Customer Retention Specialist

3 days ago

Brisbane, Queensland, Australia beBeeDigital Full time $60,000 - $90,000

About the Role:

We are seeking a skilled professional to manage our CRM Flows & Campaign program, with the primary goal of enhancing customer retention and frequency, thereby boosting customer lifetime value.

This role requires strong analytical skills to evaluate end-to-end customer experiences across multiple domains, channels, and customer touch points. You will work closely with our design, ecommerce, and performance teams to ensure flows are constantly updated with new content and offers, representing brand outcomes.

Key Responsibilities:

  • Develop and execute campaign and BAU direct communications with attention to detail.
  • Own execution of CRM flows across multiple product domains.
  • Identify critical conversion points and drop off points in EDMs and Landing Pages, partnering with Ecommerce and development to lift CLV and frequency.
  • Understand how SMS can complement email flows, leveraging them to maximize influence on database health and engagement.
  • Continuously identify campaign AB testing opportunities to lift CVR and CTR via copy iterations, offer iterations, and driving best use of Not For Sale product.
  • Measure and report on performance of Flows, referencing insights on why something is or isn't working.
  • Develop, implement, and optimize triggered/automated flows to support customer conversion, retention, referral, cross-selling, and reactivation.
  • Manage relationships with vendors like Klaviyo to improve and optimize accounts.
  • Identify source of truth for RFM measures to better align KPIs.

Requirements:

  • 3+ years experience in a similar position within the online Fashion industry.
  • Experience using Klaviyo is highly desirable.
  • Strong Excel skills, with ability to work with large datasets and analyze trends.
  • Exposure to conversion strategy and experience with email and SMS strategy.
  • Ability to build strong relationships with external partners.
  • High level written and oral communication skills.
  • Highly organized with attention to detail and ability to work autonomously.
  • Exceptional understanding of the fast fashion market.
  • Ability to multitask, meet multiple deadlines, and project management skills.

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