Head of CRM
- Location
- Lewes, England, United Kingdom
cohort payback and the relationship between customer acquisition cost (CAC) and LTV, so that acquisition and retention decisions are made against the same numbers. Data, Insight & Measurement Own the definition of the metrics the business uses to talk about customers - retention, churn, cohort revenue, LTV, repeat rate - so that … customer agenda for retention: exit surveys, cancellation reasons, post-purchase feedback and qualitative work, and turn what comes back into action. Champion the data the business needs to do lifecycle properly, partnering with tech and analytics on customer data infrastructure, identity, event tracking and warehouse reporting. Channel & Programme ...