Head of Retention
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 and
- 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 events
What’s on offer:
This 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.
- Department
- Marketing
- Locations
- Glasgow, Manchester
- Remote status
- Hybrid Remote
Glasgow
Some of Our Perks & Benefits
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Competitive Salary
We review our salaries regularly
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Enhanced Holiday Entitlement
You deserve a break after all your hard work
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Your Birthday Off
To celebrate being you
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50% Discount on Company Products
By far our most popular benefit
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Flexible Working Options
We want to make it work for you
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Enhanced Company Pension
Your future is important
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Corporate Gym Membership
Helping to keep you healthy in body and mind
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Enhanced Maternity/Paternity Leave
Extra help for your most precious time
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Personal Development Plan
We prioritise developing our people
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Cycle to Work Scheme
Its good for you and your environment
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Company Sick Pay
To help when you are not 100%
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Bright Modern Open Plan Offices
They really are lovely places to work
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Employee Assistance Programme
Supporting physical and mental health
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Employee Rewards Platform
To say thank you and give recognition
Workplace, Culture & Diversity
Our culture is diverse, creative and collaborative. Our teams are committed, ambitious and hard working. We offer an environment to flourish, develop and take your career to the next level.
All of our clothes are designed in the U.K and we are passionate about nurturing fresh and upcoming talent within the fashion industry – whether this is through working with the latest bloggers or spotting the next marketing guru in the making!
We work with hundreds of women across the world, with 70% of global senior management positions in the UK and LA being held by women – a striking contrast to the majority of fashion brands globally. Furthermore, there is no gender pay gap among workers in the same roles, regardless of where they are based around the world.
We are currently experiencing phenomenal growth and there are many opportunities to join our fun and dynamic teams across the globe. Click on our current vacancies or contact our recruitment team, they would love to hear from you!
Head of Retention
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