Global Customer Retention Specialist

1 week ago


Los Angeles, California, United States Hexclad Full time
JOIN HexClad | At HexClad, we are at the forefront of the hybrid revolution, transforming kitchens worldwide. From our humble beginnings to receiving accolades from culinary icons like Gordon Ramsay, HexClad stands as a premier cookware brand poised for growth. Our successful omnichannel approach is reshaping the cookware landscape, creating memorable dining experiences that resonate with families around the globe.

We are excited to invite a seasoned International Retention Manager to our innovative team at HexClad. In this pivotal role, you will be instrumental in fostering customer loyalty and driving repeat purchases.

Key Responsibilities:
  • Oversee the execution of email and SMS marketing campaigns targeting both domestic and international audiences.
  • Manage daily operations of our loyalty and referral initiatives, ensuring seamless execution.
  • Develop and maintain analytics dashboards to monitor performance metrics and guide strategic decisions.

Location: Remote

Position Type: Full Time - Exempt

Reporting To: Director of Retention

Engagement Strategies:
As our International Retention Manager, you will design and implement targeted email and SMS campaigns to engage customers across various markets, including Canada, Europe, the UK, Japan, and Australia. You will also:
  • Collaborate with the marketing team to craft compelling content tailored to diverse customer segments.
  • Utilize customer segmentation and personalization techniques to enhance campaign performance.
  • Lead the launch and management of our loyalty program, focusing on enrollment and engagement strategies.

Analytics and Insights:
In this role, you will build and refine analytics dashboards to track key performance indicators related to customer retention. Your responsibilities will include:
  • Analyzing data to uncover trends and opportunities for enhancing retention strategies.
  • Providing regular insights and reports to management to inform strategic adjustments.
  • Working closely with customer service teams to translate feedback into actionable improvements.

Qualifications:
To be successful in this role, you should possess:
  • A minimum of 2 years of experience in eCommerce retention management, with a focus on international markets.
  • Knowledge of international marketing regulations, such as GDPR.
  • A proven track record in developing successful retention strategies and loyalty programs.
  • Experience with email marketing, SMS campaigns, and customer segmentation.
  • Strong analytical skills, with proficiency in tools like Google Analytics and Excel.
  • Excellent project management capabilities and communication skills.
  • A degree in Marketing, Business, or a related field; a Master's degree is a plus.

What We Offer:
  • Competitive compensation based on skills and experience.
  • Annual bonus potential.
  • Comprehensive health benefits, including dental and vision.
  • 401k plan with matching contributions.
  • Unlimited time off to support work-life balance.
  • Employee perks on cookware to enhance your home.


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