Head of Retention Marketing - 6 Month Contract - UK

Papier, purveyors of an eclectic emporium of stationery and desk products that invite curiosity and contemplation, is looking for a Head of Retention Marketing for a 6-month contract assignment based in the UK or US.

Reporting to directly to the CMO, you will be responsible for building this growth channel 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 have a team of two (Retention Manager and Retention Senior Associate) and be responsible for defining the retention marketing roadmap, along with analysing and achieving new repeat customer KPIs.

It’s an exciting time to join Papier, particularly as they 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:

• Analyse retention performance and suggest improvements and both quick wins and longer-term optimizations
• Develop a roadmap for testing retention strategies, with specific focus on retention marketing, with clear KPIs.
• Work with the Data Science team to develop sophisticated models that drive campaign 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 clients to achieve a harmonious brand voice and strategy across all marketing channels
• Oversee team QA to ensure emails or SMS messages are executed flawlessly
• Manage, develop and lead a team of two (Retention Manager and Retention Senior Associate), ensuring they can execute the strategy successfully, and have actionable development plans in place.

Requirements

WHO YOU ARE:

• As a guide, 5+ years of relevant customer marketing experience, ideally in an eCommerce environment, with proven experience managing a team
• 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 channel
• 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.
• Ideally an understanding of retention differences between US and UK.

Benefits

What you'll get:

• A seat at Maison Papier, our lovely Camden office (hybrid working pattern of 2 days p/week in the office)
• 25 days annual leave per year + the ability to buy an extra 5 days
• 20 days per year to Work from Anywhere
• Private medical and rewards scheme with Vitality Health
• 50% off gym memberships with Virgin Active, Pure Gym and more
• Enrolment into the Papier Pension
• Enhanced parental leave policies
• Cycle to work loan scheme
• £40 per month cultural allowance to spend on anything inspiring!
• £75 personal stationery allowance, and £150 to spend on our Occasion stationery for a lifetime special event
• Generous staff discount
• 2 days paid per year to volunteer on a cause you care about
• Access to mental health & wellbeing resources
• Weekly team lunches & regular cultural trips
• Dog-friendly office
• Friendly and fantastic team!

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 through 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 to ensure everyone has the opportunity to make the most of their chapter at Papier.