Quest Search and Selection
CRM - CX / Retention Manager
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CRM - CX / Retention Manager
Quest Search & Selection are currently recruiting for a CRM - CX / Retention Manager opportunity with a high-growth premium consumer brand operating within the health, wellness and lifestyle space.
The business has a strong D2C presence, growing international customer base and highly engaged community, supported by a successful e-commerce and subscription model. Reporting to the Head of CRM, the role will support the delivery of the customer retention strategy, with a particular focus on reducing subscriber churn. The role will translate the wider CX and retention strategy into practical CRM programmes that improve customer engagement and experience.
Ultimately, the focus will be on increasing customer lifetime value and building long-term customer loyalty as the business continues to scale.
Key Responsibilities
- Analyse customer churn and identify the key reasons customers leave
- Build and deliver win-back, at-risk customer and lifecycle retention programmes
- Develop and evolve customer journey maps across website, app, checkout and subscription platforms
- Identify friction points within the customer journey and implement improvements
- Own the Voice of the Customer programme, ensuring customer feedback is translated into meaningful action
- Track and report on key retention, churn and customer experience metrics
- Use customer data and insights to identify opportunities to improve retention and LTV
- Manage and develop a CX Executive
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Requirements
- Experience across Loyalty, Retention, CRM or Customer Experience, ideally at Specialist or Manager level
- Ideally worked within a subscription, DTC, ecommerce or consumer-focused business
- Strong exposure to customer retention and lifecycle management
- Comfortable working with retention reporting, analytics and performance metrics
- Good understanding of Customer Lifetime Value (LTV) and how to improve it
- Strong cross-functional stakeholder management skills
- Experience with platforms such as Klaviyo, Recharge, Yotpo or similar CRM, subscription and CX technology would be highly beneficial
- Previous experience managing, mentoring or developing a junior/intermediate team member
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Benefits
- Hybrid working – 4 days in the office
- Flexible working policy
- Fantastic office location close to the beach!
- Excellent staff discount
- Opportunity to join a high-growth premium consumer brand
- Collaborative and entrepreneurial working environment
If you are passionate about customer experience and retention and are looking for a role where you can have genuine ownership and influence, we would be keen to hear from you!
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