Senior Manager Customer Retention Strategy

About The Role:

Key Responsibilities

• Design and Deliver Distinctive Owner Experiences
  • Lead the creation and execution of unique relevant and memorable customer interactions across all channels
  • Synchronize key initiativesowner exclusives pre-launches events personalized recommendations and unique servicesto drive engagement and retention.
  • Identify and remove bottlenecks (e.g. multiple emails at sign-up) applying Behavioral insights and AI-driven solutions to continuously optimize.

• Lead CRM Lifecycle Strategy
  • Design CARE Lifecycle Journeys to help owners get the most from their Dyson across their 2-3 year lifecycle
  • Create relevant content define communication cadence based on needs of each SKU.
  • Integrate S&A in Customer Lifecycle
  • Collaborate with Revenue functions to create Upsell/X-Sell/Upgrade moments

• Drive Opt-In and Registration
  • Optimize onboarding journeysregistration account creation and profile enrichmentacross all touchpoints (including unboxing and accessories).

• Expand Owner Value Proposition
  • Define and evolve a compelling value stack that incentivizes machine registration opt-in and enriched profiles.
  • Identify key drivers that motivate portfolio growth and deeper engagement.
  • Incubate and activate referral and loyalty programs.
  • Use customer data and RFM segmentation to identify advocate segments deepen relationships and amplify recommendations (e.g. Owners Squad).
  • Support trade-in programs and churn reduction initiatives.
  • Collaborate with CRM Strategy lead on propositions to incorporate into CARE Lifecycle.

• Build Owner Advocacy
  • Brief and direct 360 owner campaigns explore UGC and in-app opportunities and deploy effective SEO tactics.

• Partner Across Functions
  • Collaborate with E-Commerce and CRM teams to transition prospects to owners and ensure consistent unified journeys.

• Own Measurement and Continuous Improvement
  • Set and monitor KPIs ensuring always-on satisfaction tracking.
  • Lead A/B testing and data-driven enhancements to scale successful initiatives.

About You:

• Proven success leading cross-functional teams (product data creative commercial connectivity engineering).
• Deep understanding of CRM loyalty and customer experience strategies.
• Strong analytical skills; able to translate insights into clear actions.
• Relentless attention to detail and commitment to improving customer value.

Dyson is an equal opportunity employer. We know that great minds dont think alike and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race colour religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other any other dimension of diversity.