Job Description

Role Overview

The Membership Marketing Assistant represents the voice of our LYMA members, understands our customer's behaviour, and reports upon and shares such findings with the rest of the organisation. They work in close partnership with the Senior Retention Manager, to seek opportunities to enhance and develop Customer Engagement, Product Entanglement and ultimately deliver loyalty and advocacy across the membership base. Equally this role works hand in hand with Concierge, aiding in responding to customer queries, ensuring the team are equipped and briefed on marketing activity and utilising them as a channel to maximise customer satisfaction.

Key Responsibilities

Customer Engagement: Partner with the Director of CRM to design and implement strategies to enhance customer engagement and loyalty. Develop personalised marketing initiatives that resonate with our target audience and foster long-term relationships.
Membership Proposition: Working with the Director of CRM & Membership and the Director of Brand scope, deliver and coordinate LYMAs Membership loyalty programme. In conjunction with the Marketing team deliver value to our members based on content, expertise and brand partnership offerings. Nurturing high value customers to include those driven by both product holding and tenure.
Refer a Friend Programme- Own, lead and manage the refer a friend programme. Develop propositions in alignment with the marketing campaign calendar.
Customer Sentiment: Own the marketing relationship with Concierge. Ensure the team is equipped to answer customer queries that relate to marketing propositions. Track the sentiment through NPS, Trust Pilot and Okendo delivering a monthly customer sentiment report.
Customer Case Studies: Define and deliver a customer case study programme that enables LYMA to showcase customer results and experiences.This will involve delivering customer trials and being the ‘go to’ person for customer content - before and afters and managing the customer interview process.
Email Marketing: Working alongside the Senior Retention Manager, deliver campaign led member engagement communications. Segmenting as appropriate by product holding and value through the CDP platform. This involves direct mail, email, SMS and WhatsApp channels.
LYMA Facebook Community: In conjunction with the Social Media / Digital team - Manage the cadence of LYMA Community content and admin – aligning content with the overall Marketing Strategy.

Qualifications

Previous experience working in a dynamic marketing environment
Proficient working with CDP Platforms - Bloomreach / Klaviyo
Experience using Shopify and GA
Experience in using data to analyse impact on results and use insights to inform future planning
Experience managing a Refer a Friend Platform - Mention Me / Referral Rock
Experience working with Customer review / sentiment platforms - TrustPilot/OkendoProven
Experience in managing a loyalty programme

The ideal candidate will:

Understand the Luxury and/ or Beauty Industry
Demonstrate the ability to develop and execute successful marketing campaigns that drive brand growth and customer engagement, across multiple media and channels
Be experienced in communicating and managing social customer contact
Enjoy working collaboratively with other departments and teams
Have a relentless commitment to representing the LYMA Customer – at all times
Have impeccable analytical and organisational skills
Be committed to delivering exceptional results

LYMA

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