Digisap Solutions supports professionals in personal services (companies, craftspeople, self-employed) in their digital transition, with personalised digital solutions 🤝✨

Our approach combines human proximity and technological innovation, driven by teams of passionate experts. 🚀🧠

We value diversity, a source of creativity and richness for our company culture. 🌍❤️

Join us in building together a future where proximity, innovation and expertise are at the heart of everything we do!

The Marketing Department is recruiting its Head of Customer Retention & Value.

Reporting to the Chief Revenue Officer, you own the structuring and performance of the Customer Performance & Retention activity. Your impact is direct on the churn rate, the revenue saved and customer lifetime value.

Your missions:

1. Customer Journey, Adoption & Experience

• Define and deploy the onboarding, engagement, loyalty and retention strategy.

• Build the roadmap for improving customer journeys.

• Identify friction points, churn risks and levers for optimisation.

2. CRM, Lifecycle Marketing & Communication

• Define and manage the annual customer communication plan.

• Design CRM journeys, automated campaigns and activation programmes.

• Personalise communications according to behaviours, segments and usage.

3. Retention & Customer Growth

• Structure and manage retention and portfolio preservation programmes.

• Work in close collaboration with Customer Success, Revenue Operations and Product Marketing.

• Maximise the contribution of customer programmes to revenue saved and growth.

4. Function Structuring & Analytics

• Define the target operating model, roles and responsibilities.

• Formalise governance, rituals and performance indicators.

• Build dashboards and analyse usage, engagement and retention data.

Profile:

You are a Customer Marketing / CRM / Lifecycle leader, with a proven track record of structuring and impact on retention and customer value.

You bring:

• 10 to 15 years of experience in Customer Marketing, CRM, Lifecycle Marketing, loyalty or customer retention.

• Significant experience in defining and executing engagement, adoption and retention strategies geared towards portfolio growth.

• Solid expertise in CRM, marketing automation, customer engagement and community management.

• Strong business sensitivity: results orientation, mastery of retention and LTV, ability to measure ROI.

• Cross-functional leadership: you know how to coordinate Marketing, Customer Success, Product and Revenue Operations.

• A profile that is both strategic and hands-on, able to structure a function while delivering concrete results.

Benefits and Advantages:

Attractive salary and benefits package (Salary range: €80K-€90K)

Professional development opportunities and continuous training

Team events and a friendly working atmosphere

Remote working possible (2 days/week), Social and Economic Committee, company health insurance, meal vouchers