ABOUT MESHKI
MESHKI is a globally recognised fashion brand, celebrated for its dedication to empowerment, inclusivity, and sustainability. With the vision to be the global leader in accessible luxury and championing the empowerment of people worldwide through an unmatched shopping experience, MESHKI prides itself on being a brand that inspires and engages, fostering a culture of social change and community impact.
ABOUT THE ROLE
The Head of Customer Retention at MESHKI is a strategic and highly sophisticated role that is pivotal in driving the brand’s long-term growth and customer loyalty. This position involves developing and implementing cutting-edge customer retention strategies that leverage advanced data analytics, personalised marketing, and comprehensive lifecycle management. The Head of Customer Retention will work closely with various departments, including marketing, product, operations, and customer service, to ensure a cohesive and integrated approach to managing customer relationships and improving retention rates. The ideal candidate will have a deep understanding of the fashion and luxury retail industry, coupled with a passion for innovation and a customer-centric mindset.
WHAT YOU’LL BE DOING
- Develop and implement a comprehensive customer retention strategy aligned with MESHKI’s business objectives.
- Utilise advanced segmentation and predictive analytics to identify high-risk churn segments and target retention initiatives.
- Drive personalised customer journeys to enhance engagement and loyalty through tailored experiences.
- Oversee sophisticated customer data analysis to gain insights into behaviour and preferences, ensuring data integrity and compliance with regulations.
- Develop and maintain detailed customer segmentation using machine learning and AI to enhance retention strategies.
- Design and implement advanced customer lifecycle programs, including onboarding, engagement, retention, and win-back campaigns.
- Lead the CRM team in executing multi-channel retention campaigns and collaborating with marketing for data-driven content.
- Oversee the selection, implementation, and optimisation of CRM and retention software, staying ahead of technology trends.
- Monitor and analyse KPIs related to retention and campaign effectiveness, providing insights and recommendations for improvement.
- Collaborate across teams to enhance the customer experience and ensure retention initiatives contribute to a consistent brand experience.
WHAT YOU’LL NEED:
- Minimum of 5-7 years of experience in CRM and customer retention management, preferably within the fashion or luxury retail industry.
- Proven track record of developing and executing advanced retention strategies that drive customer loyalty and revenue growth.
- Strong analytical skills with expertise in interpreting complex data and making data-driven decisions.
- Excellent understanding of customer segmentation, lifecycle management, and multi-channel marketing.
- Proficiency in CRM and customer retention software and tools, such as Salesforce, HubSpot, or similar platforms.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.
- Strong project management skills with the ability to manage multiple complex initiatives simultaneously and meet tight deadlines.
- Creative mindset with the ability to generate innovative ideas and solutions that align with brand values.
- Genuine love for fashion and an inherent understanding of what appeals to MESHKI’s target demographic, ensuring that all marketing efforts resonate with the audience.
- Extensive experience with the US market and global business operations, with a proven track record of driving growth in diverse regional markets.
BENEFITS
Employee Perks: Monthly clothing allowance, generous employee discounts and flexible working arrangements to support a healthy work-life balance. Bi-weekly healthy breakfast in the headquarters, pilates yoga and meditation classes.
Personal and Professional Development: We invest in your growth with access to training programs, workshops, and global conferences, free access to Headspace and Masterclass
Career Advancement: Clear pathways for career advancement within MESHKI, supporting your professional journey every step of the way.
COMPANY CULTURE
We cherish a culture at MESHKI where every individual feels respected, valued and is empowered with the tools, resources and support to contribute to the collective goal we all share, whilst advancing their career goals and ambitions. At MESHKI your future is defined by your ambition, your dedication and integrity; if you work hard, and contribute to the empowering culture that surrounds you through collaboration, communication, a humble attitude to learning and integrity and gratitude and professionalism, you’ll achieve any goal you set your mind to.
Please be advised that we are not engaging recruitment agencies for this hire and will not consider any unsolicited resumes.