Retention Manager

The Retention Manager is responsible for developing, implementing & optimizing customer retention strategies across various channels. Will be driving customer loyalty & maximizing lifetime value. Works with product, marketing, data analytics & CRM teams.

Key Responsibilities

1. Retention Strategy Development
● Develop and execute a comprehensive retention strategy in the company.
● Leverage customer insights, behavioral data, and market trends to continuously refine retention initiatives.
● Establish KPIs and performance metrics for retention programs to monitor success.

2. Customer Segmentation and Personalization
● Use advanced segmentation techniques to identify customer cohorts, such as VIPs, high-risk churn clients, and new sign-ups.
● Implement tailored retention campaigns, including loyalty programs, win-back strategies, and personalized offers.
● Collaborate with data teams to leverage AI and machine learning for dynamic personalization.

3. Multi-Channel CRM Management
● Oversee CRM strategy and its execution across email, SMS, in-app notifications, social media, and website content for seamless communication.
● Optimize customer journey workflows and automated messaging for improved engagement.
● Manage tools and platforms used for CRM campaigns, ensuring effective audience targeting and campaign measurement.

4. Promotions and Loyalty Programs
● Design and manage promotions and loyalty programs tailored to our customers, focusing on retention and satisfaction.
● Measure the ROI and engagement metrics of campaigns, using insights to guide future promotions.
● Ensure compliance with leisure regulations specific to promotional activities in the region.

5. Data Analysis and Insights
● Conduct regular analysis of customer behavior, campaign effectiveness, and lifetime value to optimize retention efforts.
● Develop regular reporting and dashboards to track key metrics, providing insights to senior management.
● Collaborate with data teams to develop predictive models aimed at identifying at-risk customers for proactive retention.

6. Stakeholder Collaboration and Leadership
● Work closely with acquisition, product, and customer support teams to ensure a holistic approach to the customer lifecycle.
● Lead and mentor a team of retention and CRM professionals, fostering a culture of data-driven decision-making.
● Engage with compliance and legal teams to ensure retention strategies align with regulatory requirements.

Requirements:
● Bachelor’s degree in Marketing, Business Administration, or a related field; Master’s degree is a plus.
● Proven experience in a similar position within the leisure industry.
● Fluent in French and strong English spoken and written skills.
● Strong analytical skills, with experience in customer data analysis, segmentation, and the use of CRM tools (e.g., Salesforce, Optimove, or similar platforms).
● Strong problem-solving skills, with a proactive and data-driven approach to customer engagement.
● Proficient with data visualization and analytics tools (e.g., Tableau, Power BI).
● Knowledge of responsible practices and leisure regulations.
● Exceptional communication and interpersonal skills for cross-functional collaboration.