Customer Retention Manager - MR PORTER en MR PORTER

Customer Retention Manager – Mr Porter 

Location: London Westfield 

Department: Mr Porter Customer team 

Reporting into: Customer Director 

Direct Reports: 3 (5) 

Besides a competitive salary, we can offer you:  

• Performance bonus schemes dependant on the type of role you are in  

• A pension that both you and the company contribute too   

• A portal with an array of discounts on things like theme park and cinema tickets  

• Our famous staff discount along with exclusive staff sales  

• Private healthcare for you and your family  

• A chance to be part of a fun and caring team that support each other   

Here is a breakdown of what you’ll be doing:  

• Own and develop our Customer Retention Strategy, from on-boarding, to loyalty to win-back, focusing on our high value and high-potential customer cohorts.  

• Define and execute how our current channels orchestrate customer communications to deliver against business and channel targets 

• Build segmentation across digital and offline touch points to drive customer engagement and sales 

• Leading the customer insights team to measure impact and end to end customer satisfaction and identify areas of opportunity  

• Design intelligent lifecycle journeys across key moments: first purchase, gifting, win-back, life celebrations, etc.  

• Lead and optimise the MR Porter Loyalty Rewards programme: 

• Own the development and enhancement of the program to drive continued engagement and repeat purchase 

• Build the rewards program to grow our most valuable segments, plus incentivise customer mobility to increase annual spend into lifelong loyalists 

• Work closely with MR PORTER’s Personal Shopping and Client Relations teams to co-develop high-touch, data-informed experiences for top-tier clients 

• Translate insights from client-facing teams into scalable digital initiatives that preserve intimacy while increasing reach. 

• Collaborate on private events, bespoke communications, and curated digital and physical campaigns for high-value and stylistically discerning clientele 

• Collaborate closely with the Brand and creative team to re-develop our email content strategy focused on retaining and reactivating the customer base through a customer centric approach which are highly personalised and customer relevant 

• Partner with the Martech, Growth and Analytics to ensure the Martech stack fits the CRM & Loyalty needs, supporting the delivery of the technology roadmap 

• Lead relationships with creative colleagues to ensure channel-relevant, best-practice CRM creative utilisation, that is most effective in engaging targeted audiences 

• Monitor and analyse customer performance (RFM, LTV, Churn, CSAT, NPS and engagement) with clear learnings, actions and insights for continual optimisation  

• Align priorities and support regional team initiatives 

• Cultivate and maintain strong relationships with teams across MR PORTER, including wider Customer Team, Buying, Brand and Creative, UX/ Tech and operations. 

The type of person we are looking for:  

• Min 4 years of experience in a similar role in luxury / fashion 

• Advanced knowledge of Customer Marketing Channels, with a deep understanding of audience segmentation and personalisation strategies to enhance performance 

• Experience using Google Analytics or Tableau 

• Extremely detail-oriented, deadline driven, and able to multi-task. 

• Excellent communication skills and ability to present complex initiatives clearly and confidently to senior stakeholders across the business. 

• Collaborative attitude to build a strong relationship across the business. 

• A creative flair and ability to think of new ideas and creative projects. 

• Proven ability to work quickly and effectively with an eye for detail. 

• Excellent organisational skills. 

• Flexible attitude and ability to work in a fast paced and reactive environment.