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Job# 38089 BH# 398529
Contact# 6430494

Senior Retention Manager - Remote

The Senior Retention Manager is responsible for the development of a comprehensive Retention, Subscription and Loyalty strategy that influences customer behavior and increases customer lifetime value.

Roles and Responsibilities

  • Lead retention strategy and execution through all marketing touch points 
  • Map a seamless journey that maximizes LTV, including website, email, customer service, direct mail, SMS and physical box
  • Develop a deep understanding of clients and their lifecycle journey through both quantitative and qualitative analysis
  • Lead with data, influence with data, and draw clear narratives 
  • Manage Email Marketing Manager to execute the email strategy (workflows, segmentation, testing, deploying campaigns) 
  • Measure and reportall subscriber KPIs and develop programs to increase subscriber LTV
  • Manage loyalty program enhancements and innovations
  • Influence the organization to deliver on a best-in-class customer experience, providing strong leadership and guidance and driving cross functional alignment
  • Define personalized Omni-channel customer journeys across a customer lifecycle, purchase cycle and life stage, with the goal of driving better understanding, stronger customer engagement and increased sales
  • Bring the external world in: Cultivate network of membership, loyalty, and subscription owners from like-businesses for best practices, new ideas, and what works/doesn't work
  • Lead a personalization strategy and personalized content opportunities for loyalty members and execute segmented campaigns that continually deliver incremental sales
  • A self-starter and proactive, positive thinker

 Position Requirements

  • 5+ years in data-driven lifecycle or subscription marketing for elevated consumer brands, with a track record of excellence