Naya

Customer Retention Specialist

• Develop the retention plan, sequencing and business case for what gets built first
• Own end-to-end lifecycle flow architecture, including welcome, browse and basket recovery, post-purchase, fitting and care, upgrade, replenishment and back-in-stock flows
• Own the campaign calendar and map it to the trading year and product launches
• Develop behavioural and value-based customer segmentation
• Identify high-value customers and tailor programmes to different customer motivations
• Manage list growth, engagement, suppression and consent across markets
• Own strategy, calendar, briefing and final approval for email, SMS and other owned channels
• Manage campaign programming, deliverability, sender reputation, testing and platform configuration
• Develop reactivation and win-back programmes, including holdouts, sunset policy and cost evaluation
• Own customer feedback loops and turn support themes into briefs for site, product pages, lifecycle programme and product roadmap
• Represent the voice of the customer in trading and planning conversations
• Direct the CRM agency partnership, including briefs, targets, reviews, quality control, reporting and roadmap
• Set offer and lifecycle promotion policy while protecting margin
• Design, evaluate, launch and manage a loyalty proposition
• Grow cross-sell and multi-product purchases through lifecycle merchandising
• Own the post-purchase sequence from confirmation through follow-on engagement
• Ensure trusted integrations among ecommerce, CRM, advertising platforms and support desk
• Collaborate with the Acquisition Manager, customer support, brand, product, operations and agency partners
• Report against quarterly retention, repeat revenue, gross profit, channel, reactivation, discount, cross-sell, purchase timing, list health, loyalty and customer insight metrics

Explore Retention Manager, CRM & Lifecycle at Naya. Review requirements and application details.

Retention Manager, CRM & Lifecycle

Performance Marketing

• Own the strategy for paid media investment and ecommerce website trading through the first purchase
• Set the annual and quarterly media plan across paid social, paid search and emerging channels
• Allocate investment across markets and phase it across seasonal launch windows
• Trade the website commercially, including merchandising, product presentation, onsite search, navigation, basket and checkout performance
• Manage homepage, landing page and collection merchandising, product page effectiveness, promotional execution, delivery and service proposition visibility
• Own launch readiness and execution on site in every market
• Establish the weekly trading rhythm, review performance and feed insights back into media
• Build the CRO and experimentation roadmap, define hypotheses and prioritisation, and interpret test results
• Prioritise the development backlog with the web partner and act as the commercial voice
• Direct performance agencies by setting briefs, targets, reporting rhythms and account strategy
• Shape campaign architecture, audience strategy and creative deployment
• Maintain tracking discipline and clean, comparable data
• Build acquisition reporting, consistent metric definitions and an incrementality testing programme
• Reconcile platform-reported performance with banked orders and maintain acquisition cost ceilings by market
• Evaluate new channels, design tests and make recommendations
• Work with agency and development partners, with the role reporting to the Head of Revenue

Explore Acquisition Manager – Paid Media, Ecommerce at Naya. Review requirements and application details.