Customer Retention Strategist

About the role

As a Customer Retention Strategist at Specsavers in Whiteley, you will shape the company’s omnichannel customer experience, turning data into personalised journeys that increase loyalty and lifetime value.

Key responsibilities

• Analyse customer data from multiple sources to uncover meaningful insights and opportunities.
• Develop and implement data‑led CRM and customer‑lifecycle strategies that drive retention and increase customer lifetime value.
• Collaborate with analytics and marketing teams to design, test and optimise personalised customer journeys across digital channels.
• Define clear KPIs, set up testing frameworks and continuously monitor performance to ensure measurable impact.
• Build strong relationships and influence stakeholders across CRM, digital, analytics and global teams.

Required profile

• Proven experience as a Data Analyst, Data Planner or similar role, with recent exposure to CRM strategy development.
• Strong analytical mindset, able to translate complex data into clear, actionable insight.
• Curiosity about customer behaviour and the ability to use data‑driven insight to shape personalised strategies.
• Confident communicator who can influence and collaborate with senior stakeholders.

Required skills

• Data analysis and interpretation.
• CRM strategy development and lifecycle management.
• KPI definition, measurement and optimisation.
• Experience with testing frameworks and continuous improvement.
• Knowledge of digital channels and familiarity with marketing automation tools.