Customer Loyalty & Engagement Lead
Employment Information
Job Description
Customer Loyalty & Engagement Lead focusing on customer retention and lifecycle marketing strategies for a staffing and recruiting client. Driving engagement and repeat revenue through personalized campaigns and analytics.
Responsibilities:
- Customer Retention & Loyalty Programs
- Develop and execute strategies to increase repeat purchases, customer lifetime value, and overall engagement.
- Design loyalty, membership, win-back, milestone, and VIP campaigns to strengthen customer retention.
- Own cross-channel retention programs across email, SMS, WhatsApp, and push notifications, ensuring seamless customer experiences.
- CRM Campaign Planning & Execution
- Lead end-to-end CRM campaign execution including audience segmentation, content creation, testing, and performance optimization.
- Maintain brand consistency in messaging, tone, and creative assets across all communication channels.
- Implement automation workflows to enhance personalization, targeting, and campaign efficiency.
- Data Analysis & Insights
- Track key retention metrics such as cohort performance, repeat purchase rates, SKU retention, and funnel conversion rates.
- Use data-driven insights to refine retention strategies, optimize campaigns, and reduce customer churn.
- Perform A/B testing on subject lines, content formats, and flows to improve engagement and conversion outcomes.
- Revenue & Growth Ownership
- Expand CRM audiences while driving measurable retention revenue outcomes.
- Collaborate with marketing, product, and sales teams to identify opportunities for upsell, cross-sell, and reactivation campaigns.
- Monitor and report on performance against retention goals and provide actionable recommendations for continuous improvement.
Requirements:
- 3–5 years of experience in CRM, lifecycle marketing, retention strategy, or similar roles, ideally in D2C, eCommerce, or subscription businesses.
- Hands-on expertise with CRM tools like Klaviyo, HubSpot, or equivalent, including automation and campaign orchestration.
- Strong analytical and data interpretation skills with experience in segmentation, cohort analysis, and funnel optimization.
- Ability to design compelling campaigns combining strategic insight with creative storytelling.
- Excellent project management skills and experience in coordinating multi-channel campaigns.
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