Loyalty and Retention Manager - FMCG

Michael Page

  • Sydney, NSW
  • Permanent
  • Full-time
  • 2 months ago
  • Apply easily
The Retention manager will be responsible for developing new strategies and concepts focusing on customer retention and growth initiatives.

Client Details

Australian based company with a green focus. A plant-powered nutrition program specialising in creating innovative super food meals that are both good for you and the planet. Crafted by expert chefs and passionate nutritionists.

Description
  • Develop new strategies and concepts focusing on customer retention and growth initiatives
  • Establish and develop a strategy and roadmap for customer loyalty and improved customer experience
  • Gather information related to customer complaints/feedbacks and propose solutions/improvements to the management for customer retention
  • Respond to customer queries and address service complaints in a timely manner
  • Monitor and delivery of all reporting, analysis and insight of the necessary KPIs for customer loyalty & retention
  • Perform customer negotiations and reach a fair conclusion from both business and customer perspectives
  • Analysing buying patterns and market trends to guide data driven decisions
  • Monitor competition offerings with respect to retention solutions, processes and loyalty programs
  • Provide support in planning and implementation of company promotions and outreach
  • Work collaboratively with the internal teams to optimise retention, customer satisfaction and profitability
  • Ad-hoc duties as required by the management
Profile
  • 4+ years of experience as a retention specialist or relevant role
  • Tertiary qualification in Business, Marketing / Statistics or any relative field of study
  • Previous experience in customer service is a great asset
  • Excellent database / CRM knowledge and expertise in reading / understanding data is ideal
  • Commercially minded, inquisitive and motivated to understand our customers
  • Strong attention to detail and outstanding written and verbal communication skills
  • Well-organised and ability to multitask, prioritise and adhere to deadlines
  • Ability to work autonomously with minimal supervision and within a team environment, taking responsibility for work outcomes
  • Organisational beast, thriving on getting things done, and eager to learn and grow
  • Strong research and analytical skills with a creative mind-set
  • Excellent decision-making, problem-solving, management and interpersonal skills
Job Offer
  • Join a young energetic, passionate and supportive team
  • Be part of a great company culture and an intimate, collaborative environment with a global buddy system
  • Huge career growth opportunities within a fast-growing entrepreneurial organisation
  • Hours are 8am-4.30pm with a bonus 4pm finish on Fridays
  • Kitchen stocked with snacks including our delicious healthy meals for lunch every day
  • Sydney CBD Location and close to public transport
To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Madeleine Shelest on +61 2 8292 2100

Michael Page

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