Head Of Customer Retention And Loyalty
Dubai, United Arab Emirates
Job Description
- Define the objectives of loyalty function by liaising with key stakeholders in order to ensure development of compelling programs for acquisition of new customers and retention of existing customers
- Conduct robust financial modeling, forecasting and analytics to support partnership success and new business development in coordination of the broader strategic loyalty program vision
- Demonstrate loyalty as a business driver, plotting revenue potential, new customer acquisition and ROI
- Lead all loyalty projects, maximizing the ROI and achieving outstanding results in customer retention and acquisition.
- Set the overall Online Retention strategy, including upsell, cross-sell, win-back, loyalty programs.
- Develop the customer experience and communication strategy for all loyalty partnerships in coordination with the relevant stakeholders to deliver best-in-class marketing campaigns and communications across multiple channels to drive loyalty program and partnerships engagement
- Rollout, analyze, and track the retention KPIs , leverage data to identify optimisation within the current business, and unlock new growth opportunities; provide insight and actionable recommendations rooted in business goals to meet objectives
- Coordinate with customer research team to understand key customer insight
- Remain aware of partnership and loyalty best practices and competitor programs to identify trends and translate the observations into key actions
- Create more value-added touch points along the customer journey through customer journey mapping, personalization and segmentation, and LTV analysis
- Develop personalization across retention channels to increase engagement, conversion, and overall monetization opportunities
- Evaluate vendor partners to support technology and analytics needs and help onboard platforms as part of a forward-looking strategy and plan.
- Manage and grow a team of highly motivated and talented retention and promotional partnership experts
- The ideal candidate is a leader who is strategic, resourceful, and knows how to deliver results
- Highly analytical, structured thinker who is able to glean clear, salient ideas from complex information and very clearly communicate them to a diverse set of stakeholders in a way they will understand Detail-oriented and organized thinker.
- Results-oriented with an exceptional track record of developing profitable retention marketing programs and meeting and exceeding performance & revenue
- Good project management skills with the ability to work independently and collaborate with multiple stakeholders in a fast paced, deadline driven environment
- Experience in negotiating and leveraging strategic partnerships
- Ability to work on multiple levels: strategic, tactical and relationship
- 8+ years in a similar customer retention, partnership and loyalty marketing role
- Track record of successfully managing large, complex, and concurrent projects and delivering on commercial outcomes
- Experience leading and growing a team of retention marketers
- Strong communication skills, both written and verbal, that enable strong cross-functional alignment across the organization
- Can operate successfully in ambiguous environments and is able to re-prioritize to new demands
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Job Detail
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Job IdJD1450111
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned