Head of Member Engagement & Retention

SUMMARY:
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POSITION INFO:

Who are we: An established global group of companies dedicated to the health and wellness industry. 

Who are we looking for: A senior dynamic candidate to lead the member engagement and retention business. 

What will you do:

• Develop a clear strategy and approach to Member Engagement.
• Improve the accuracy of 1st party marketing data by building a robust CRM and marketing automation model.
• Grow member usage.
• Optimise revenue streams and business growth through targeted marketing initiatives and effective use of customer data.
• Develop and execute a comprehensive member engagement strategy aligned with overall business goals.
• Lead the implementation of CRM systems, tools, and processes to meet business needs.
• Establish the necessary data infrastructure and technology platforms for personalized communications at scale.
• Analyze customer data to gain insights into customer behavior and preferences, informing targeted marketing campaigns.
• Drive member retention through targeted communication and engagement initiatives.
• Explore and implement innovative ways to engage and monetize the customer base.
• Collaborate with the Head of Brand and Communications to ensure consistency and alignment of messaging across all customer touchpoints.
• Evaluate and report on the success of CRM initiatives, making recommendations for improvements.
• Establish automated member communication journeys based on key triggers and milestones to enhance customer experience.
• Facilitate relationships between Loyalty and other departments across the business.

What do you need: 

• 8+ years of experience in CRM and marketing automation, with a proven track record of driving customer engagement, retention and revenue growth through CRM initiatives.
• A minimum of 3+ within a senior leadership role
• Solid and proven people leadership skills, with the ability to manage cross-functional teams and drive projects to successful completion.
• In-depth understanding and hands-on experience with CRM platforms such as Salesforce, Microsoft Dynamics, Hubspot, or similar.
• Strong technical knowledge of data analysis, segmentation, and reporting tools.
• Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders at all levels up to Group EXCO.
• A strategic mindset with the ability to think long-term and contribute to the overall business strategy.
• A creative thinker with a passion for delivering exceptional customer experiences with relevant communication strategies and content.
• Ability to work in a fast-paced and dynamic environment, with a strong sense of accountability and ownership.
• Flexibility and enthusiasm in adapting to changing priorities and business needs.
• Knowledge and certifications in areas such as content marketing, analytics, email marketing, marketing automation tools, lead generation, customer journey mapping and customer engagement.
• Project management skills. Working with competing deadlines and using recognised project management software (Asana, Podio, Monday.com etc)