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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.
Descriere
- 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.
Cerințe
- 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.
Beneficii
- 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.