Senior Retention Strategy and Content Manager

Responsibilities

• Design and Deliver Distinctive Owner Experiences
• Lead the creation and execution of unique, relevant, and memorable customer interactions across all channels
• Synchronize key initiatives-owner exclusives, pre-launches, events, personalized recommendations, and unique services-to 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 journeys-registration, account creation, and profile enrichment-across 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.
• #LI-CY1

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Company Intel

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