
Retention and Engagement Lead
1 day ago
We are seeking a Retention and Engagement Lead to join our team at Americana Restaurants. As an Assistant Manager, Loyalty & CRM, you will be responsible for developing and implementing retention and engagement strategies to drive customer retention, engagement, and lifetime value.
Key Responsibilities:
- Retention and Engagement Strategies
- Design and execute targeted retention and engagement campaigns (email, SMS, push notifications) that balance customer relevance with brand storytelling.
- Analyze campaign performance to optimize ROI, using insights to refine segmentation, messaging, and timing.
- Loyalty Program Evaluation and Enhancement
- Evaluate and enhance KFC's loyalty program to increase customer engagement and repeat purchases.
- Collaborate with cross-functional teams (digital, operations) to integrate loyalty benefits seamlessly into the customer journey.
- Track loyalty KPIs (enrollment, redemption rates, CLV) and identify opportunities for gamification or tiered rewards.
- Personalized Customer Interactions
- Partner with central CDP teams to build dynamic customer segments (e.g., lapsed users, high spenders) and automate personalized interactions.
- Leverage first-party data to enhance hyper-targeted messaging, ensuring consistency across channels.
- Conduct A/B tests on interaction triggers (e.g., post-purchase offers) and scale winning strategies.
- Brand Alignment and Creative Excellence
- Brief agencies on brand tonality, ensuring CRM/loyalty creatives reflect KFC's voice (playful, bold, customer-centric).
- Develop a library of modular creative assets (templates, banners) for rapid campaign deployment.
- Champion innovation in formats (e.g., interactive videos, GIFs) to boost open/click-through rates.
- Data Analysis and Reporting
- Translate complex datasets into actionable insights (e.g., churn predictors, cohort analysis) to inform strategy.
- Present performance reports to leadership, highlighting wins, challenges, and recommended pivots.
- Collaborate with analytics teams to define tracking requirements and ensure data accuracy.
Requirements:
- Bachelor's degree in marketing, Business, Data Analytics, or related field.
- 4-6 years of hands-on experience in CRM, loyalty marketing, or customer lifecycle management.
- Proficiency in analytics tools (e.g., Google Analytics, SQL) and CRM platforms (e.g., Clevertap, Salesforce, Braze).
- Demonstrated ability to translate data into strategy (e.g., case studies showing improved retention/CLV).
- Experience briefing creative agencies and reviewing assets against brand guidelines.
- Strong project management skills; ability to juggle multiple campaigns and stakeholders.
We are seeking a highly skilled Retention and Engagement Lead to drive customer retention and engagement through innovative retention and engagement strategies.
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