Retention & CX Lead - CRM for Growth & LTV

Quest Search and Selection; Brighton; Hybrid; GBP 52,000 - 78,000; Full time

Benefits offered by this job

Hybrid Working

Beachside Office

High-Growth Brand

Collaborative Culture

Job summary

Quest Search & Selection are recruiting for a CRM - CX / Retention Manager to lead retention strategy for a premium consumer brand in health, wellness and lifestyle. Reporting to Head of CRM, you will translate strategy into CRM programmes to reduce churn and grow LTV.

The role requires experience in loyalty, CRM or CX, preferably in subscription or DTC ecommerce, with strong analytics and experience with Klaviyo, Recharge or Yotpo.

Qualifications

• Experience in loyalty, retention, CRM or CX roles.
• Experience in subscription/ecommerce environments a plus.
• Strong analytics and retention metric tracking.
• Proven ability to translate insights into CRM programmes.

Responsibilities

• Analyse customer churn and identify the key reasons customers leave.
• Build win-back, at-risk customer and lifecycle retention programmes.
• Develop and evolve customer journey maps across website, app, checkout and subscription platforms.
• Identify friction points within the customer journey and implement improvements.
• Own the Voice of the Customer programme, ensuring customer feedback is translated into meaningful action.
• Track and report on key retention, churn and customer experience metrics.
• Use customer data and insights to identify opportunities to improve retention and LTV.
• Manage and develop a CX Executive.

Skills

Loyalty & Retention

CRM & Customer Experience

Subscription/Lifecycle

Analytics & Retention Reporting

Customer Lifetime Value

Team Mentoring/Mgmt

Tools

Klaviyo

Recharge

Yotpo

Job description

Quest Search & Selection are recruiting for a CRM - CX / Retention Manager to lead retention strategy for a premium consumer brand in health, wellness and lifestyle. Reporting to Head of CRM, you will translate strategy into CRM programmes to reduce churn and grow LTV.

The role requires experience in loyalty, CRM or CX, preferably in subscription or DTC ecommerce, with strong analytics and experience with Klaviyo, Recharge or Yotpo.