Head of Customer Retention

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China King Deux Search & Consulting Full time

Job Summary

King Deux Search & Consulting is a specialized executive search firm that offers bespoke talent solutions across financial services and commerce. We are committed to not only finding the right opportunity for our candidates but also leaving a legacy that lives on beyond the hiring process.

About the Role

We are recruiting on behalf of a leading retail corporation with a strong presence in Hong Kong and China. Renowned for their expertise in developing and managing large-scale member ecosystems and loyalty programs, they are seeking an exceptional individual to join their team as the Head of Customer Retention. Leading a team of 10-12 professionals, you will spearhead the development and execution of comprehensive customer engagement strategies and campaigns.

Key Responsibilities

  • Develop and execute a comprehensive customer retention program and strategy that enhances customer engagement, retention, and loyalty, aligned with business objectives.
  • Lead and manage a team of customer experience professionals, providing guidance, coaching, and development opportunities to drive high performance and achieve departmental goals.
  • Oversee the design, implementation, and optimization of customer engagement campaigns and initiatives, leveraging customer data and insights to deliver personalized and targeted communications.
  • Utilize business intelligence tools and analytics to analyze customer behavior, identify trends, and drive data-driven decision-making to optimize customer retention efforts.
  • Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure seamless integration of customer experience processes and initiatives.
  • Establish and nurture strategic partnerships with external vendors, agencies, and technology providers to enhance customer experience capabilities and drive innovation.
  • Monitor and optimize customer retention performance metrics, tracking customer satisfaction, retention rates, and overall effectiveness of customer retention initiatives.
  • Stay abreast of industry trends, best practices, and emerging technologies in customer experience and loyalty to drive continuous improvement and innovation.
  • Develop and manage customer retention budgets, ensuring efficient allocation of resources and cost-effectiveness.
  • Drive a customer-centric culture within the organization, championing the importance of customer retention and fostering a customer-focused mindset across all departments.

Requirements

  • Bachelor's degree in Marketing, Business Administration, or a related field. Advanced degree preferred.
  • Minimum of 10 to 12 years of proven experience in a leadership role within customer experience, loyalty, or marketing, with a track record of successfully managing teams and driving results.
  • In-depth knowledge of customer retention principles, strategies, and best practices, with a strong understanding of customer lifecycle management and segmentation.
  • Proficiency in leveraging customer experience platforms, data analytics, and business intelligence tools to drive customer insights and inform decision-making.
  • Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate insights into actionable strategies.
  • Demonstrated ability to develop and execute customer retention programs and campaigns that deliver measurable results, including customer retention, engagement, and revenue growth.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and build relationships with internal and external stakeholders.
  • Proven experience in partnership management, including negotiating and managing relationships with vendors, agencies, and technology providers.
  • Strong leadership and people management skills, with the ability to motivate and develop a high-performing team.
  • Ability to work in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
  • Strong strategic thinking and problem-solving abilities, with a proactive and innovative mindset.
  • Proficiency in written and spoken English, Cantonese, and Mandarin.

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