Head of Retention - LOOKFANTASTIC

Purpose of Role: Head of Retention is responsible for the development and execution of the global retention (CRM, SMS, and App) strategy across Lookfantastic sites.

Responsibilities:

Strategy Development:

• Planning, developing, implementation and management of the Global retention strategy.
• Building for the future with a 3-year strategic plan to position the business in a better place than our competition.
• Continually research and understand the global retention environment, including CRM, SMS and App as a key channel, ensuring that we remain at the forefront of the industry and pushing the boundaries of what is possible within this sphere.
• Prepare and manage the retention marketing activities, including budget forecasting, activity planning, trade marketing alignment, execution, automation, measurement and reporting.
• Contribute to driving increased marketing efficiency through evolution of the existing retention strategy, helping drive increased retention channel share of business.
• Drive best-in-class CRM execution through playbook development, enabling seamless planning and execution across all programmes.
• Lead on CRM innovations with clear roadmap and execution plans for continuous improvement. Key areas of focus; Automation, Personalisation, Programmatic CRM.

Cross Team Collaboration:

• Collaborate and support all THG retention teams, providing framework, guidance and training, whilst governing process and ensuring implementation.
• Collaborate with cross functional department to ensure alignment of activities across both marketing (Brand, Paid, Partnerships) and non-marketing team (Trade, Buying, Merch).
• Regular reporting of Global and Local retention performance and project progression to a combination of territory leads and the Senior Leadership team.
• Monitor KPI performance across the channel whilst developing more strategic reviews of performance.
• Work closely with Legal & Procurement to consistently on-board new data and tech solutions, enabling channel innovation.
• Work closely with the Dermstore, Cult, THG Brands & Glossybox regional teams to maximise retention opportunities for all THG Beauty sites.
• Active collaboration with the data team to drive customer data opportunities, process improvements and identify new reporting that can drive growth for the channel.

Team Development

• Building and maintaining an effective management team – Providing direction to the work and resources of our business and ensuring we recruit and retain the best staff possible.
• Gives clear guidance to team members ensuring quarterly objectives are set and monitored and continuous feedback is given to team to aid their development
• Develops skills of the team – identifies individual training needs as well as encourages effective teamwork, KPI’s setting and communicating clear goals/targets.
• Motivates team – gives recognition and praise, implementing incentives to drive performance within the team.
• Provides support to new team members – ensures a full induction is provided and support during the learning process

KPI’s

• Team Engagement
• Database growth
• Active Database
• Customer Retention
• Customer Purchase Frequency and AOV
• Sales and Revenue
• Customer LTV
• Cross Category Purchasing
• Key behaviours
• Team player – able to collaborate across functions
• Initiative – able to think outside of the box
• Organised
• Pro-active and positive attitude
• Developing Self and Others
• Driven and goal orientated
• Passionate
• Can build strong relationships
• Can work cross functionally across teams

Essential skills

• Prioritise, structure work & effectively manage time
• Excellent communicator – able to give clarity and set direction
• Commercial awareness of the beauty industry
• Ability to form good working relationships with internal teams and external clients
• Critical thinker and problem-solving skills
• Project management skills
• Negotiation skills