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Manager of Loyalty & Retention

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Manager of Loyalty & Retention
The Company
Our client, a European leader in their industry with an international expansion strategy, is looking for talented candidates. This ambitious high performing company is providing unique opportunities to join a fast moving and innovative business with a proven track record of considerable growth in recent years.

Candidates will have an opportunity to join a dynamic team and play a critical role which can directly impact the company's success.
The responsibilities
1. Implement and drive Global NPS programme
• Working in close partnership with the Country Customer Loyalty Marketing Directors and country operations more broadly, deliver increased satisfaction and usage of the systems, demonstrated through increased ARPU, both RMR and upsell and reduction of cancellation requests
• Own, develop and manage the NPS and loyalty dashboard, single source of key data across the markets, sharing KPIs, rollout of NPS programme and key insights on 'wow' moments for customers. Delivered monthly to leadership team
• Own, develop and manage the appropriate governance forums to ensure the right balance of senior market engagement and in market action is created

2. Own best practice sharing creating a horizontal network across organization
• Comfortable with multi-channel communications and a diverse audience with respect to customer and geography
• Strike a balance between having an entrepreneurial spirit but still able to bring organisation and process to a business that retains a flat, lean structure

3. Lead and drive group wide programmes to support the customer portfolio
• Design, develop and deliver programmes that require group centred support – for example the delivery of technology platforms across all markets, supporting the innovation and proposition pipeline for new technologies, defining the Group approach to customer data collection, storage and usage for marketing
The ideal candidate
• Master degree in Economics or Marketing
• Minimum of 7 years of direct marketing or CRM experience, gained in world-class service related consumer industries or consulting
• Strong experience of customer experience, loyalty, retention and NPS.
• Experience in leading the design and execution of programs across multiple communication channels including direct mail, e-mail, social media, search engine marketing and web
• Experience in creating, testing, and measuring retention strategies to drive incremental sales and optimized ROI
• Always a data driven marketer, curious to learn more about customer behavior and key purchase drivers.
• Technically proficient and knowledgeable in architecture that gathers customer information and feeds database solutions that drives and supports CRM strategies
• Excellent written and verbal communications skills.
• Natural curiosity and passion for brand and consumer-facing issues
• Be a team player who enjoys working in a high achieving environment
• Positive, can-do, nothing is impossible attitude
• English mother tongue, French or Spanish will be a plus
If you want to join a dynamic company and think you are the talent we are looking for, please send your application to Rémi Diennet via our website.
Badenoch & Clark in Switzerland: the strength of an international organization combined with attention to detail, adapted to the Swiss employment market. Its consultants specialize in five areas of expertise: Finance & Accounting, Banking & Insurance, Auditing, Advisory, Tax & Legal, Information Technology, HR, Procurement & Supply Chain. Badenoch & Clark is present throughout Europe, including in UK, Germany, Luxembourg, the Netherlands and France. Badenoch & Clark has a history of 30 years as a leader in the recruitment for position in the financial sector. Badenoch & Clark employs over 500 consultants and is part of the Adecco Group, which offers our clients and candidates a high degree of quality standard and wide range of services.