Customer Retention & Loyalty Manager
Customer Retention & Loyalty Manager
THE DEPARTMENT:
The Performance Marketing Department manages all marketing communications for Helzberg Diamonds including TV, direct mail, email and online marketing channels. This team is responsible for increasing brand awareness, driving traffic to our stores and website, increasing lifetime value of our existing customers and gaining market share through acquisition of new customers. The department is a collaborative team of professionals dedicated to creating a consistent message across all tactics and a seamless multi-channel shopping experience for the Helzberg customer.
POSITION SUMMARY:
The Customer Retention and Loyalty Manager will oversee the strategy and execution of Helzberg’s customer retention efforts. This includes driving customer segmentation, utilizing clienteling tools, generating store associate reports, enhancing communication, and activating audiences based on their product preferences and likelihood of returning to Helzberg. This position will collaborate with cross-functional divisions in Brand Marketing, Performance Marketing, E-Commerce, Merchandise, IT operations, and Store Operations to guide the development and execution of all program elements. This position works with teams throughout the organization to ensure the customer experience and promotional execution is accurate and consistent across all touchpoints of the customer experience.
PRINCIPAL ACCOUNTABILITIES:
SUPERVISORY RESPONSIBILITIES:
This position has no direct reports.
QUALIFICATIONS:
COMPETENCIES:
Creative Thinking, Analytical Thinking, Customer Service Orientation, Information Seeking, Integrity, Personal Accountability, Relationship Building, Teamwork and Cooperation
The Performance Marketing Department manages all marketing communications for Helzberg Diamonds including TV, direct mail, email and online marketing channels. This team is responsible for increasing brand awareness, driving traffic to our stores and website, increasing lifetime value of our existing customers and gaining market share through acquisition of new customers. The department is a collaborative team of professionals dedicated to creating a consistent message across all tactics and a seamless multi-channel shopping experience for the Helzberg customer.
POSITION SUMMARY:
The Customer Retention and Loyalty Manager will oversee the strategy and execution of Helzberg’s customer retention efforts. This includes driving customer segmentation, utilizing clienteling tools, generating store associate reports, enhancing communication, and activating audiences based on their product preferences and likelihood of returning to Helzberg. This position will collaborate with cross-functional divisions in Brand Marketing, Performance Marketing, E-Commerce, Merchandise, IT operations, and Store Operations to guide the development and execution of all program elements. This position works with teams throughout the organization to ensure the customer experience and promotional execution is accurate and consistent across all touchpoints of the customer experience.
PRINCIPAL ACCOUNTABILITIES:
- Develop and implement customer segmentation strategies to identify key customer groups and tailor marketing efforts accordingly.
- Utilize clienteling tools to enhance personalized customer interactions and improve retention rates including developing and executing test & learn campaigns.
- Generate and analyze store associate reports to provide insights and recommendations for improving customer engagement.
- Enhance communication strategies to ensure consistent and effective messaging across all customer touchpoints.
- Activate audiences based on their product preferences and likelihood of returning to Helzberg, using data-driven insights.
- Collaborate with cross-functional teams to plan the content calendar and partner with channel owners to execute all promotions and campaigns.
- Apply data-driven learnings from past efforts and industry best practices to maximize effectiveness and ROI.
- Develop expertise in Salesforce Service Cloud to ensure the customer information required to support retention efforts and clienteling are available and accurate.
- Partner with Customer Analytics to pull targeted lists for Sales Associates to clientele customers.
- Partner with Customer Care on customer feedback to optimize the customer experience and NPS.
- Partner with Analytics team on all program measurement, research and incremental impact analysis.
SUPERVISORY RESPONSIBILITIES:
This position has no direct reports.
QUALIFICATIONS:
- Bachelor’s degree in Business, Marketing, Communications, Advertising or related field.
- Five to seven years of experience in customer retention, loyalty marketing, or brand marketing required, or an equivalent combination of education and experience.
- Must have strong strategic planning, leadership, and project management skills.
- Experience leading a cross-functional team required.
- Must have excellent verbal & written skills and be a strong, confident, and articulate communicator capable of inspiring strong collaboration.
- Must have ability to manage multiple and complex projects with proven ability to oversee schedules, scope and budgets.
- Hybrid schedule with predictable onsite attendance required three or more days per week to perform essential functions involving interactive behaviors with co-workers and managers, operation or manipulation of equipment and/or materials located only on site, and direct interaction with internal and/or external customers.
COMPETENCIES:
Creative Thinking, Analytical Thinking, Customer Service Orientation, Information Seeking, Integrity, Personal Accountability, Relationship Building, Teamwork and Cooperation