OUR COMPANY CULTURE 💙
People are at the heart of ManoMano’s culture around our 3 core values : boldness, ingenuity and care.
The ‘Customer Retention team’s mission is to convert qualified visitors into profitable customers, our main objective being to maximize customers’ lifetime value. We are looking for a Senior Lead Loyalty to structure and deliver our loyalty and generosity strategy. To support Manomano long-term growth and profitability, we need to enlarge and smartly retain our base of recurring customers.
If you love managing cross-functional stakeholders, driving projects forward to deliver measurable and strategically meaningful results, solving problems, then this role is for you.
The candidate is expected to design and run an end-to-end roadmap from strategy to operational execution, and will also manage the App Product Marketing Manager
Your main tasks will include:
Your main tasks will include:
Be the housekeeper of Manomano Customer knowledge, working in harmony with our customer and loyalty data analyst
- Structure customer analytics vision and understanding
- Impersonate Manomano customers across the company, know by heart all key customer figures
- Refine customer-related OKRs
- Identify and size drivers of growth (optimization & pain points resolution), proactively provide recommendations
Structure Manomano generosity and rewarding strategy to maximise customer Lifetime value
- Build and animate an attractive and profitable strategy to accelerate the growth of our recurring customers base (including Customer Segmentation, animation plan of ad-hoc commercial activations) driving the sacro-saint revisit / engagement / repurchase virtuous circle
- Design a differentiated strategy by customer segment with an attractive storytelling and value proposition, collaborating closely with CRM and commercial animation teams
- Work specifically on app commercial activations with App Marketing manager, as App is our #1 retention flagship
- Collaborate closely with country managers to ensure we deliver the best loyalty value proposition adapted to each country
Own Manomano B2C mobile app marketing strategy, execution & performance with the support of cross-functional stakeholders
- Identify acquisition and retention opportunities across channels to achieve our mobile apps growth objectives
- Orchestrate our app’s go-to-market strategy: design the go-to-market actions and timeline with stakeholders to have an efficient ramp up our app in new countries
- Build and execute the App commercial animation strategy (promotions, couponing, loyalty approach…)
Explore new innovative opportunities to develop loyalty strategy
- Iterate to progressively build an attractive and profitable Loyalty approach, finding out the best mechanics to drive both customer stickiness and company profitability : cashback, cagnotting, coupons, exclusive services…
- Collaborate closely with data analysis expert to build robust financial modelling
- Collaborate closely with product team to deliver a first MVP then iterate to build the phasing roadmap
Track performances and constantly seek for improvements
- Build with our customer data analyst a long-lasting and strong monitoring on all operations to make sure we learn from our past insights and constantly test & learn to build the future of loyalty
- Ensure we regularly o- ptimize our activations to maximize the business impact of your scope
Crave for customers’ feedback and market insights (obsession for innovation, benchmarking…) to constantly test new ideas
→ Your job will have a considerable impact on ManoMano’s growth and profitability
REQUIREMENTS - PLEASE READ CAREFULLY
Background
Business background, bac + 5 or equivalent
5-7+ years experience, of which 3+ years of hands-on experience on Customer marketing, Loyalty, CRM problematics
Proven experience in retail / e-commerce sector, especially on customer marketing, CRM and / or loyalty problematics, Marketplace experience is a plus
Skills
Leadership and ability to animate and manage a community of experts across a large and complex organization
A strong analytical, clearly structured & detail-oriented mindset with a passion for constant optimization
Full autonomy in problem solving
The ability to synthesize and explain problems, analyses and solutions
SQL knowledge is a plus
Mindset
- Creativity and out of the box thinking to create a real difference on our value proposition, identify solutions & shortcuts
- Ability to evolve in a very fast-paced environment and to juggle between short term requirements and long-term vision
- Pragmatism and ability to prioritize
- In our retention team, joyfulness, humour as well as humility and transparency add up to Manomano values (Boldness, Ingenuity and Care)
#LIremote
What we offer at ManoMano:
At ManoMano we are dedicated to building an inclusive and diverse workforce where each individual can grow.
We respect and value the richness of varied cultures, perspectives, skills and experiences within our teams which is why we are looking for talented people from all backgrounds.
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To exercise these rights or if you have any questions about the processing of your data under this scheme, you can contact our data protection officer by writing to dpo@manomano.com.
If, after having contacted us, you feel that your "Data Protection" rights have not been respected, you may submit a complaint to the CNIL.
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