Job Listing: Customer Retention Manager

Our client, a large wireless electronics company, is looking for a Customer Retention Manager. This person will be responsible for developing and overseeing the implementation of marketing customer retention programs with the objective of reducing customer churn, increasing customer satisfaction, and positively impacting subscriber loyalty.

Core Responsibilities Include:

* Developing annual retention marketing plans including creative strategies, communication strategies, offer strategies and media tactics.

* Conducting segmentation of customer base to gain insights on retention and customer satisfaction drivers.

* Initiating discovery of policies, processes and communications that impact customer loyalty and make actionable recommendations to improve.

* Designing and implementing customer retention and customer loyalty tactics including advertising, direct response, telemarketing, bill messaging, bill inserts, bill envelopes, email, win back campaigns, cross channel and ethnic marketing.

* Creating and implementing retention testing campaigns including creative, offer, and message testing.

* Tracking campaign results, analyzing data, and assessing the effectiveness and profitability of retention campaigns. Developing modified strategies based on data and analysis.

* Evaluating and analyzing competitive markets retention strategies. Conducting best-in-class benchmark studies, both in and out of industry, focused on customer retention.

* Tracking costs, cost per save, customer satisfaction and churn performance versus budget and make mid-course corrections to meet or exceed plan goals.

* Developing and distributing customer retention communication materials for Customer Care and Retail personnel.

* Conducting customer satisfaction surveys with existing customers and customer retention surveys with customers who have voluntarily churned and benchmark results

* Conducting customer marketing research related to retention when necessary.

* Assisting in the implementation of CRM and database management as related to customer retention.

To be qualified for this position, individuals should have experience with Customer Care, Customer Retention and Consumer Marketing. Individuals will also have to have strong strategic skills including evaluation and development of business goals; strong data manipulation skills and significant experience querying large databases. Individual must be able to not just understand how to answer complex business questions with data, but be able to extract, clean, and analyze large and complex data sets, potentially from multiple disparate data sources. Individuals will also have to have strong communication skills with peers, managers, and Sr. Leadership. Qualified candidates will have 5 to 8 years of experience.

Required Skills for Customer Retention Manager Job:

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