Head of Customer Retention & Loyalty

International Consumer Finance Brand
Thames Valley
29 Nov 2012
21 Jan 2013
Agency, Media, Other

Job Description

A new contract role, covering maternity leave has arisen at this online consumer finance brand, part of a hugely successful global financial services organisation, based in a fantastic Berkshire location.

A multi-million ATL campaign launched earlier this year supporting digital activity and the ambitious growth plans that are in place. They are currently smashing targets and as a result a fresh raft of investment has been allocated by the U.S. This will be largely used to recruit more expertise and increase budget in specialist Digital Marketing, E-Commerce and Product Development areas. Their proposition is innovative and brings something fresh to the market, which, coupled with a talented and hard-working team is why they are seeing such fantastic growth and success.

We are seeking a talented Head of Customer Retention to be responsible for the development of customer-centric strategies, designed to deliver a first class customer experience, to develop lasting customer relationships, and to deliver customer loyalty. In doing so, delivering commercial benefit to the business in terms of increased renewals, retention and life time value.

Main areas of focus and responsibility include:

- eCRM – product promotions, cross and up sell campaigns
- Customer renewal programmes
- Reputation management – Social CRM, customer reviews, customer service and queries
- Create a single customer view – data management, customer insight, communication strategy

Candidate Requirements

We are looking for a loyalty and retention expert ideally with experience in Finance, Telco’s or similar subscription based product environment. You should have man management experience and happy leading strategy as well as being hands on. You should be very customer centric in your approach, always looking to improve customer experience, journey and satisfaction to retain and renew the growing customer base. This is a contract role for circa 9 months, so ideally you will be happy working with as well as developing current plans and campaigns.

Contact / Application Details

The advertiser has specified that Recruitment Agencies may NOT contact them regarding this position.

Position: Head of Customer Retention & Loyalty (Maternity Contract)
Salary: £45k - £50k
Location: Thames Valley
Contract: Permanent
Contact: Daniel Pincott
Posted: 22/11
Reference: 881701
Referral Reward: £400

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