Company Name:

Country's Leading Audio Entertainment Company

Location:

New York, New York

Approximate Salary:

Not Specified

Job Category:

Market Research

Industry:

Strategy

Date Posted:

November 19, 2017

Director, Customer Retention Marketing

The role of the Saves Retention Senior Manager/Director is to drive performance by understanding customer and competitive insights, being our resident expert on current save performance and also being the thought leader on how to drive further improvement through offer optimization. The Saves Retention Senior Manager/Director will initiate analysis of Segmented Saves results and offers, and work in tandem with the CRM Retention team and the Call Center Operations team to optimize performance. Will consider candidates at both the Senior Manager and Director level based off experience. Duties and Responsibilities:Lead analysis of Segmented Saves customers and segmentation results, and articulate their behaviors and motivations in order to drive higher Saves rates and higher revenue/Save.Provide insights to develop and recommend segmentation/offer strategies.Develop analytical plans that fill knowledge gaps on how to create the highest contribution and retention of Segmented Saves subscribers.Support continuous improvement through the measurement of in-market performance with customer communication and investment choices.Identify opportunities for enhancing customer experience while minimizing the cost to serve.Partner closely with call center operations teams to assist in implement programs and track offer and overall center performance Innovation & Long-Term GrowthIdentify and value customer and market opportunities to help develop and inform marketing and innovation choices for Segmented Saves.Support the team in the development of a portfolio of innovation opportunities that aid in driving Segmented Saves/customer retention.Act as the voice of the customer with category and cross-functional teams, ensuring customer insights are at the forefront.Economically assess long-term value creation and eliminate waste in marketing and investment choices for the segment and its initiatives. Knowledge - Skills & AbilitiesSynthesis - Assess Segmented Saves improvement opportunities through the synthesis of syndicated and customer primary research data (landscape assessment, analyses of syndicated data, quantitative assessment of trends, forecasting). Identify opportunities for upsell/cross-selling.Communications Development - Develop and qualify insights that drive impactful customer experience and journey in call centers.Excellent ability to communicate concisely the key learnings that will drive business action.Entrepreneurial, resourceful and comfortable operating without a high level of structure.Multi-tasking - Ability to work effectively in a high-paced environment that embraces change and value creation.High level of curiosity, self-motivation and resourcefulness.Humility, integrity, professionalism, and respect for others. Supervisory Responsibilities:None Minimum Qualifications:Bachelors Degree with focus on Marketing or related field, or equivalent experience required.Minimum 7-10 years of marketing experience, preferably in a subscription business. Minimum 10+ years of experience to be considered for Director role.Some call center experience (direct or indirect) preferred, but not required.Strong strategic thinker able to evaluate and understand complex customer scenarios and interactions. Requirements and General Skills:Proven ability to analyze, understand the business and achieve results while balancing and prioritizing work on multiple projects.Must be able to communicate / interact effectively with all levels of management while operating in a complex and rapidly changing environment.Exhibit strong verbal and written communication skills, public speaking & presentation skills and excellent interpersonal skills.Ability to operate independently and in a matrixed team environment and take initiative and follow through on projects to achieve organizational goals.Demonstrate excellent attention to detail and an ability to prioritize in a highly fluid, fast-paced environment.Must have legal right to work in the U.S.Technical Skills:Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).Working knowledge of SQL

Company Name:

Country's Leading Audio Entertainment Company

Location:

New York, New York

Approximate Salary:

Not Specified

Job Category:

Market Research

Industry:

Strategy

Date Posted:

November 19, 2017

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