The Senior CX & Retention Marketeer evolves the customer value proposition and drives continuous value for our customers while focusing on growing the value of our customer base and the happiness of our current customers. You have a solid understanding of how to tune the needs of consumers into well-designed multichannel interventions/ campaigns and (service) propositions to increase the value and lifetimes of the customer base.
He/ she will be an integral member of the Marketing team, and is responsible for helping FitForMe grow even faster by building an amazing marketing program for:
1) Retention of customers with a high risk to churn
2) Improving customer loyalty and brand position through CX measures
3) Generate more value through cross- and upsell campaigns (also including lead management)
4) Win back customers that previously decided to quit their subscription
He/she will work closely with the Marketing team, Customer Service team, Product Specialists, and IT in order to better serve our prospects and customers.
Responsibilities
- Fully understand the drivers of customer value and campaign flows to Improve the value of the customer base, develop/optimize our strategy and implement new initiatives.
- Formulating a vision of how FitForMe can grow the value of the customer base in the coming years.
- Lead customer insights development working with data analytics and customer insights research to understand the motives and wishes of our target group and trends and developments in the bariatric field.
- Build – Test, Conduct and improve new propositions and partnerships and (ongoing) campaign flows for growing customer value.
- Closely manage the relationship with internal stakeholders, such as other Marketing team members, Customer Service, Sales, IT, and Finance to successfully bring Customer Value Propositions (CVP) to market and improve existing CVP’s.
- Business owner of all base campaigns; actively monitoring and continuously improving campaign performance.
- Business owner of NPS; actively monitoring the development of NPS and securing the knowledge distribution and follow up to the CS and Sales teams to optimize our customer relationship.
- Work closely with external agencies and internal colleagues.
- Share best practices with other countries.
Functie-eisen
- Master's degree in Business, Marketing, or Technology
- 5+ years of experience in the Marketing domain; preferably responsible for Retention & CX / Base-Management
- Ability to build commercially focused and insight-driven Campaigns and (service) propositions aimed at the customer base
- Experience in working at a subscription-driven company. Terms such as Customer Lifetime Value, retention, churn and customer acquisition costs have no secrets for you
- Proven ability to relentlessly think from the customer perspective and have an outside-in approach
Competenties
- Flexible and able to navigate ambiguity
- Head in the cloud and feet in the mud
- Self-motivated and will constantly seek out ways to help the company with reach and efficiency
- Pragmatic, self-starting, and excellent communicator on all levels (ability to work with multiple stakeholders)
- Goal-oriented, structured, and getting things done mentality
- Ability to present complex information and ideas with clarity, to build understanding and support, in order to get buy-in and prioritization to deliver
- Helicopter view of the end-to-end interdependencies, and is comfortable deep diving on business and technical topics
Arbeidsvoorwaarden
- An ambitious company to which you can make a significant contribution
- An excellent package of employment conditions
- An open working atmosphere with nice colleagues in an enterprising and international environment
- Working in an absolute top location in Rotterdam, near central station
- Healthy freshly catered lunches & fruit and drinks
- A monthly company masseur on location
- egular fun activities & company outings
Bedrijfsinformatie
FitForMe is the global market leader in a rapidly growing niche: dietary supplements for people who have had a stomach reduction. Our mission is to improve quality of life for bariatric patients by delivering the world’s leading bariatric food supplement.
Worldwide, there are more and more people with (morbid) obesity with all kinds of co-morbidities such as diabetes and cardiovascular diseases as a result. To help them improve their quality of life, surgeons perform more and more stomach-reducing surgeries each year. After such an operation, it is difficult to get and absorb enough vitamins and minerals. With FitForMe, patients ensure that the risk of shortages is significantly reduced after the operation, and in this way, we help this target group on the way to a healthier life.
FitForMe's success is based on a combination of a growth market, product development based on scientific research, collaboration with the best production partners, and 120 passionate employees in 32 countries across all continents. Our team is young, diverse, and very ambitious. The atmosphere is informal, with plenty of space to inspire each other and learn from each other.
Our Company Values are Customer First, Integrity, Ambitious, and Team effort. With the entire FFM team we work together to help our customers in an honest, open, and fair way, to make an impact and become better every day and make a difference!
Inclusiviteit en diversiteit
Uiteraard staat deze vacature open voor iedereen die zich hierin herkent. We geloven dat diverse teams van belang zijn voor ons als lerende organisatie, die voorop wil blijven lopen in de wereld van werk. Want juist verschillen tussen mensen zorgen voor groei. Van collega's, klanten, kandidaten en daarmee van Yacht. Heb jij een uniek talent? We ontmoeten je graag.