Job description
Our client is looking for a Manager of Retention Strategy to join their team. As the Manager of Retention Strategy, you'll uncover strategic insights, evangelizing retention and customer-first decisions, and proactively identify and communicate retention trends on a regular basis to support our Retention strategy.Responsibilities:
- Research and data analysis, drawing actionable insights from raw data and information to help further our Retention KPIs
- Work cross-functionally, partnering with multiple teams across the business to execute our Retention efforts, including: Consumer Insights, Analytics, Product, Marketing
Channel Owners, Product Marketing, Operations, Customer Experience, and more
- Develop and implement comprehensive retention strategies across multiple touchpoints, leveraging data-driven insights to maximize customer lifetime value
- Develop actionable business cases for high value retention opportunities, including segmentation and targeting test strategies to engage users with a combination of content and user experience across web & app touchpoints
- Develop a deep understanding of our retention behavior of customers and monitor key performance metrics related to our initiatives to inform decision making
- Proactively communicate performance on retention KPIs and goals with the business, inclusive of the executive team
- Identify trends, risks, and recommendations to leadership and cross-functional teams, in order to adjust operational strategies in real-time and support the development of new retention initiatives
- Perform quantitative analysis combined with qualitative insight gathering to create actionable recommendations across the organization that increase customer retention
- Partner with Analytics to uncover leading indicators of customer churn and identify those trigger points in the customer journey
- Partner with our Consumer Insights & CX teams to identify customer insights
- Build strong relationships with marketing partners and product category stakeholders
- Excel at project management to ensure projects move forward on time and with minimal friction from all stages from pre to post launch
Skills/Qualifications:
- The ideal candidate will have at least 3 years of experience in retention or customer strategy, a strong business intuition, possess a love of problem solving, and a proven
track record of maintaining high output and growing effective customer-focused retention programs in a fast paced environment
- Relevant work experience in retention, business strategy, customer marketing, marketing strategy, or analytics with proven ability to develop successful retention marketing strategies and results
- Deep interest in research and data analysis, with a proven track record of drawing actionable insights from raw data, inclusive of Excel (or equivalent data visualization tools)
- Direct Retention-focused Analysis or Marketing experience identifying and monitoring key performance indicators
- Self starter and naturally curious mindset with a hunger to dig into problem solving
- Strong cross functional relationship builder
- Excellent project management and prioritization skills and strong attention to detail with the capability to work on multiple campaigns/initiatives simultaneously
- Outstanding communication and ability to problem solve with minimal guidance in a fast-paced, deadline-driven, and team-oriented environment
- Ability to drive projects forward in an environment that could lean ambiguous
- Has a bias for action and are willing to move through the clutter to get to an output quickly and efficiently
We are proud to be an equal opportunity employer.
