Digital Customer Retention & Loyalty Lead at Coca-Cola

ABOUT YOUR NEW JOB

Achieve and sustain digital channel customer retention by ensuring service levels are maintained (customer satisfaction) whilst implementing customer loyalty strategies that not only retains existing customers but also drives the Net Promoter Score (NPS) for all digital Platforms, as a key driver of Digital Route to Market (RtM) for CCH.

YOUR NEW KEY RESPONSIBILITIES

• Adopt a test and learn methodology, working closely with BSS team, to enhance our communication journeys (tools & processes) to improve retention metrics.
• Implement loyalty programs (group & local); including tech specs, KPIs, and roll out.
• Manage Change Management & retention communications (email, SMS, DM) ensuring the quality of content and adhering to all Brand, Legal and Compliance guidelines and leading on all comms changesDrive communication creative development (collaborating with Marketing & other
• stakeholders) — accurate, comprehensive, and clearly targeted briefs for creative agencies where needed.
• Support deployment of digital platforms/capability & roll out.
• Drive operational KPI reporting per platform post go-live, towards achieving year business plan.
• Manage External vendors and Service Providers (e.g., Digital Marketing, Suppliers, 3PL/LMD partners etc.) relative to key platform operations

DO YOU HAVE THESE SKILLS?

• Business acumen
• Agile leadership/Project Management
• Innovation Management
• Customer Focus
• Use of Analytic tools like Excel & Power BI
• Build and Manage user
• network/community/ecosystem
• Strong Analytical Skills
• Influencing skills
• Building Effective Teams
• Managing Diversity

WHAT YOU NEED TO BE SUCCESSFUL
Education/Knowledge/Experience

• University Degree in a Business area or IT5-7 years of experience in Commercial, e- Commerce Operations, Logistics, or other Commercial related Function
• Experience of working with internal or external agency & Service vendors.Experience of customer targeting, test and learn programsDirect, relevant experience of managing customer communication programs, campaigns and offers across channels.