lead the CRM agency relationship, covering briefs, targets, reviews, quality, reporting and roadmap.
- Set offer and lifecycle promotion policies while protecting margins.
- Design, assess, launch and manage a loyalty programme.
- Use lifecycle merchandising to increase cross-sells and multi-product purchases.
- Manage the post-purchase journey from order confirmation through subsequent engagement.
- Maintain reliable integrations across ecommerce, CRM, advertising platforms and customer support systems.
- Work with the Acquisition Manager, customer support, brand, product, operations and agency partners.
- Report quarterly on retention, repeat revenue, gross profit, channel performance, reactivation, discounts, cross-sells, purchase timing, list health, loyalty and customer insights.
Талаптар
- Hands-on CRM platform ownership, including building flows and segments.
- Experience creating a retention programme from an early stage.
- Confidence with cohort and lifetime value analysis.
- Ability to interpret repeat-purchase trends, size opportunities and make the case for investment.
- Commercial judgement when evaluating promotions and incentive costs.
- Self-directed approach and comfort building processes in a small, fast-moving team.
- Loyalty programme experience is helpful but not essential.
- Experience with SMS alongside email, or offline channels such as direct mail, is helpful but not essential.
- Experience in premium or considered-purchase categories is helpful but not essential.
- Experience with products that have replacement or upgrade cycles is helpful but not essential.
- Customer research, surveys or structured feedback programme experience is helpful but not essential.
- CRM platform migration experience is helpful but not essential.
Артықшылықтар
- Remote-first working arrangement.
- Quarterly in-person team meet-up.
- A clear path to a Head of role as the channel and team grow.
- Additional roles planned as the channel matures.