Senior Manager of Customer Retention and Loyalty

hace 7 días

Bogotá, Bogotá D.E., Colombia Activate Talent A tiempo completo
About the Role

**Job Summary:**

We are seeking a highly skilled Senior Manager of Customer Retention and Loyalty to join our team at Activate Talent. As a key member of our organization, you will be responsible for designing, implementing, and managing our subscription program to enhance customer retention and drive loyalty.

Key Responsibilities

  • **Strategy Development & Implementation:** Develop and execute comprehensive retention and loyalty strategies, including building, implementing, and managing a robust subscription program that aligns with our overall business goals.
  • **Subscription Program Management:** Oversee all aspects of the subscription program, including A/B testing of subscription offers to optimize core KPIs such as churn rate, lifetime value, and customer acquisition costs.
  • **Cross-functional Collaboration:** Work closely with our email, SMS, and Customer Experience (CX) teams to devise and implement strategies for converting one-time purchasers into long-term subscribers.
  • **Industry Expertise:** Stay informed about industry trends, best practices, and emerging technologies to ensure that our retention and loyalty initiatives are cutting-edge and effective.
  • **Data-Driven Decision-Making:** Utilize data analytics to inform decision-making processes, track performance metrics, and refine strategies based on insights and outcomes.
  • **Membership Program Development:** Build and enhance membership programs, ensuring they meet customer needs and drive sustained engagement and loyalty.
  • **Continuous Improvement:** Continuously monitor and analyze the effectiveness of loyalty initiatives, recommending and implementing improvements to boost program performance.

Requirements

  • **Excellent Communication Skills:** Strong English communication skills are essential for this role.
  • **Experience:** Proven track record of building, implementing, and managing successful subscription programs within a Direct-to-Consumer (DTC) brand environment. Experience with brands similar to Dollar Shave Club is highly desirable.
  • **Expertise:** Extensive background in loyalty and retention strategies, with a strong understanding of best practices and current trends in the industry.
  • **Skills:** Strong analytical skills with the ability to leverage data for strategic decision-making. Proficiency in managing A/B tests and interpreting results to drive key performance indicators.
  • **Collaboration:** Demonstrated ability to work effectively with cross-functional teams, including email, SMS, and CX, to achieve common goals.
  • **Program Development:** Experience building and managing membership programs with a strong focus on enhancing customer engagement and retention.

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