Consumer Retention and Loyalty Manager

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Consumer Retention and Loyalty Manager

Department: Marketing

Employment Type: Permanent - Full Time

Location: Andover

Description

Great People Work Here

In Twinings UK&I we are on a stimulating journey of transformation as we seek to reach our goal of becoming a prominent brand in wellbeing drinks. We have created an organisation designed to be in flow, where everyone has a pivotal role to play, and an experience that enables you to get the most out of life at Twinings and thrive.

Do you want to shape the consumer experience of one of the most recognisable and highly regarded UK brands?

We're Looking for an experienced Consumer Retention and Loyalty Manager to not only design our strategy around how we utilise our extensive Consumer Data Platform /CDP, but also lead the delivery of industry-leading consumer segmentation, marketing automation, email campaigns and consumer experience.

We've built a great Customer Relationship Management programme over the years, and have recently added a Consumer Data Platform (Bloomreach). It's through this growth and additional understanding gained that this exciting new role has been developed - designed around leading the next stages of our growth and connection with our consumers, whether that be how we obtain and utilise data efficiently, the segmentation opportunities at our disposal, how or when we engage with consumers and the content we deliver to them.

This role would be ideal for an experienced Consumer Retention & Loyalty / CRM Manager who is experienced in working with (both in terms of strategy and delivery) rich and detailed consumer data, and has had CDP ingrained within their experience. You'll be comfortable in the detail of data and bring with you know-how of how to spot opportunities within this and translate them into CRM, Loyalty and CDP strategy - placing consumer experience (CX) at the heart of everything you do.

Permanent, Full Time. Hybrid (Connecting with colleagues in person 2-3 days per week)

Key Responsibilities

This isn't a traditional CRM role. There is alignment in that you will deliver email programmes, collaborating cross functionally to ensure that communications reflect our brand purpose and identity - but there is much more to the opportunity thanks to the Data at our disposal and the stage we are at in our transformation process;

• Balance the strategic thinking with hands-on delivery, to grow a consumer loyalty and retention experience that embodies & inspires both target and existing consumers to develop a deeper relationship with Twinings.
• Manage Bloomreach CDP and subsequently huge amounts of consumer data, utilising data-driven insights to inform content creation, timing, frequency & overall Marketing campaign plans.
• Contribute to consumer experience design - identifying and implementing personalisation, segmentation & customisation interventions (through a range of use cases)
• Ensure correct data privacy processes are in place we are operating in line with legal guidelines.
• Implement omni-channel consumer experiences in the CDP / CRM platform, defining the 'journey' steps, business logic, rules to apply, channel templates and code required to serve content and execute the personalised experience in each channel.
• Create personalisation rules and logic in the CDP / CRM platform that tailor content, offers and recommendations to individual consumers based on their segments, preferences and behaviours - optimising this for relevancy and engagement.
• Define the data tracking required for performance reporting, building reports and analysis to inform decision-making on future data capture strategies, experience design and overall strategic plans.

Skills, Knowledge and Expertise

• Experience in a similar role where you manager and build strategies from a CDP - for a consumer-centred, CX obsessed brand.
• Demonstrable experience of understanding and building Consumer Loyalty / Retention Strategies through data, and equally with executing these.
• Experience using key CDP and CRM systems,
• Curious, motivated and capable - with the ability to deliver value adding projects (whether technical, coding or content) in a timely and professional manner.
• Experience with data science and of delivering quantifiable business benefits - able to work with data to derive actionable insights related to personalising the consumer experience
• A great communicator and even presenter, enabling effective internal relationships to be built and enable you to bring others with you are passionate about the role that the CDP/CRM/ programme plays in building a positive consumer experience

Benefits

• Yearly bonus based on personal contribution and financial performance
• Private Medical
• Flexible working options
• 25 days holiday plus 8 bank holidays and the option to buy and sell holidays
• Onsite Gym and Wellbeing Centre
• Perkbox - employee discount scheme with discounts online, in high street stores, cinema, holidays, restaurants and many more
• Pension scheme with your contributions matched for up to 10% of your salary
• Cycle to work scheme
• SimplyHealth Cash plan
• Onsite Staff shop and online staff discounts
• Electric Car Scheme
• Up to four weeks Digital Nomad
• Opportunity for a variety of extensive development opportunities
• 2 recharge days a year to pause and get back on top and thriving
• Birthday day off

Permanent, Full Time. Hybrid (Connecting with colleagues in person 2-3 days per week)