Head of Customer Loyalty & Experience


Our Media
Company 
Location 

Bristol

Employment Hours 

Full Time

Employment Type 

Permanent

Salary 

£65,000 per annum

Job Highlights
  • Our Media is a leading special-interest content business and is looking for Head of Customer Loyalty & Experience.
  • As Head of Customer Loyalty & Experience you'll be responsible for setting our customer engagement, retention and growth strategies for existing customers.
  • Our people also benefit from a flexi time policy, and a flexi location policy which gives everyone the opportunity to work from another location for two weeks during the year.
Job Requirements/Description

As Head of Customer Loyalty & Experience you'll be responsible for setting our customer engagement, retention and growth strategies for existing customers, and then enable the effective delivery of that strategy through leadership of the Customer Loyalty & Experience team. You will develop strategies to retain and grow existing customers, aiming to increase customer lifetime value. This involves creating plans to keep customers engaged and motivated to continue their relationship with us. You will lead on best practice for customer loyalty and ensure Our Media is up-to-date on emerging trends and initiatives.

Your role is to ensure customers have a positive experience with our company, leading to increased customer loyalty and revenue. This will require helping to drive a customer-centric culture across the organisation by building strong relationships with the wider business, both to set expectations of what best-in-class customer engagement looks like, what it can deliver for the business and to obtain the necessary support from wider teams. You’ll develop and execute loyalty programme initiatives ensuring seamless execution and synergy with the company’s customer-centric business goals. This role will require you to have an excellent understanding of online customer journeys, omnichannel experience and the ability to identify key areas to optimize for customer growth.

You will lead on how we listen to our customers and make sure we turn what we hear into an even better customer experience, greater customer loyalty and an even stronger business. Working with the Business Intelligence team you will ensure insight and analysis is in the hands of the right people, driving action and delivering results. You’ll also ensure Our Media is on top of best practice in customer engagement and loyalty.

You will be instrumental in role-modelling our culture and company values, being 'insatiably curious' about our customers, our products and the markets we operate in. This curiosity will enable you to lead and develop the expertise of the customer experience and loyalty team to deliver inspirational customer engagement strategies and campaigns – continuously challenging and improving the status quo.

Requirements

  • Clear communicator: be able to communicate information and ideas clearly and articulately- written, spoken- to any audience.
  • Commercially-minded: be driven by the desire to deliver growth through increased loyalty and increased protability through sales and eciencies- while also keeping customers’ needs and our values in mind.
  • Critical thinker: be able to think critically and exercise independent judgement and discretion. Be able to make strong decisions and recommendations – with an eye for detail
  • Insightful: be able turn data into actionable insight.
  • Multitasker: have strong organisational and planning skills. Be comfortable juggling multiple projects and priorities, leading the team to deliver.
  • Creative thinker and problem solver: don’t take the status quo as the only way to do things. Be able to take inspiration from lots of sources and challenge thinking.
  • Team player: be able to build and be part of a highly functioning team

Essential Experience:

  • Leadership role in loyalty marketing
  • Insight and loyalty experience in a B2C environment
  • Budget/resource management
  • Team building and people management
  • Data Strategy. Loyalty and segmentation strategy
  • CRM management
  • Multichannel campaign reporting
Our Media
Company 
Location 

Bristol

Employment Hours 

Full Time

Employment Type 

Permanent

Salary 

£65,000 per annum

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