Head of Consumer Retention

Are you an experienced professional in E-Commerce and communication strategies?

We are searching for a skilled professional for customer database growth and development with experience in omnichannel retail. If you have a love for numbers and everything you do is built on numbers, calculations and forecasts, then this oppertunity might be for you.

This role puts you in charge of one of the key challenges for modern cookie-less E-Commerce where we want to know our consumers and implement segmentation and communication strategies that would enhance experience and commercial results. - Filipp Labkovskiy, Global E-Commerce Director.

This is an excellent opportunity to partner with a recognised and global player within shoe production and sales. The role will allow you to establish lasting relationships within a dynamic, ambitious and global company. You will be a proactive and central player in a strong, multinational office. Some career choices have more impact than others. When you join ECCO, you become part of a global family where we value people who do things differently.

In this role you will lead the global consumer data management approach, global consumer segmentation strategy and loyalty program development strategy. You will take ownership of developing and implementing a communication strategy with users of each segment in each country of presence, CRM communications in email, mobile push, SMS, PopUp and InApp within the application. Furhter to this, you will:

• Lead Automation and triggered implementation strategy and execution

• Develop an external CRM stream (build user acquisition from partner sources)

• Conduct A/B testing (from coming up with hypotheses to collecting results) and look for growth points to improve CRM communications

• Work with creative team, analysts, technical teams (set tasks, control deadlines) and lead and develop a high-performing team focused on CRM and Loyalty, setting clear goals and objectives aligned with overall retention strategies.

• Controlling external team of vendors: Ometria and CRM agencies

• Ability to be part of a team and a confident level of project management;

• Develop and implement Global Consumer Data management approach;

• Develop, defend and maintain Global Customer Segmentation and roadmap; Global Communication Segmentation and roadmap; Global Customer Base known consumers growth strategy;

• Build and lead a process for forming, testing and implementing hypotheses that improve KPI’s and lead cross-functional process of customer experience improvement through NPS, CSI and other metrics collecting and improving;

• Implement and optimise CRM systems, loyalty programs, and data analytics to enhance customer engagement and satisfaction.

To be succesfull in this position, we expect that you have:

• At least 5+ years of experience as a CRM Leader with measurable business results

• Experience working with user bases that are measured in millions

• Strong strategic mindset with a track record of developing and executing effective customer retention strategies aligned with the objectives of the E-Com department.

• Demonstrated ability to lead and inspire teams, fostering a collaborative environment to achieve retention goals.

• Must be eligible to work in the Netherlands

Are you ready for your next challenge?
We will invite candidates for interviews on an ongoing basis, so do not hesitate to apply.

CREATE THE FOOTPRINTS OF TOMORROW

At ECCO, you become part of a meaningful, developing and multicultural workplace. You join a global family of more than 25,000 people who are proud to create the footprints of tomorrow.

Headquartered in Denmark, we are a family-owned company that offers international opportunities. Our offices and facilities have an informal culture and relaxed dress code – our shoe code is slightly stricter. Join us and we guarantee lifelong learning – the speed of progress is up to you.

So, if you’re curious, passionate and ready to make an impact, you’ll fit right in!