Group Retention Director*in (m/f/d) Marketing - E-Commerce

Group Retention Director (m/f/d) Marketing - E-Commerce

Festanstellung, Vollzeit · Leipzig

Introduction

The Group Retention Director Marketing is responsible for enhancing customer loyalty and reducing the churn by developing and executing retention strategies on a Invia group-wide scale (DACH & CEE). This involves analysing customer behaviour and feedback to design personalised retention programmes, including loyalty schemes, communication plans, and value-added services. The role requires a close collaboration with various departments to ensure a seamless, data-driven customer experience. Key responsibilities include to have a CRM blueprint for multiple brands across the different markets, standardising the tech stack and tools, and develop robust audience management strategies. The Group Retention Director Marketing will also focus on optimising the customer login area and driving engagement through the mobile apps. The execution of these strategies will be managed in collaboration with local retention managers.

Your tasks

• Retention Strategy Development & Execution: Develop comprehensive retention strategies that focus on customer loyalty and minimising churn. Design and implement personalised retention programmes, including loyalty initiatives and value-added services.
• CRM & Technology Integration: Build and maintain CRM blueprints for rollout across different markets and brands. Harmonise the technology stack across the Invia Group to ensure consistency in retention strategies. Ensure an excel customer log in area by through constantly monitoring the app and ensure necessary optimisations are done.
• Audience Management & Data-Driven Insights: Develop and execute audience management strategies to better target and engage customers. Leverage customer feedback and behaviour data to continuously optimise engagement strategies.
• Cross-Functional Collaboration: Work closely with marketing, data analytics, and product teams to ensure alignment and a seamless customer experience. Lead app optimisation efforts and improvements to the customer login area to enhance engagement.
• Performance Monitoring & Reporting: Monitor retention metrics such as churn rates, customer lifetime value (LTV), and engagement rates to assess the effectiveness of retention strategies. Report insights to senior management and recommend adjustments for continuous improvement.
• Team Leadership & Coordination: Collaborate with local retention managers to ensure the successful execution of retention strategies across markets.

Your profile

We are looking for an experienced leader with deep expertise in customer retention and CRM systems. The ideal candidate will have a proven track record of developing and implementing successful retention strategies across various markets.

• Customer Relationship Management (CRM) Expertise in managing CRM tools and optimising/ increasing customer engagement.
• Data Analysis & Interpretation: Ability to analyse customer data and derive insights to shape successful retention strategies.
• Retention Strategy Development: Proven experience in designing loyalty schemes, communication plans, and customer lifecycle strategies.
• Cross-Functional Collaboration: Strong communication skills to collaborate effectively with internal teams and external stakeholders. Ability to communicate fluent in English.
• Audience Segmentation & Targeting: High experience in creating detailed customer segments for personalised retention efforts.
• Performance Measurement & KPIs: Ability to track and report on key performance indicators related to customer retention.
• Problem-Solving & Innovation: Strong Ability to innovate and adapt strategies based on market trends and customer behaviour.
• Leadership & Team Management: Proven experience in leading teams and working across diverse functions and markets.

What we offer

• Security: Permanent employment contract, available for both full-time and part-time positions.
• More Time for Yourself: Generous vacation allowances, with additional leave available for long-term employees.
• Recognition: Participate in our loyalty program, recognizing and celebrating your years of service.
• Work-Life Balance: Benefit from flexible working hours and the option for remote work, with opportunities for temporary international remote work.
• Prime Location: Centrally located offices with excellent public transportation connections.
• Team Spirit: Enjoy regular company and team-building events to foster a sense of community.
• Comprehensive Support: Receive a guaranteed monthly subsidy towards lunch expenses.
• Convenient Commute: Benefit from a subsidy for public transportation to make your commute easier.
• Health & Wellbeing: Access a fitness subsidy to support your physical health and wellness.
• Sustainability: Choose a sustainable commute option with our company-sponsored bicycle program.

Your trip to us

Apply directly via our career page with your CV, availability and salary expectations. People with disabilities and people with equivalent status are welcome to apply. If you have any questions about this position and your application, you can reach us on +49 172 628 6229