Customer Retention Specialist

Description:

A fast-growing and highly popular fashion retail brand is looking for a Customer Retention Specialist to drive customer loyalty and engagement. With the recent launch of a state-of-the-art consumer app and loyalty points programme, this is an exciting opportunity to enhance the customer experience and retain long-term engagement.

Key Responsibilities:

✅ Develop and execute personalised retention campaigns across email, SMS, and WhatsApp.
✅ Manage and optimise the global retention calendar to ensure timely customer engagement.
✅ Lead lifecycle campaigns, including onboarding, retention, and win-back strategies.
✅ Collaborate with the brand team to create engaging, brand-aligned content.
✅ Build and maintain automation workflows, using segmentation and customer triggers.
✅ Utilise insights from the app and loyalty programme to enhance customer experience.
✅ Analyse campaign performance using key metrics such as deliverability, engagement, and conversion.
✅ Identify trends and opportunities to refine strategies and improve customer retention.

Requirements:

✔ 3+ years of experience in a customer retention role, preferably in fashion, beauty, health, or wellness e-commerce.
✔ Strong knowledge of multi-channel retention campaigns, including email, SMS, and WhatsApp.
✔ Expertise in customer retention platforms, automation workflows, and segmentation strategies.
✔ Data-driven mindset with strong analytical skills to optimise campaign performance.
✔ Understanding of app-based customer engagement and loyalty programmes (highly desirable).
✔ Experience working with subscription-based businesses is a plus.

Job Benefits & Perks:

🌟 £30,000 - £35,000 per annum + benefits.
🌟 Hybrid working (3 office days per week).
🌟 Opportunity to shape customer retention strategies for a fast-growing fashion brand.
🌟 Collaborative and creative team environment with real impact.
🌟 Free parking and casual office attire.