Head of CRM and Retention Marketing

Papier, purveyors of an eclectic emporium of stationery and desk products that invite curiosity and contemplation, is looking for a Head of CRM and Retention Marketing.

Reporting directly to the CMO, you will be responsible for building impactful customer retention and loyalty channels and programs, particularly through refining and executing a robust email, SMS and repeat customer program with a strong focus on personalization, segmentation, customer journeys and creative strategy. You will be responsible for defining the lifecycle marketing roadmap, along with analysing and achieving new repeat customer KPIs as well as leading and developing a team to support your efforts.

We are looking for someone with deep understanding of and personal experience running lifecycle and retention initiatives in the US. Please apply only if relevant

It’s an exciting time to join Papier, particularly as we ramp the business in both the UK and the US. This is a critical role with a chance for fast, outsized impact.

WHAT YOU’LL DO:

• Work alongside the CMO to scale a new vision for lifecycle marketing focused on catalyzing retention and growing customer LTV
• Develop a roadmap for testing retention strategies, with specific focus on retention marketing, with clear KPIs including growing LTV
• Analyse retention and lifecycle performance and identify & deliver both quick wins and longer-term optimization improvements
• Work with our business insights and finance team to develop models that drive lifecycle and retention decisions, enabling us to execute more targeted, relevant, and personalised campaigns
• Drive Optimization: growth through continuous testing, customer segmentation, creative partnership, landing page optimization
• Analyse and refine key audience segments to identify opportunities for increased engagement, open rates, click through rates, revenue, etc
• Develop monthly and annual forecasts for Repeat Orders
• Own the reporting of Repeat KPIs and effectively communicate them to the wider business
• Manage the retention marketing budget, setting CPRO targets and working with the Performance Marketing team to ensure targets are adhered to
• Work cross-functionally with Performance Marketing, BI, Insight, and Technology teams to effectively deliver your strategy
• Collaborate with other internal teams on shared projects to achieve the most impactful customer journeys possible, including a harmonious brand voice and strategy across all marketing channels
• Oversee team QA to ensure all associated creative assets and media is executed and delivered flawlessly, with a focus on emails or SMS messages
• Build and execute a strong referral and loyalty strategy
• Manage, develop and lead a small but mighty team, ensuring they can execute the strategy successfully, and have actionable development plans in place.

Requirements

• 6-8 years of relevant customer marketing experience in an eCommerce environment, with proven experience managing a team
• Deep experience and expertise running lifecycle and/or retention initiatives in the US
• Analytically minded with a strong understanding of retention and marketing KPIs, as well as attribution and cohort analysis
• A strong overall CRM platform technical skills with Braze.
• Proven success record in creating and scaling strong email/SMS strategies and programs
• Strong experience in owning roadmaps, budgets, and forecasts
• A fast learner who can climb the learning curve with speed coupled with a bias for action
• Agile and adaptable, a leader who is not afraid to roll up your sleeves to get it done and quickly
• Strong sense for creative strategy in the email and SMS channels
• Have strong communication and collaboration skills, with the ability to impart information in a clear manner, and effectively work cross-functionally
• Are a proactive and flexible self-starter who thrives off ownership and responsibility
• Experience in managing and nurturing teams. A team leader who champions best practice and can build a high performing team.

Benefits

• We recognise the need for a work-life balance and offer a hybrid working model of 3 days in the office at Maison Papier, our lovely Camden office.
• 25 days annual leave per year + buy an extra five days.
• 20 days per year to Work from Anywhere.
• Private medical and rewards scheme with Vitality Health (including 50% off gym memberships with Virgin Active, Pure Gym and more).
• Enrolment into the Papier Pension scheme through the People Pension.
• Enhanced parental leave policies.
• Cycle to work loan scheme.
• £75 personal stationery allowance, and £150 to spend on our Occasion stationery for a lifetime special event
• 40% staff discount along with a family and friends discount.
• Papier with Purpose. We give back to the community and offer 2 days paid per year to volunteer for a cause you/we care about.
• Constant access to mental health, well-being resources and support from our in-house first aiders.
• Weekly team lunches & regular cultural trips.
• Our pooches are a part of the Papier team and you may see them from time to time in Maison Papier.
• Inclusive and friendly team who will make you feel welcome from day one.

At Papier, we believe that the diverse perspectives of all paper people deserve to be celebrated. A creative and curious community, we strive to be inclusive and equitable to all. We’re an equal-opportunity employer and do not discriminate against any employee or applicant on any grounds. From hiring processes to day-to-day business, we aim to create an environment that is accessible and safe for everyone. We’re always working towards building a balanced and supportive workplace, with policies and ways of working to ensure everyone can make the most of their time with at Papier.