Retention and Loyalty CRM Lead
Retention and Loyalty CRM Lead
About us
Are you looking to join a talented, diverse team focused on a life-changing mission at one of Europe’s fastest-growing tech scale-ups? If yes, then you are in the right place!
We’re one of the UK’s leading tech companies, and have joined FutureFifty 8.0 and been named as one of the Top 50 Startups to work for in 2020
At Elder, our people aren’t just part of a team, they’re part of something bigger. We are a close-knit group on a mission to fundamentally change what it means to grow old.
That starts by helping people live a healthier and happier life in their own homes, with the support of a full-time live-in carer. Our unique matching technology pairs those in need with their ideal carer, based on individual requirements and personality.
About the role
As a Retention and Loyalty CRM Lead at Elder, you will be responsible for developing and executing our CRM strategies to enhance customer engagement, improve retention and enable growth through a robust referral program. This role requires a strategic thinker with strong analytical skills and a deep understanding of customer data and lifecycle management.
Reporting to the Marketing Director and working closely with teams across Elder, you will focus on conveying the unique value proposition of Elder's services to our target audience. Core responsibilities will focus on the following:
BAU Responsibilities:
Working with Customer.IO & our data team, develop a comprehensive understanding of Elder's customers, their needs, and decision-making processes.
Collaborate with the marketing team to develop and implement email campaigns that effectively reach and engage our target families and carers.
Enhancing the CRM journey across email for our family and carer audiences, through optimising the coms flow and messaging.
1st Party Data Strategy:
Develop and implement a comprehensive 1st party data strategy to enhance customer insights and enable personalisation
Ensure data quality and compliance with UK GDPR data protection regulations.
Collaborate with the data team to optimise customer data segments and ensure usage across the organisation adheres to GDPR regulations.
Leverage audiences segments, identify trends, and create targeted email campaigns that align with social media and PR initiatives
Activation & Retention:
Design and execute activation and retention strategies to maximise customer lifetime value.
Develop automated marketing programs (email, SMS, push notifications) to nurture customer relationships and reduce churn.
Work with relevant teams to analyse customer feedback and improve retention initiatives.
Collaborate with product, data, and customer service teams to enhance the overall customer experience on both supply and demand side through email coms
Referral Program:
Lead the development and execution of a scalable referral program to drive customer acquisition.
Identify key metrics and KPIs to measure the success of the referral program.
Create compelling incentives and communication plans to encourage customer referrals.
Monitor and optimise referral program performance through continuous testing and analysis.
Requirements:
Proficient in working with Customer.IO or similar customer data management platforms
Proven experience in CRM, preferably within consumer-facing marketplaces or similar sectors.
Strong analytical skills, with a proven ability to extract actionable insights from data to enhance communication effectiveness.
Ability to work collaboratively within a squad based system, integrating with sales, product/design and other teams.
High adaptability and agility in a dynamic work environment, with a focus on continuously optimising CRM communication strategies.
Demonstrated ability to work effectively in cross-functional teams with an agile mindset, emphasising a test-and-learn approach while maintaining alignment with long-term strategic objectives.
Excellent communication skills, capable of simplifying complex concepts into clear, impactful messages.
Preferred Experience / Nice to have:
Experience with Salesforce and how to sync with Customer.io
Experience with CMS systems such as Wordpress or other web based tools.
Knowledgeable in the field of social care or marketplace technologies, with a keen interest in keeping abreast of emerging trends and capabilities, including AI, that can enhance marketing communications.
Benefits:
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We’re a service business, and we know that without the best people, we cannot build the best company, which is why we treat our team very well. We can offer:
- Competitive Salary + Bonus
- Stock Options (We are post-series B & backed by some of the best VCs in Europe)
- 25 days holiday + bank holidays + (1 extra day of holiday per year worked for first 5 years) (pro rota)
- 6 weeks work from anywhere in the world
- Dental and health insurance
- Hybrid working (2 days per week in our London office)
- E-learning platform (Udemy)
- Sponsored quarterly team and company socials
- Mentoring and coaching programmes to help you achieve your personal and career goals
- Macbook + any particular extras you require
- Cycle-to-work scheme
- AND a genuine opportunity to be a very key part of a high-growth business
Do something you genuinely care about. Join a diverse team of skilled, passionate, and progressive people who like to get on with each other. Work at one of Europe’s fastest-growing scale-up. Apply today.
Elderly care represents one of society’s greatest challenges. Are you ready to be part of the solution? Apply today.
Elder recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status.
London
Our Perks & Benefits
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Getting set up
You’ll get your very own Mac, and if working from home, we can do a quick assessment to ensure you have everything you need - from screens and keyboards to a comfy office chair.
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Hybrid working
At Elder, you can split your time between working remotely and from our HQ, and you can even work abroad for up to 30 days a year.
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Flexible working hours
Not a morning person? Need to pick the kids up in the afternoon? We’ll help you figure out daily hours that work for you and the business. There are only set shifts for our frontline teams.
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Supporting your wellbeing
You’ll have access to free individual therapy and mental health support sessions via Vitality, and the chance to keep fit and beat the commuter crowds with our cycle to work scheme.
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Free drinks and snacks
We stock our kitchen with plenty of fruit and have unlimited tea, coffee and soft drinks to fuel you up for the day. Plus, on Fridays, we keep the beer fridge full to get the weekend started.
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Pay for new parents
Whether you or your partner is having a baby, or you have decided to adopt, we give new mums and dads 12 weeks of flexible parental cover at full pay.
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Rollover holiday time
We all need a good break, so with Elder you’ll get 25 days off a year, plus bank holidays. If you don’t use them all up, you can carry some over to the next year too.
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Pension scheme
Working in the care sector means we know the importance of getting our finances in shape for when we’re older. It’s why we help contribute towards your pension.
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Stock options
You do your share of the work, so it’s only right that you should get your share of the success. Everyone who works here gets the opportunity to own a stake in the company.
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Inspiring learning and CSR
From guest speakers on LGBTQ initiatives and mental health to interactive workshops and weekly spotlights, we love to share knowledge, raise awareness and shake up unconscious bias.
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Growth and personal development
You’ll have access to 100’s online courses via e-learning platforms, the chance to take part in our internal Mentoring Programme, as well as daily opportunities to learn about real-life business in a disruptive scale-up, and grow and contribute beyond your role.
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A jam-packed social calendar
Whether it’s down the pub after work, at your team’s sponsored quarterly social, or at an annual offsite Elder party, you’ll really get to know everyone
at the company. -
Exclusive discounts
From coffee and cinema tickets to phone contracts and Apple gadgets, our Perkbox discounts can help to make your money go a bit further.
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Cycle-to-work scheme
With a fully-flexible cycle-to- work scheme, you can avoid being squashed onto the tube and get the bike you want from the shop you want. For a leaner, greener way to work. -
Referral scheme
Know someone who would be a brilliant fit here at Elder? As an Elder employee, you can earn bonuses each time you successfully refer a new member of the team.
Workplace Culture & Diversity
A vibrant community with care at its heart.
Our people aren’t just part of a team, they’re part of something bigger. We’re a close-knit group on a mission to reinvent what it means to age.
Elder is built around the idea that everyone should keep control, choice and independence throughout their lives. This doesn’t just apply to our customers, but to everyone who works with us too. We’re big believers in giving everyone the space, and the support they need to run with their own ideas, and ultimately shine.
It’s something that’s helped us to evolve a positive and welcoming too. Whether it’s through our weekly company catch-ups, team spotlights, or our social events, bringing people together allows us to celebrate different perspectives, experiences and talents – ensuring everyone feels like a true part of the team.
Retention and Loyalty CRM Lead
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