Customer Retention Manager - MR PORTER

YOOX NET-A-PORTER GROUP; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading luxury retail company in London is looking for a Customer Retention Manager to develop retention strategies and enhance customer engagement. The ideal candidate will have a minimum of 4 years of experience in luxury fashion, advanced knowledge of customer marketing channels, and excellent communication skills. This role offers a hybrid work environment and opportunities for performance bonuses and private healthcare.

Benefits

Performance bonus schemes

Company pension contributions

Discount portal

Staff discounts

Private healthcare

Supportive team environment

Qualifications

• Min 4 years of experience in a similar role in luxury / fashion.
• Advanced knowledge of customer marketing channels.
• Experience using Google Analytics or Tableau.
• Excellent communication skills.

Responsibilities

• Own and develop the Customer Retention Strategy.
• Define and execute customer communication channels.
• Build segmentation across digital and offline touchpoints.
• Lead customer insights team to measure customer satisfaction.
• Design intelligent lifecycle journeys.
• Optimize the MR Porter Loyalty Rewards programme.

Skills

Audience segmentation

Customer marketing channels

Google Analytics

Detail-oriented

Excellent communication

Collaborative attitude

Creative flair

Tools

Tableau

Job description

Customer Retention Manager – Mr Porter

Location: London Westfield

Department: Mr Porter Customer team

Reporting into: Customer Director

Direct Reports: 3 (5)

Besides a competitive salary, we can offer you:

• Performance bonus schemes dependant on the type of role you are in

• A pension that both you and the company contribute too

• A portal with an array of discounts on things like theme park and cinema tickets

• Our famous staff discount along with exclusive staff sales

• Private healthcare for you and your family

• A chance to be part of a fun and caring team that support each other

Here is a breakdown of what you’ll be doing:

• Own and develop our Customer Retention Strategy, from on-boarding, to loyalty to win-back, focusing on our high value and high - potential customer cohorts.

• Define and execute how our current channels orchestrate customer communications to deliver against business and channel targets

• Build segmentation across digital and offline touch points to drive customer engagement and sales

• Leading the customer insights team to measure impact and end to end customer satisfaction and identify areas of opportunity

• Design intelligent lifecycle journeys across key moments: first purchase, gifting, win-back, life celebrations, etc.

• Lead and optimise the MR Porter Loyalty Rewards programme :

• Own the development and enhancement of the program to drive continued engagement and repeat purchase

• Build the rewards program to grow our most valuable segments, plus incentivise customer mobility to increase annual spend into lifelong loyalists

• Work closely with MR PORTER’s Personal Shopping and Client Relations teams to co-develop high-touch, data-informed experiences for top-tier clients

• Translate insights from client-facing teams into scalable digital initiatives that preserve intimacy while increasing reach.

• Collaborate on private events, bespoke communications, and curated digital and physical campaigns for high-value and stylistically discerning clientele

• Collaborate closely with the Brand and creative team to re- develop our email content strateg y focused on retaining and reactivating the customer base through a customer centric approach which are highly personalised and customer relevant

• Partner with the Martech , Growth and Analytics to ensure the Martech stack fits the CRM & Loyalty needs, supporting the delivery of the technology roadmap

• Lead relationships with creative colleagues to ensure channel-relevant, best-practice CRM creative utilisation , that is most effective in engaging targeted audiences

• Monitor and analyse customer performance (RFM, LTV, Churn , CSAT, NPS and engagement) with clear learnings, actions and insights for continual optimisation

• Align priorities and support regional team initiatives

• Cultivate and maintain strong relationships with teams across MR PORTER, including wider Customer Team, Buying, Brand and Creative, UX/ Tech and operations.

The type of person we are looking for:

• Min 4 years of experience in a similar role in luxury / fashion

• Advanced knowledge of Customer Marketing Channels, with a deep understanding of audience segmentation and personalisation strategies to enhance performance

• Experience using Google Analytics or Tableau

• Extremely detail-oriented, deadline driven, and able to multi-task.

• Excellent communication skills and ability to present complex initiatives clearly and confidently to senior stakeholder s across the business.

• Collaborative attitude to build a strong relationship across the business.

• A creative flair and ability to think of new ideas and creative projects.

• Proven ability to work quickly and effectively with an eye for detail.

• Excellent organisational skills.

• Flexible attitude and ability to work in a fast paced and reactive environment.

LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly. Experience Level: Mid-Senior level Workplace Type: Hybrid