We are looking for a Head of Retention, responsible for the strategy and execution of customer engagement, experience and retention initiatives to increase the customer lifetime value while providing an always improving and personalized experience.
Who will lead the retention team defining roadmaps, initiatives and priorities, while doing problem solving and thriving in a fast-
paced and execution focused environment.
Trafilea is a global company that builds communities and transformative brands. We own the brands and take care of the entire customer journey, to deliver wow-
worthy experiences that influence and empower millions of people globally.Our culture is fast-paced and dynamic. We are data-
driven enthusiasts, passionate about marketing, exponential technologies and innovation.We have over 150 employees working around the world, connected by the same purpose and core values.
Our support for this new way of working has led to being featured in Forbes and FlexJobs as one of the Top 25 Companies for Remote Workers.
Shapermint, Trafilea’s largest brand, is a shapewear-exclusive, online retailer offering curated styles from top-rated brands.
We’ve grown the brand to 1+ million customers in the first 9 months and are aiming to build one of the biggest communities on body positivity, self-
love & confidence. Our main purpose is to empower women across the world. We are looking for dynamic, dedicated and committed individuals with a strong desire to grow, that can drive the brand forward on its truly exciting journey.
Select, interview, hire and train the talents needed on time to anticipate growth with the help of the talents team.
Inspire the retention team to continually improve results, outcomes quality and challenge the status quo
As a manager and mentor, you will identify growth and development opportunities within the creative team to architect future success
Bridging gaps between different functions, roles and teams involved to be as effective and fast as possible.
Manage the cross-functional strategic planning process, lead conversations with key stakeholders, and develop detailed product roadmaps
REPORTING & METRICS
Effective communication of status of multiple projects, indicators and releases through reporting.
Measure, analyze and improve key metrics that will make us understand the effectiveness of strategies
Constantly dive into campaign performance metrics to surface new learnings and drive continuous improvements to KPIs
Plan, propose and follow up creation with BI team of specific dashboards that will empower and provide the right information and tendencies about the business indicators.
Ensure accurate tracking and reporting of marketing spend within budget; manage budget forecast and variance explanations
SYSTEMS & PROCESSES
Identify, build and communicate main 5 key processes that impact positively our business indicators, speed of implementations or accuracy to ensure future proper implementations and communications.
Implement scrum, agile or alternatives methodology to ensure effectiveness in project accomplishment.
Define, create and organize main documents, information, benchmarks, processes and checklists needed to execute in the right way the expected outcomes.
Build on top of the existing user lifecycle engagement strategy to take it to the next level
Implement conversational strategies looking forward for a global trend to engage with customers
Stay atop the latest trends, CRM best practices, Ad platforms, Ad formats, bidding methodologies and processes related to digital retention marketing
Develop overall retention, engagement and conversation strategies through a multichannel and 360 approach
Manage the email, fb messenger and texting channels ensuring we are not overwhelming the customers with communications and keep it on the most effective way
Define and always improve our social media presence leveraging from their ad platforms to reach our customer base.
Customer segmentation creation, lifecycle and journey mapping.
Translate consumer insights into actionable business opportunities.
Develop cluster analysis to define personalized experiences and approach depending on the type of customer.
Work side by side with our merchandising team to define brands, categories and products to push based on inventory, season or company objectives.
Define plans of communication to push products, brand and category discovery to reach targets of share of sales
Define and create with branding team the needed guidelines for communication, look & feel where needed
Provide direct feedback to the video production team in terms of aesthetics for different blocks and parts of the creatives.
Ensure that the takes is what we were expecting at every point.
Work directly with the team of copywriters to develop great pieces of copy for ad texts and video text that directly connect with the concept, strategy, product and audience.
Ensure we sustain our results aligning with the brand voice and elevatingk the brand