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Head of Retention & Experience

Elevation Recruitment Group
Job LocationSheffield
EducationNot Mentioned
Salary£50,000 - £55,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Head of Retention & Experience – Hybrid SheffieldElevation Recruitment are working in partnership with a member based organisation in Sheffield. This is a key newly created position that will report into the CEO and be the key driver in engaging with customers and ensuring the conversion, upsell and successfulexperience of service uptake.You will work closely with the Head of Conversion looking at their journey and experience to enable them to engage loyal participants. Improving services, events and activities for all users.This is a varied role and requires someone who will deliver across the following areas;

  • Develop and implement the on-boarding/retention strategy, establishing relevant retention targets and KPIs that support the organisation’s overall strategy.
  • Ensure that front line services and related policies, systems and processes follow best practice and regulatory compliance
  • Identify new opportunities for service development, which should include digital and data development to grow potential and deliver a better experience.
  • Use data-analysis and market insight to plan campaigns and activities.
  • Liaise with the Head of Engagement and Conversion to ensure all campaigns are informed by the latest insight from current and prospective students and their influencers.
  • Using customer insight and analysis, develop journey maps and touch points to identify opportunities to improve satisfaction, loyalty and retention and design and implement a programme to measure this that will include interacting with existing users toidentify pain points, maximise engagement and cross selling opportunities, and ensure continuous improvement of services.
Successful candidates will show;
  • Good general level of education, typically to degree level or evidence of equivalent relevant experience.
  • Degree in Marketing, Business or related subject desirable
  • Middle or Senior management experience within an experience and retention environment with budget and resource responsibility with demonstrated success in the role(s)
  • Strategic and functional experience of using customer experience technologies and platforms, including CRM/CXM systems, feedback tools, and data analytics to build customer relationships
  • Proven track record in understanding customer segmentation, and delivering strategies to improve customer experience, retention, and loyalty
  • Generating income from e-commerce and grant/funding opportunities is desirable
  • Commercially minded, driven by the desire to create an excellent customer experience with the ability to make tough decisions whilst bringing their team along with them
  • Insightful and numerate and can interpret a business question or problem into an analytical brief and output, turn data into actionable insight and present complex information to a wide range of audiences

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