Customer Retention Specialist

• Maintain the CRM lifecycle: identifying new opportunities that will support key segments, monitoring existing campaign automations and looking for opportunities to optimise, including identifying opportunities to incorporate additional paid media channels
• Manage the D2C International Loyalty program, actively monitoring the platform and reporting suites to ensure promotions are issuing correct and performance is as expected
• Work with our data engineering and analytics teams to manage and maintain the requirements for the international customer data set
• Support in the development of the contact strategy for the business-as-usual email program; utilising the email engagement segmentation as well transactional and behaviour audience attributes
• Work with the CRM Campaign Manager to deliver a customer audience test and learn strategy, supporting the campaign team to deliver against key KPI targets

Digital CRM Manager – Loyalty & Retention

• Contacting customers who've submitted leaving notifications or shown churn signals
• Conducting retention conversations to understand root causes of dissatisfaction
• Delivering relationship reviews and creating service improvement plans
• Coordinating with internal teams to resolve complaints and escalations
• Introducing value-add services that address customer pain points
• Cross-selling and upselling solutions that genuinely improve their experience
• Maintaining detailed records of high-value accounts and contract renewal triggers
• Identifying patterns in customer journeys where intervention prevents churn

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Digital CRM Manager – Loyalty & Retention

Customer Loyalty Executive