Senior Customer Development Manager - Enterprise House, Ashford
Grade: B
Come and join the number one food service company in the country…
With a turnover of over £2.6bn, Brakes Group is a leading supplier to the foodservice industry in the UK, Ireland, France and Sweden. The group comprises a family of specialist businesses which are able to deliver everything the caterer needs, including their very successful own brand ranges developed specifically for chefs.
Role Requirement
A pivotal role in our commercial strategy to Gain, Grow & Retain our customers. Your responsibilities will include customer lifecycle management, ownership of insight & analytics and strategically improving retention. All elements requires constant focus and development. As Senior Customer Development Manager you will be responsible for driving customer retention across the lifecycle backed up by customer experience, data & insight, direct to customer communications, contact strategy and reporting. Driving continual engagement of the activity and results to improve retention.
Key Responsibilities

• Create, implement and manage an effective customer retention strategy that will maximise value and minimise churn
• Responsible for implementing a culture of ‘never knowingly lose a valuable customer’ across the business
• Subject matter expert in customer data, analytics and insight to underpin all activity
• Manage a team of analysts working within a world class insight and analytics agency Aimia
• Design retention campaigns and propositions to drive benefit from the customer base
• Continually evaluating retention tools used by our colleagues and leading any developments and education
• Own the customer lifecycle contact strategy across channels, providing data and customer focused training to deliver performance and efficiencies
• Engaging the wider business in retention activity and informing the business on the insights and ROI driven from the strategies
• Candidate Attributes
• Experience in delivering detailed cross departmental initiatives
• Deep understanding of customer retention metrics and measurements
• Focused on using analysis and insight to drive change and performance improvement
• Knowledge and experience of retention tools and initiatives
• Great communicator with the ability to influence others
• Ability to simplify the complex and educate others
• Ability to lead a team internal and external

Technical Skills/Requirements:

• Knowledge of marketing automation and bespoke platforms
• Good understanding of data modelling i.e. predictive behaviour data
• Project management or excellent organisational skills
• Excel and formulas