Retention Manager (12m FTC)

We have an exciting opportunity for a Retention Manager to join our Loyalty & Customer Relation Management team on a 12 month fixed term contract. You will be the driving force behind our current automated Customer Journey end to end.

About the Role 

The Retention Manager will be responsible for the strategic planning and successful execution of automated, trigger-based customer communications via email, direct mail, SMS and push channels. You will play a leading role in designing these journeys using the full suite of Harrods owned channels to deliver relevant and timely communications throughout the Customer Lifecycle. You will be responsible for growing our database across all of our channels and enriching the data we collect to improve our data quality.

You will work closely with the Loyalty Marketing Manager to develop communications that support Harrods Rewards objectives, and with our Trade and Ecommerce teams to design transactional triggers which drive conversion. Supporting on innovative projects such as Next Best Action Marketing and defining contact strategy, you will work with your team to optimise effectiveness; interpreting insights gained from regular analysis to create a continuous process of testing and refinement.

You will be accountable for managing a team of Executives and Assistants who you will support with training and personal development planning. You will work alongside a CRM Manager who will own broadcast communications, ensuring CRM best practice and GDPR are adhered to across the teams.

About You

As Retention Manager will be a great communicator who effectively conveys information verbally and in writing to all levels of colleagues and management. You will be a curious, open minded, and a fast learner with an excellent eye for detail and proven accuracy. You will be a strategic, creative and commercial thinker, able to identify future trends and opportunities with a focus on maximising customer engagement. You will be genuinely passionate about attracting, nurturing and developing colleagues and effectively leading through change.

You will also have:

• Experience in CRM automation/lifecycle management.
• Advanced understanding of ESPs/CRM systems, SAP Marketing Cloud/Emarsys preferred.
• Extensive knowledge of CRM automation best practices, ideally within a retail or luxury environment.
• Demonstrated experience in working with databases and data analysis.
• Strong analytical and quantitative skills, ability to use data to develop and measure marketing campaigns and knowledge of Google Analytics.
• A strong understanding of GDPR regulations.
• ESP migration experience and Implementing new technologies and motivating team with business changes.
• Experience with Next Best Action Marketing preferred.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

In return you’ll receive an excellent benefits package, including a company pension, flexible working, 22 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods