• Customer Retention Manager

Description of the role

  • Develop and implement customer loyalty and retention strategies, delivering brand & business objectives
  • Develop the existing customer referral program 
  • Analysing the effectiveness of these strategies, constantly refining
  • Developing and implementing compelling and effective customer journeys in order to drive retention
  • As a master of customer data, further develop integrated CRM systems, continually improving and reporting on customer service touch points, data accuracy and integrity
  • Build and monitor customer journeys, create workflows and in collaboration with marketing teams to drive customer repeat purchases
  • Conduct custom retention experiments working with the Digital Marketing Team and analyse and share results
  • Improve personalisation where possible at every touchpoint
  • Track and report on retention, LTV and loyalty campaigns, sharing insights with the wider business
  • Develop a deep understanding of customers through both quantitative and qualitative research
  • Analyse past priority campaigns and key trading moments to understand the CRM performance of these activities and based on this, clearly define how you will build on the results for the next iteration
  • Work alongside Brand Managers to review full brand experience on and off site
  • Work alongside CBO in reputation management crisis  

Who are we looking for? 

We believe in people. We believe in great skills, attitude and supporting you. If you’re aligned with our values, believe in our vision and are excited about the opportunity, then we’d really love to learn more about you (even if you don’t tick all the boxes) apply anyway!

  • A proven track record of strategic Customer Retention management demonstrating clear commercial benefits and results.
  • Be analytical and have the ability to make data led decisions
  • Experience in Customer Engagement Platform
  • An analytical, independent, proactive and flexible approach
  • The ability to work under own initiative and thrive in a fast-paced environment
  • Must multi-task effectively
  • Manage large projects from conception through to delivery
  • Excellent communication and interpersonal skills, with the ability to communicate empathetically and clearly with colleagues
  • Team Leader  experience
  • Able to effectively prioritise own and others workload
  • Strong attention to detail
  • Self-motivated with a can-do attitude
  • Expertise to teach and train others effectively

Salary: Up to £40 000

We value and embrace difference, and so we are of course an equal opportunity employer. We will not unlawfully discriminate on grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or trade union membership.

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Brands That Inspire Change.

Who are Wolfson Brands? 

Over the last 16 years Wolfson Brands has developed an award-winning catalogue of globally recognised industry leading fitness, health and wellbeing brands.  From in-house branding  to marketing through our  very own Network (FanFuel), we challenge the industry norm with unparalleled innovation bound with creativity. 

We are innovators in brand, marketing, product and culture. Creating inspiration, we never stop exploring the possible and see evolution as a key part of the journey to unlocking happiness. We do this together, we are a community, we practise humility, we strive to help ourselves and others Live Life Better. We push to be the difference. We are Wolfson. 

It’s been an incredible adventure. We’re excited for what comes next. 

What can you expect from us?  Aside from the recognition, reward and incentives we provide for our team, there’s so much more to life with Wolfson. 

Working with us, your voice will be heard, you’ll grow, learn and be encouraged to challenge boundaries.  We’ll make a positive commitment to your positive wellbeing and health, and you’ll work with a solid team who will motivate you, both personally and professionally.  You’ll become part of a company that’s growing globally, and inspiring all of us to live life better! 

Our Values – this is our culture. 

HAPPINESS

We strive to enjoy every day, to provide that 🙂 to customers, peers, family & are on that constant pursuit of happiness

COMMUNITY 

We Give Back in any way we can, from the communities we operate in to ones we create – our team, our affiliates & customers

INSPIRE

We lead by example, we are pioneers, we are passionate, we are innovators.   We Inspire change

HUMILITY

We are in this together.  We care.  We show gratitude, we have empathy for others and are respectful at all times

EXPLORE

We are inquisitive.  We travel into the unknown.  We believe anything is possible, be bold, have faith. 

EVOLVE

We never stand still.  Always moving, always learning and always leading the way 

Benefits & Perks 

As you’d imagine, we offer all the usual perks of working with a global industry leader: individual recognition schemes, generous allowances for time off, private healthcare cover, permanent flexibility of hours and working location to name but a few. 

Personal benefits and perks include :

  • Generous family leave packages – family first , always.
  • Private Healthcare & Dental Cover 
  • Pension 
  • Flexible hours & Environment – Honesty over Hours.  Life over Location
  • Tailored bonus plan
  • Personal development plan
  • A wellbeing programme focused on Mind, Body, Finance and Social
  • Perk boxes with the latest products and merchandise, on arrival with us and quarterly
  • The ability to give something back, with a week each year for working in the Community 
  • Friends and family discount on all Wolfson web stores and bands 
  • Recognition when we achieve great things 

Our Promise to You

Being part of the pack

Benefits and Perks

The Givens
  • Wolfson Welcome Pack full of Products & Merch

  • Pension

  • Personal Development Plan

  • Tailored Bonus Plan

  • Recognition for peers when we achieve great things

The Benefits
  • Wellbeing Programme – 4 Pillars – Mind, Body, Financial & Social

  • Private Healthcare & Dental Cover

  • Giving back to the Community – 1 week per year working in the community

  • Flexible hours & Environment – Honesty over Hours. Life over Location

  • Generous Family leave packages – family first, always

  • Quarterly Perk boxes with the latest products & merch

  • Friends & Family 50% discount on all Wolfson web stores