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TouchNote
,
London, Greater London
Retention & Engagement Manager (CRM)
Overview
Job Description
Who we are: We are reinventing personal communication for the digital era. TouchNote is a creative platform that lets people send custom-made cards, straight from their phone to those they love anywhere in the world. Our easy to use app has helped people nurture their most meaningful relationships over 15 million times and was awarded the Good Web Guides App of the Year 2018. We are a team of passionate and creative individuals trying to make a difference. Were proud to offer a highly collaborative, solution-focused environment that celebrates diversity and has been listed in Deloittes Technology Fast 50 and The Financial Times Future 100 UK. About this role: Youll lead the retention function within our Growth Marketing team and manage a team of growth executives, who focus on the execution of communication programs and lifecycle journeys. Youll be responsible for planning and executing the global retention and engagement strategy, which leverages content, product features, and brand to maximise customer engagement, lifetime value, and loyalty. You will own our CRM channels (transactional & marketing email, push, in-app messaging) and the TouchNote global CRM calendar, and plan & implement growth tests to improve conversion rates, engagement, and retention across the entire customer lifecycle. You will be responsible for developing and expanding the onboarding strategy for new TouchNote subscribers. In this role, youll work closely with product, engineering, data, and operations teams on tactics and campaigns that improve the customer experience and drive customer lifetime value and retention, including sales, calendar-led moments such as Christmas, and product launches. You will also manage our relationships with customer engagement technology platforms. To succeed in this role you need to be comfortable with strategy and analysis but also hands on with execution when needed. Youll also be confident at presenting results and insights to senior management. Requirements Must have: * 4+ years experience in an engagement marketing function in a B2C digital business * 3+ years experience in leading and developing data-driven lifecycle marketing campaigns * Experience in leading cross-functional retention and engagement focused projects independently while collaborating with product, data and engineering teams * Excellent analytical skills and proven track record of turning data into actionable insights for improving engagement and retention KPIs * Strong experience with CRM and other digital channels * Exceptional communication and ability to collaborate and build relationships. * Critical thinking and the ability to thrive and multi-task in a fast-paced environment. Nice to have: * Experience in managing a small team * Experience managing the retention strategy in a subscription business * Experience with Looker (or other data visualisation programs) and SQL * Experience in managing and developing a high performing small team Benefits * Company laptop (Mac or PC - you choose!) * Choice of wellbeing benefits which include Private Medical Insurance and/or a gym membership * A membership with Perkbox * 25 days holiday plus bank holidays * Learning and Development budget * Friday drinks * Team lunches * Team socials every month * Free TouchNote credits to use our product!