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Head Customer Journey (Loyalty & Retention)

Reward: 1000 €

Type of contract: Employee

Sector: Internet

Region: Liège

Client :


Description :

  • Work cross-functionally with the Business Intelligence team to understand current customer retention KPIs (repeat rate, lifetime value, etc.) and forecast for increased customer retention;
  • Use data to identify customers at risk of lapsing and provide recommendations to increase their engagement and purchase activity;
  • Supervise the email team to deliver regular personalized promotions to premium customers via emailCollaborate on strategy with all marketing channel leaders to deliver website traffic and revenue from the existing Newpharma customer base;
  • Manage a team, which includes an Email Manager and Loyalty Analyst, that is responsible for retention and CRM programsDevelop, manage and implement effective retention programs for Newpharma's European e-shops;
  • Be the company's customer loyalty evangelist;
  • Develop a customer contact strategy and loyalty driven benefits across various segments within customer segmentation / Lead the strategic vision and plan for the retention of our customers;
  • Assure the retention and CRM initiatives align with the overall digital marketing strategy of the company by working closely with the Ecommerce team and report team and program results to the Ecommerce Marketing Director;
  • Responsible for growing repeat sales by supervising email, CRM projects and loyalty programs.

This includes being both hands on but also managing a staff:

  • Development, evaluation, monitoring and reporting of CRM/retention KPIs and metrics;
  • Responsible for the P&L of the retention programs, including budgeting and forecasting;
  • Prepare customer analysis and report results across email and loyalty programs, campaigns and segments and make actionable recommendations for improvement;
  • Responsible for ongoing analysis and quarterly reports of key performance indicators;
  • Develop strong collaborative relationships with colleagues in branding, creative, copywriting, web design, development/IT and analytics;
  • Supervise on-boarding and day-to-day relationships with multiple third party vendors, including contract negotiation and budgeting processes. These include relations with ESP's, loyalty vendor and CRM toolsPosition supervises a team of digital marketing retention and CRM professionals;
  • Create and drive strategy around cross-channel, segment based marketing across our existing customer base, initially leveraging channels like email and mobile push and expanding to additional channels;
  • Create cohesive customer life-cycle strategy with targeted programs for specific customer groups, including win back, category expansion and onboarding. Build, test and scale loyalty program and loyalty assets that deliver against goal of driving increased LTV;
  • Develop robust, iterative and scalable channel test/learn strategy, inclusive of consistent performance reads with go-forward recommendations;
  • Develop and manage overall customer contact strategy driving towards a goal of targeting customers at the right time, in the right format with the right content for them.
  • Definition of the loyalty/retention acquisition strategy;
  • Definition and follow-up of KPIs;
  • Budget management, ensuring the best ROI Team hiring, training and day-to-day management;
  • Operational implementation of some strategies/actions
  • Reporting to the E-marketing Director.
  • Loyalty marketing is in your DNA
  • 10+ years of marketing experience with a focus on CRM and loyalty/retention marketing
  • Advanced knowledge of Google Analytics
  • Advanced knowledge of Excel
  • Knowledge of BI Tools (eg. Qlikview, Tableau)
  • Experience in team management and KPIs reporting
  • Requirements
  • Result-oriented
  • Excellent problem solving and analytical skills
  • Resourceful and inventive
  • Rigorous
  • Eager to train a young and dynamic team
  • Good organizational and multi-tasking skills Autonomous
  • Good negotiation skills
  • Customer-minded and teamwork player
  • Ability to evolve in a "just-in-time" and fast-moving environment
  • FR or NL Native, with good NL/FR+EN oral and written communication skills. Basic knowledge of German is very welcome.