About Oh Polly Founded in 2015, Oh Polly is a fast-growing, social first fashion brand that creates trend driven, high quality premium products. With a focus on innovation, global responsibility, and ethics. We've built a combined social following of over 10 million across our brands, including Bo+Tee; our activewear line. Operating across multiple global offices, we are a dynamic team offering ambitious individuals the chance to thrive, grow, and take their careers to the next level.
The Role:
As the Head of Retention, you will be responsible for building and executing a robust customer retention strategy that increases customer lifetime value, enhances loyalty, and optimizes customer journeys. This role involves leading the retention team and working collaboratively with senior leadership and cross-functional teams to drive revenue through customer-focused initiatives, including email marketing, CRM, loyalty programs, and personalised customer experiences across multiple channels.
Key Responsibilities Retention Strategy Development: Design and implement a comprehensive retention strategy across CRM, loyalty, email marketing, SMS, and other channels to boost customer engagement and lifetime value. Team Leadership: Manage and mentor the retention team, fostering a data-driven and customer-focused environment. Ensure alignment with broader marketing and business objectives. Customer Lifecycle Management: Map and optimise the customer journey from onboarding to loyalty, identifying touchpoints and tactics that enhance engagement, repeat purchases, and brand loyalty. Data and Analytics: Develop and oversee the retention analytics framework, leveraging data to measure success, uncover insights, and inform strategic decisions. Cross-functional Collaboration: Work closely with digital marketing, creative, product, and e-commerce teams to ensure a seamless experience across all customer touchpoints. Loyalty Programs: Design, launch, and optimise loyalty programs that incentivize repeat purchases and enhance the customer experience. Personalization and Segmentation: Implement advanced segmentation strategies and personalize communications based on customer behavior, preferences, and purchasing patterns. Campaign Execution: Oversee end-to-end execution of retention campaigns, including email, SMS, and in-app messaging, ensuring messaging is timely, relevant, and impactful. A/B Testing and Optimization: Develop and implement testing methodologies to improve retention tactics and optimise key metrics, such as repeat purchase rates and average order value. Stay Current with Trends: Monitor industry trends and competitor strategies in retention and CRM, identifying new opportunities to enhance Oh Polly's retention initiatives.Skills & Requirements Experience: 8+ years in retention marketing, CRM, or lifecycle marketing, with at least 3 years in a leadership role within a D2C brand, preferably in fashion or e-commerce. Analytical Skills: Advanced proficiency in analytics tools (Google Analytics, Tableau, CRM platforms) and experience working with customer data to inform decisions. CRM Expertise: Deep understanding of CRM systems and tools, with a strong track record in managing successful email, SMS, and loyalty programs. Customer-Centric Mindset: A strategic thinker with a deep understanding of the customer journey.What's on offer: Salary: £70,000 - £85,000 50% discount on all Oh Polly and Bo+Tee products An extra day off for your birthday Corporate gym membership (subject to tax) Cycle to work scheme Learning and development opportunities Company pension Company social eventsThis Company is an equal opportunities employer:
Oh Polly job positions are open to all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation.
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