Head of Global Customer Retention & Direct Marketing
Berlin
Commercial – 33.4 Integrated Marketing & Analytics - Retention /
Full time /
Hybrid
Transform Customer Experience at Lovehoney
Lovehoney is at the forefront of revolutionising pleasure with innovation, data-driven strategies, and creative flair. We're seeking a visionary Head of Global Customer Retention & Direct Marketing to lead our retention business, maximize customer lifetime value, and drive repeat purchases. If you're passionate about enhancing customer experience and have strong analytical and leadership skills, this is your opportunity to shine.
Role Purpose
As the Head of Global Customer Retention & Direct Marketing, you'll spearhead our retention efforts, identifying opportunities to enhance customer loyalty and drive key metrics such as NPS and Trustpilot scores. You'll own the end-to-end Email Marketing Strategy, crafting compelling, tailored content that resonates with our audience. Your analytical prowess will not only guide the team but also enable you to autonomously execute strategies, identify automation opportunities, and reduce manual workload. Leading a team of 7 talented CRM and Email Marketing experts, you'll drive our global retention initiatives with creativity and data-driven insights.
Key Responsibilities
- Drive the retention business by creating and implementing a CRM strategy that boosts customer loyalty and maximises lifetime value.
- Manage the entire email marketing strategy from concept to execution, ensuring engaging and personalised content.
- Collaborate with data scientists and analysts to dive deep into customer data, leveraging AB and MV testing to optimise CRM initiatives.
- Identify and implement opportunities to automate the email program, reducing manual tasks and enhancing efficiency.
- Manage and inspire a team of 7 skilled CRM and Email Marketing professionals, fostering a collaborative and innovative environment.
- Regularly report on key metrics such as email performance, retention rates, and customer engagement, using data to drive continuous improvement.
- Report directly to the Director of Integrated Marketing & Analytics, and communicate performance insights to C-level executives, guiding them through your vision for customer retention and engagement.
Qualifications
- 8+ years of experience and proven track record of leading impactful email marketing and CRM strategies in a fast paced and digital-first retail environment.
- Strong analytical skills with the ability to interpret complex data and derive actionable insights.
- Ability to execute strategies autonomously and lead by example, diving into data and tasks as needed.
- Leadership Skills: Experience in managing and developing high-performing teams.
- Proficiency in identifying and implementing automation solutions to streamline processes.
- Strong communication skills with the ability to build cross-functional relationships and present insights effectively.
Why Join Lovehoney?
At Lovehoney, we value innovative thinking and strategic analysis. You'll be part of a dynamic team where creativity meets data, driving customer engagement and loyalty. Our fast-paced, high-growth environment offers endless opportunities for career development and personal growth. Join us in transforming customer retention into an art, and make a lasting impact on our global brand.
Ready to Elevate Customer Experience?
If you're passionate about customer retention, possess a blend of analytical expertise and creative vision, and are ready to lead a talented team, we want to hear from you. Apply now to become the Head of Global Customer Retention & Direct Marketing at Lovehoney, and be at the forefront of revolutionising pleasure through innovative strategies and exceptional customer experiences.
Lovehoney Group is an equal opportunities employer. We promise that every qualified person will be evaluated according to skills regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
If you require accommodations during the interview process due to a disability, please inform your Talent Acquisition Specialist so that we can ensure a smooth and inclusive experience for all candidates.
At Lovehoney Group, we leverage artificial intelligence as part of our screening interview process, for note-taking purposes and CV review. Rest assured, we prioritise transparency and respect candidates' preferences. You'll have the option to opt out while still receiving fair consideration for the role.
We currently have a hybrid work model supporting a blend of in-office and remote work (3 days per week in-office).
If we sparked your interest and you are open to embarking on your professional path with us, please visit our Lovehoney careers page to apply: https://jobs.eu.lever.co/lovehoneygroup
Our privacy policy is available here: https://www.lovehoneygroup.com/privacy-policy/
