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Gousto
,
London, Greater London
Head of Customer Retention (Growth)
Overview
Job Description
Head Of Growth: Customer Engagement! Here at Gousto, we are on a mission to become the UK's favourite way to eat dinner! Delicious recipes, precise ingredients & a dollop of adventure, delivered to your door. We have invested into our technology, data capability and our product to ensure the customer is at the heart of what we do. Every aspect of our business is powered by our passion. Whether it is innovation through our recipe development, building algorithms to optimise our recipe box journey or devising strategies to reduce plastic and food waste. All our teams play a part in our amazing growth in the UK! Our DREAM? To be the most-loved way to eat dinner, and for every meal to leave the planet better off. Gousto is changing how people shop, cook and eat food at home. Its an incredibly exciting time to join our team! Were so thrilled to be advertising this position! As Head of Growth, you and your 6-person (all stars!) team will be responsible for driving frequency and retention across the entire customer lifecycle. Your impact will be huge in driving the business forward and were excited to see you: * Improve customer experience in the first few weeks after signing up (Onboarding) * Drive the purchasing frequency of active customers (Engagement) * Encourage lapsed customers to re-order Gousto (Engagement) * Encourage customers to Refer a Friend (Virality) You will use both CRM and Digital Product to improve customer experience and drive orders. * CRM. Accountable for defining quality of comms, channel strategy and the data infrastructure required behind them. * Digital Product. You will be part of the Growth Tribe (a wider cross-functional team that include DP, Tech, UX/UI, DS, Analytics, Finance, Insights, Marketing) - and youll be responsible for working with Product Managers to define the strongest opportunities to prioritise for driving incremental orders and better customer experiences. * Youll drive positive and profitable behaviours across our customers and will deliver outstanding customer experiences, based on insights, data and an acute sense for impactful opportunities. You will also be the voice for retention across the business. You will ensure that as a business we are always driving these metrics forward, and will innovate with our Analytics team on new reporting and behavioural analysis metrics. You will work cross-functionally with other departments to realise amazing outcomes for customers. As part of the Marketing team, youll report into the Acquisition and Retention Director, and youll work alongside the Senior Acquisition Manager, who will support you along the way in order to drive strong decision making, develop resilience together and overwhelmingly scale growth at Gousto whilst having fun along the way. Your success will be measured by hitting quarterly OKRs (revenue, profit, ROI), by team engagement (own direct reports and colleagues) and by impact across the wider business. As a Head of, youre expected to have a say in and improve how we think, behave, and feel as a business. Key responsibilities Aside for being accountable for demonstrable progress (OKRs hit), within the Customer Customer Retention (engagement) space, responsibilities are as follows: * Team development. Develop and grow an incredibly-motivated team. Develop their skills on leadership, project management, opportunity discovery, analysis etc. * Strategy formulation. Set strong directions for where we want to go. Communicate the ambition with clear and comprehensive strategies. * Communications excellence. Set a high standard for quality of emails/texts/in-app messaging. Identify new opportunities. * Digital product excellence. Co-own with the Product Manager high-quality opportunity assessment, prioritisation and design execution Requirements Who you are! * 4+ years in relevant roles. Marketing, CRM, Retention, Digital Product Development, Business Strategy, Analytics & Insights. * Strong aptitude for numbers and extreme comfort with data analysis. * Empirical way of working. We have insights managers, data analysts, data scientists and finance analysts specifically allocated to our Growth Tribe. Exhibiting evidence based reasoning and consequent hypothesis formulation is a must. * Strong communication skills. Experience building strategies and communicating them across a business. An ability to build great relationships with people from across the business * Leadership experience. Either as the manager of a team or via cross-functional projects where you drove change across the business. * Tremendously ambitious: Think big. The opportunity is what you decide to make it. We want brave individuals who question how can we? and inspire the rest of the business to do the same. We want someone who can blow our customers' minds away. * Curious and proactive. Learning and discovery is what moves us. We seek to understand problems deeply and are proactive and fast in anticipating future needs (business and customers).