Head of Retention (f/m/d)

Über uns

Blacklane ist ein globaler Fahrdienstservice und in mehr als 50 Ländern, über 300 Städten und 500 Flughäfen verlässlicher Partner vor Ort. Wir bringen unsere Kunden pünktlich, sicher und zuverlässig an jedes gewünschte Ziel weltweit. Mit unserer innovativen Technologie und der mehrsprachigen Kundenbetreuung koordinieren wir in Echtzeit zehntausende Premium-Fahrzeuge rund um die Uhr. Der professionelle Chauffeurservice von Blacklane ist in über 500 Flughäfen weltweit die ideale Lösung für Ihre Fortbewegung

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Your Challenge:

You will be responsible for developing and implementing strategies to improve our global customer retention including CRM and loyalty performance. You will initiate retention campaigns across various channels and take responsibility for evaluating relevant data for further optimization. This is an important and challenging position with a tangible impact on the company's success.

  • You will maximize Blacklane's revenue by converting users into loyal customers through various retention activities globally.
  • You will manage different customer groups like B2C, B2B, and suppliers.
  • You will conceive and build a loyalty program for frequent business travellers.
  • You will build, lead, and inspire a team o ca.f 3-4 CRM and loyalty managers.
  • You will analyze the user-journey touchpoints in order to identify business opportunities and define retention strategy.
  • You will innovate, develop, manage, and improve transactional emails, newsletter campaigns, SMS and push notifications.
  • You will create high-quality retention campaigns and improve existing CRM strategies, design, and content.
  • You will execute various research surveys across all customers.
  • You will work closely with the acquisition team, SPA (Strategy, Planning, and Analytics), Product, Content, and Design Teams to develop a tailored communication strategy.
  • You will provide input into the development of data segmentation strategies and cohort analysis.

About You:

  • You have at least five years of in-depth experience in a similar role (CRM, direct marketing, retention, customer lifecycle management, etc.). 
  • You have a degree in business or marketing (or similar).
  • You are passionate about creating and improving content and design of retention campaigns.
  • You have a proven track record of executing successful retention programs using email, push, in-app, and other digital channels.
  • You have experience with the premium and luxury customer base around the world.
  • You have a try, fail, win, repeat mentality.
  • You have an excellent eye for creative execution and the ability to understand and design a proposition.
  • You are highly flexible, positive, and resilient with the ability to be innovative and collaborate.
  • You are a team player who can motivate and inspire your colleagues.
  • You have excellent organization and English communication skills, as well as the ability to multitask and prioritize your workload.

More than a Job:

  • We provide training and support for your career development.
  • We have supportive schedules:
    • Work from home days.
    • Flexible hours.
  • We have a supportive environment:
    • Customizable desk configuration.
    • Collaborative spaces.
    • Private space to utilize.
  • Work on a team where your opinions are valued and listened to.
  • Vouchers for free chauffeured rides!
  • Regular self-organized team events.
  • The usual office perks: soft drinks, coffee; beer and cocktails after work on Fridays.