Director of Customer Retention & Loyalty
This rapidly growing B2C /B2B Wellness company is hiring for a Director of Growth / Retention Marketing. A Director of Customer Journey Retention is responsible for understanding and optimizing the customer's journey to increase customer retention, customer satisfaction, and reduce churn.
Responsibilities:
- Strategy Development: Develop and implement strategies that improve each step of the customer journey to create a better customer experience and reduce churn.
- Customer Retention: Use data and analytics to understand customer behavior, identify opportunities for improvement, and implement solutions that increase customer retention.
- Team Leadership: Lead a team of customer journey specialists, ensuring they have the skills, resources, and motivation to fulfill their roles successfully.
- Collaboration: Collaborate with other departments (such as Marketing, Sales, and Customer Service) to create a seamless customer experience.
- Data Analysis: Use customer data and feedback to identify pain points in the customer journey and implement solutions that address these issues.
- Customer Advocacy: Advocate for the customer internally, ensuring that their needs and concerns are heard and addressed.
- Performance Metrics: Develop and maintain key performance indicators to measure the effectiveness of customer journey strategies and initiatives.
Requirements:
- Bachelor’s degree in marketing, Business, or related field
- Experience in wellness, health/beauty experience a plus
- Experience with leading and managing retention /crm /loyalty/ retention
- A data-driven mentality and the desire to analyze and improve performance.
- Proficient in initiatives, managing projects with little direction, and driving results.
