Retention Manager (CRM) B2C

Retention Manager (CRM) B2C

Requirements:

1.Education

• Recognized CRM or Digital Marketing certification or any other relevant

professional qualification

2.Working experience

• 2+ years working experience covering a combination of ecommerce, CRM, Retention
• Experience in multi-channel strategy development (data, customer, content, pricing)
• Experience with subscription business models
• Experience of marketing automation principles and platforms
• Experience of data management including Data Protection and data strategy development
• Experience of email deliverability monitoring and management
• Experience of working with internal/external parties across whole content
• design & production process
• Experience of reporting on campaign performance across a range of channels and different analytics tools

3.Hard-skills:

• HTML, CSS beginner level is minimum requirement
• Customer segmentation (modelling & how to use it)
• Pricing principles
• Content strategy development
• Content briefing, design/production/localization QA
• Customer Journey Management including journey analytics and customer

4.Soft-skills:

• Critical thinker
• Ability to take a broad view or focus on detail as required
• Able to solve problems and find compromises
• Adaptable

5. Foreign languages

• Russian language (advanced), English language (Advanced), any other relevant language a bonus

Responsibilities:

• Development of commercial communication lifecycles for all Digital segments including requirements gathering, prioritization, calendar development, assets delivery, testing & deployment
• Development of messaging frameworks & inventories
• Management of CRM optimization and testing programs
• Deliverability, IP, and Domain reputation management
• Analyze and report on all CRM campaign KPIs (deliverability, engagement, revenue, etc)
• Optimize the segmentation selection processes to increase contact to database ratios and ensure correct communications are delivered to correct customer segments for their region
• Lead on CRM content briefing, review and approval process in close collaboration with Product Marketing
• Maintain and develop CRM research requirements to ensure we enhance our messaging reporting and targeting with qualitative feedback loops
• Maintain and develop the CRM journey map, providing regular reporting on its performance to wider Retention team and other interested stakeholders