Retention Marketing Manager (Hybrid, Cluj-Napoca)

ABOUT US

We are a fully integrated digital solutions provider enabling international brands to deliver innovative digital experiences. From strategy and engineering to customer care support, our teams create projects that redefine customer expectations. Explora Solutions promotes a flexible, trust-based work culture that empowers digital and service professionals to thrive in a challenging and rewarding environment.

The Retention Marketing Manager plays a key role on the Retention & Loyalty team. Enthusiastic and analytical, he or she has the know-how to identify, target and influence user behavior to increase customer retention and profitability. Reporting to the Head of Retention & Loyalty, he or she will work with different partners across the organization on the best solutions for Customer Journey Optimization.

THE SUCCESSFUL CANDIDATE WILL:

• Lead marketing strategies to support the Retention marketing program.
• Plan and execute loyalty strategies to support our customers’ brands retention efforts.
• Lead special projects designed to improve profitability of the active customer base.
• Manage the brands’ rewards program.
• Work hand-in-hand with various internal stakeholders to produce both short and long term Retention marketing strategies.
• Work with the Retention Marketing Specialists on developing strategies to improve KPIs of specific segments.
• Oversee and control budgets, ensure that campaigns stay within budget.
• Communicate campaign metrics, results and recommendations to stakeholders.
• Define and collaborate on the personalization of the customer experience on and off website.
• Assess needs, align stakeholders and develop measurable systems resource and process change.
• Manage internal resources to ensure fixed and variable scope deliverables are delivered on time, on budget, and as specified.
• Produce high-quality proposals, reports and process documents.
• Conduct needs analysis through technology audit, content audit, process audits and stakeholder feedback.
• Ability to identify new areas for improvement and development of Lifecycle campaigns and to articulate to business leaders.
• Coordinate project responsibilities, allocate and prioritize tasks among team members.
• Ensure that campaigns, creative briefs and other strategic marketing documents, and the overall campaign calendar accurately reflect marketing objectives, target groups and ROI in-line with the business strategy.
• Responsible for the preparation of summary reports and post-campaign analysis of all projects, utilizing Business Intelligence resources to ensure take-away and learning.

WHAT QUALIFIES YOU TO JOIN US ON OUR MISSION

• 3-5 years of digital marketing experience with a successful track record of implementing and managing Digital Marketing Programs in a multi-channel environment.
• In-depth knowledge of Customer Journey Optimization best practices with experience in developing and implementing testing strategies across channels, including designing and analyzing contact strategies, automation techniques/tools and customer experience optimization.
• Previous experience managing a rewards program and/or Customer loyalty program.
• Demonstrated experience with data-driven marketing, a/b and multivariate testing experience, Analytics, with a successful track record of implementing and managing different Digital Marketing Tools.
• Ability to interpret and present data/results (both written and verbal) to stakeholders in engaging and meaningful ways.
• Advanced knowledge of MS Office software applications, advanced Excel is a must.
• Ability to manage and prioritize multiple projects simultaneously within a complex organization.
• Experience leading, coaching and mobilizing teams.
• Excellent negotiation, influence and relationship building skills.
• Must be able to travel 20-30%.
• Hybrid working model (2 days/ week in office).

WHAT WE WILL BRING AS BACKUP

Our people are at the heart of everything we stand for and will go above and beyond for our customers. We know that drive and passion are hard to generate when we are not feeling valued or having fun, so we make sure our team is well looked after! Working at Explora Solutions, you’ll experience:

• Great employee benefits like 25 days of leave, meal tickets of 40 lei/day, pension coverage, full health and dental coverage for you and dependents, 7Card subscription, learning and development tailored to your career path, travel & wellness allowance, plus lots of fun activities throughout the year;
• Support and collaboration, not just within your immediate team, but with the broader organization as well;
• An organization that can flex, and truly supports work-life balance.

#LI-Hybrid