Responsible for the end-to-end process of all customer-facing Retention activity both offline & online stores.
Create, develop and execute CRM marketing strategy, calendar, and process.
Identify opportunities to drive incremental revenue from existing customers at key stages of their relationship with PUMA
Increase emotional engagement with existing customers to increase repeat purchase rates and Lifetime Value
Identify opportunities to grow the database; in valuable customer segments
Responsible for any loyalty driving initiatives including customer competitions, partnerships, and giveaways
Report on activities against core KPI’s and feeding back recommendations to key stakeholders for optimal performance.
Create monthly and seasonal decks to present back to key stakeholders, making recommendations on future strategy
Full ownership of all email execution, planning, and improvements
Develop personalized email strategy Develop a test & learn plan for optimizing targeting, creative and CRM messages. Understand how to validate the results and how to act upon findings in coordination with overall customer behavior