Senior Customer Development Manager

at  Chester Zoo

OUR REQUIREMENTS

• A relevant degree or demonstrable equivalent experience.
• Experience in developing product positioning and cross channel marketing plans in the B2C space, preferably in visitor attractions or membership charities.
• Strong experience in developing CRM strategy and plans across planned and reactive communications.
• Experience working within CRM systems and customer databases is desirable.
• Experience in growth leadership and end to end customer experience and retention.
• Experience in developing and managing senior stakeholder relationships.
• Experience of leading and managing a team to achieve performance targets.
• Experience in planning and delivering against sets of KPIs, producing regular reports and recommendations.
• Experience of managing budgets and associated analysis and reporting.
• An understanding of, and commitment to, the mission of Chester Zoo.

We now have an exciting new role for an experienced Senior Customer Development Manager. Reporting to the Head of Brand & Marketing, with the support of the wider team, you’ll lead on retention and driving growth from our base across audiences and products.

We’re looking for someone who can:

• Develop our strategy and plans to drive loyalty and LTV across audiences.
• Develop the positioning and branding for new customer products and experiences eg across memberships and adoptions.
• Work with teams to implement plans for customer growth, leading and improving the customer journey across all channels after acquisition.
• Develop and manage CRM programmes to acquire, grow and retain customers
• Lead on relationships with travel trade partners and others third parties to develop new opportunities, building our profile nationally and internationally.
• Drive insight across customer audience groups and products to ensure products are competitive and the end-to-end customer experience is continually improving.