Senior Retention Strategy and Content Manager

About the role

Dyson is seeking a senior professional to shape and deliver distinctive owner experiences across all touchpoints. You will lead the design of end‑to‑end retention strategies, content, and loyalty programs that keep customers engaged throughout the product lifecycle.

Key responsibilities

• Design and execute memorable customer interactions across channels, synchronising owner exclusives, pre‑launches, events and personalised recommendations.
• Identify and remove friction points using behavioural insights and AI‑driven solutions.
• Lead CRM lifecycle strategy, creating CARE journeys, content cadence and upsell/upgrade moments.
• Optimise onboarding, registration and profile enrichment, including unboxing experiences.
• Define and evolve a value stack that drives machine registration, opt‑ins and enriched profiles.
• Incubate referral and loyalty programmes, using RFM segmentation to target advocates.
• Collaborate with e‑commerce, revenue and CRM teams to ensure seamless prospect‑to‑owner transitions.
• Set, monitor and report KPIs, run A/B tests and continuously improve initiatives.

Required profile

• Proven success leading cross‑functional teams (product, data, creative, commercial, engineering).
• Deep understanding of CRM, loyalty and customer‑experience strategies.
• Strong analytical ability to translate insights into actionable plans.
• Exceptional attention to detail and a commitment to enhancing customer value.

Required skills

• CRM strategy and execution
• AI‑driven optimisation
• A/B testing
• Data analysis and segmentation (RFM)
• Loyalty programme design