Description:
We are looking for a data-savvy, self-motivated Senior Manager, Retention Strategy to join our Marketing team. This person will be the central owner of retention initiatives for the United States across 4 brands. Reporting to the Associate Director, North American Retention Strategy, you will be responsible for hitting long- and short-term customer retention targets by generating new ideas, detailed customer analysis, A/B testing, campaign coordination and optimization. The ideal candidate is a clear communicator, intellectually curious, and has a high capacity to pursue many new ideas at the same time. You have a track record of being able to sell-in new thinking and drive ideas to completion, and are obsessive about diving into data to deliver measurable insights and results.
Lettuce share what this role will be responsible for
- Identify and communicate retention focus areas for the US market and advise cross-functional partners on how different projects impact retention. Analyze customer behaviour and trends to identify areas for improvement and opportunities to better retain customers.
- Ensure the the voice of the customer comes through in tests and initiatives across the organization
- Make impact quickly, support the development of an experiment pipeline to test new approaches for retention both within the retention team and with other departments in the business.
- Be a champion for your testing roadmap, from selling it in, to collaborating with cross-functional teams in local and global offices across Marketing, Product, Tech, Ops and Brand
- Work cross-functionally to drive retention-focused changes to marketing initiatives and product strategies (design analyses, query data, draft recommendations) across the US organization.
- Be a voice for retention in the US, keeping the local team updated on campaign results, highlighting successes, failures, positive trends, and negative trends.
- Own relationships with external providers for printing and distribution of in-box inserts and welcome books.
- Be the central owner of active customer communication, maximizing the use of both inbox inserts and email communication to reach customers with the right message, at the right time, through the right channel.
- Own the forecasting, tracking, reporting and target development for retention for all brands in the US.
- All other duties, as assigned
Sound a-peeling? Here's what we're looking for
- A proven strong performer with 6+ years of deep experience in a marketing project management role in a fast-moving, agile-oriented company (bonus if you’ve worked in a Start-Up, digital subscription business, or in a high-growth eCommerce environment)
- Entrepreneurial mindset - you love building new things, and have both the passion to sell ideas and the grit to drive them to completion.
- You’re a data enthusiast with advanced proficiency in Excel and background in SQL, love finding the details in facts and statistics, and putting it all together for an actionable plan.
- Intellectual curiosity: you always want to know the “why” and you go beyond the scope of a given assignment to get your answers.
- Motivated by challenging targets and are keen to tackle both the big projects and small tasks in order to grow the business.
- Motivated by challenging targets and are keen to tackle both the big projects and small tasks in order to grow the business
- Highly collaborative and an excellent communicator to both internal and external partners and stakeholders