About the job
As the Retention & Loyalty Marketing Manager at OSEA, you will spearhead the evolution of our CRM and lifecycle marketing landscape, encompassing email, SMS, direct mail, loyalty, and subscription initiatives. Your pivotal role will focus on enhancing customer relationships, fostering repeat purchases, and maximizing long-term customer value.
The ideal candidate will be a collaborative team player who thrives in a dynamic, high-impact, and cross-functional setting. You will proactively pinpoint opportunities for improving retention metrics, execute impactful A/B tests, and continually refine the end-to-end customer experience across our organization.
Key Responsibilities:
Channel Management:
- Design and execute a strategic calendar for email, SMS, and direct mail campaigns aimed at engaging and retaining our customer base.
- Develop and implement automated campaigns that effectively communicate our brand's message and drive conversions to meet established goals.
- Segment customer lists based on behavior, demographics, and preferences to facilitate highly targeted communications.
- Monitor, analyze, and report on performance metrics, offering actionable insights to optimize campaigns and automated messaging for continuous improvement.
Subscription Program Management:
- Oversee and enhance our subscription program to drive customer acquisition, retention, and lifetime value.
- Work collaboratively with cross-functional teams to enrich subscription offerings and improve the overall customer experience.
- Implement strategies to minimize churn and elevate customer satisfaction within the subscription framework.
Loyalty Program Development:
- Lead the ongoing optimization and management of the Sea Rewards loyalty program to bolster customer retention and lifetime value.
- Create and implement innovative point-based reward structures, exclusive perks, and personalized incentives that deepen customer engagement and encourage repeat transactions.
- Analyze loyalty and customer data to derive behavioral insights, translating these findings into program enhancements to boost participation, engagement, and overall performance.
Customer Journey Mapping:
- Develop detailed customer journey maps to pinpoint critical touchpoints for effective communication.
- Implement strategies that guide customers throughout their lifecycle, from acquisition to advocacy.
- Collaborate with other teams to ensure a seamless and consistent customer experience.
- Analyze behavioral touchpoints to optimize and enhance the customer retention rate.

