Retention Strategy Manager, Not On The High Street
12 Month Fixed Term Contract
£50-65k
Google Analytics
Ometria
Mid and Senior level
Remote from UK
The home of small brand magic
Job no longer available
The home of small brand magic
21-100 employees
B2CMarketplaceFoodFashionInterior designFurnitureHome improvementWeddingseCommerce
Job no longer available
£50-65k
Google Analytics
Ometria
Mid and Senior level
Remote from UK
21-100 employees
B2CMarketplaceFoodFashionInterior designFurnitureHome improvementWeddingseCommerce
Company mission
Making small businesses the future, adding passion and purpose to the world.
Role
Who you are
- Proven experience in CRM automation and lifecycle management, with a strong understanding of best practices
- Advanced proficiency with Email Service Providers (ESPs) and CRM systems
- Experience building loyalty schemes to deliver enhanced retention value
- Demonstrated experience working with databases and performing robust data analysis and insight
- Strong analytical and quantitative skills, including the ability to leverage data to develop, measure, and optimise marketing campaigns
- Knowledge of web analytics platforms, such as Google Analytics, for interpreting customer behaviour
- A solid understanding of GDPR regulations and their application within customer retention strategies
- Excellent communication skills, both written and verbal, capable of conveying complex information clearly to all levels
- A curious, open-minded, and fast learner with exceptional attention to detail and accuracy
- A strategic, creative, and commercial thinker, adept at identifying future trends and opportunities to maximise customer engagement
- Passionate about attracting, nurturing, and developing team members
- Proven ability to effectively lead and motivate a team
- Highly collaborative, with the ability to build strong relationships across various internal teams
- Don’t meet every single requirement? No problem. Your strengths, passion & fresh perspective could be just what we’re looking for - so we encourage you to apply!
What the job involves
- The Retention Strategy Manager will be a driving force behind our customer retention efforts, responsible for strategically planning and executing automated, trigger-based customer communications across various channels
- This role will be pivotal in designing and optimising customer journeys to deliver relevant and timely communications throughout the customer lifecycle, ultimately enhancing customer loyalty and lifetime value
- Develop and implement a comprehensive retention strategy focused on automated, trigger-based customer communications via email, SMS (if appropriate), and push channels
- Lead, mentor, and motivate a high-performing CRM team, fostering a culture of continuous improvement, testing and insight-driven decision-making
- Drive database growth and enrich data quality to enable more effective and targeted customer segmentation and communication
- Collaborate closely with the Senior Acquisition Manager & Brand Marketing teams to align retention initiatives with Paid campaigns
- Partner with Trade and E-commerce teams to develop transactional triggers that drive conversion and customer engagement
- Lead and develop our 'NOTHS & More' loyalty scheme, continuously testing the proposition to increase take-up and improve retention
- Build strategies to improve app engagement via optimising the push channel
- Own relationship with our CRM platform (Ometria) to ensure continued strategy evolution and strong delivery
- Key stakeholder in partnerships, ensuring 'NOTHS & More' prop is front-and-centre
Application process
- Stage 1: Applied
- Stage 2: Introductory Call
- Stage 3: Team Interview
- Stage 4: Practical Exercise
- Stage 5: Hired
Our take
Notonthehighstreet have found a niche within eCommerce, providing a curated online platform for small businesses.
They currently have 5,000 small businesses selling their unique products on the platform and their business model is similar to Etsy.
Amazon are increasingly doubling down on their marketplace proposition and are powerful competition for Notonthehighstreet. However, their user base is one that values the uniqueness and curation they provide, so this should provide them with a competitive advantage.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (last 2 of 5 rounds)
Aug 2016
$29.4m
SERIES E
Oct 2013
$13.4m
LATE VC
Total funding: $71.9m
Company benefits
- 33 days holiday – to make sure you are well rested and ready to give your absolute best, we offer 33 days holiday a year (including bank hols). Plus, there is the option to buy an additional 5 days holiday each year too. And, to top it off we also give an extra half day of holiday for every year of service!
- Private healthcare – keeping you in the best possible health is top of our list, that’s why we offer private medical insurance with Bupa and a cash plan with Healthshield which allows you to claim back money on your healthcare essentials e.g. dentist & opticians
- Pension plan – it’s never too early to start saving for your retirement and with our pension plan in place, it’s easy too! We offer a 4.5% matched contribution
- Life insurance – it’s never nice to think about, but in the very unlikely event of anything happening we’ll pay 4x your basic salary to a nominated person
- NOTHS discount – if you are anything like us, you’ll have an ever-growing wish list from the site. We give everyone who works here 20% off anything from the site (yes, that includes stuff that’s on sale!)
- Video therapy sessions through Spill, to support positive mental health
- Work from anywhere policy – work for up to 45 days of the year from anywhere in the world you don’t need to be in the office, so the world’s your oyster
- Family planning – we’ll support you through your pregnancy, adoption, IVF, or surrogacy journey - we offer 13 weeks at full pay 13 weeks at 50% followed by 13 weeks at statutory pay
- Do your bit for the planet and hire an electric vehicle with a salary sacrifice
Company values
- Stay Focused - We keep the main thing, the main thing. We prioritise, react to change and don’t get distracted
- Champion Team Spirit - We're playful and compassionate. We trust each other and raise each other up. All for one and one for all.
- Act Boldly - We have courage and conviction. We think big, dare to try and take risks
- Be speedy not perfect - We’re nimble, take ownership and move at a pace to achieve our goals. We act, then use learnings to refine
Leadership
Jessica Nesbitt
(CEO)After serving as Chief Growth Officer, Jessica stepped up to take the role of CEO, leading all of Not On The High Street’s commercial efforts.
Holly Tucker
(Co-Founder)Started 'Your Local Fair', a series of upmarket events, which sparked the idea for Not On The High Street. Received an MBE in 2013.
Sophie Cornish
(Co-Founder)Previously both a journalist and marketer. Received an MBE in 2013.
Diversity, Equity & Inclusion at Not On The High Street
- Diversity and Inclusion are really important to us at Not On The High Street. We celebrate difference and strive to make everyone feel welcome.
- As part of your application you’ll be asked to complete a demographic survey to help us learn more about who wants to work with us. It’s completely optional (but really appreciated) and it’s 100% anonymous. We’ll only use the information to help us figure out how to make our team even more inclusive and attract more brilliant people to join us, with the help of our cross-team Diversity Champions to drive progress
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