Manager, Infotainment Strategies and Programs

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We are looking for a contractor for a 6 month with the possibility of extending longer, contract. The right person will have experience with retention marketing campaigns, hands on channel or program management,in a subscriber based organization Additionally, CRM experience a huge plus as well. Email

Position Summary:
Key lead and subject matter expert for retention marketing strategies & programs. Develops, implements and measures targeted marketing strategies and programs to reduce churn, improve payment rates and facilitate the resolution of billing/non-payment issues with a key focus on managing & retaining the customer relationship.

Accountable for:

• Developing marketing communications streams for Infotainment customers in all customer lifestages Welcome, Renewal, Nonpay, Save and Winback
• Improving churn rate among these customers
• Improving overall payment rates for these customers
• Managing & retaining the customer relationship
Duties and Responsibilities:
• Develops, tests, implements and tracks enhanced retention marketing strategies and processes for all Infotainment programs to reduce churn and maintain customer relationship
¬ Ensures strategies are consistent with the overall retention strategy and other stages of the customer life-cycle
¬ Works closely with Communications team ensuring alignment and integration with on-going preference and engagement strategies
— Ensures a good customer experience and financial feasibility
¬ Leverages multiple channels (phone, email, mail) to effectively communicate with customers
¬ Works with cross functional departments (e.g. Listener Care Center) to ensure effective implementation of programs and to provide a good customer experience
• Leads development and execution of communications:
¬ Works across the extended CRM team to ensure strategies are consistent with strategies targeted to stages of the customer life-cycle.
¬ Works closely with brand marketing and creative to develop materials and ensures that creative execution is consistent with strategy.
¬ Ensures materials are accurate and complete.
• Continually monitors, evaluates and reports the effectiveness of strategies. Looks for trends to identify marketing opportunities and areas for enhancement.
• Ensures accurate and effective implementation of all strategies and policies by working closely with multiple resources including Project Management, IT, Listener Care, Email, Brand, Legal, Direct Mail and Telemarketing Vendors. Must be able to establish productive relationships across the organization.
• Manages retention budget for Infotainment marketing
¬ Works with Graphics Garage/vendors to acquire best pricing
¬ Manages expenses and invoices for Infotainment marketing programs
¬ Approves invoices, quotes, P.O. as appropriate.
• Supports Retention & Communication team with Senior Level presentation and other ad hoc projects.

Supervisory Responsibilities:
• There are no supervisory responsibilities associated with this job
Minimum Qualifications:
• BA in related area
• Advanced degree preferred
• 7 or more years in related position within comparable industry (mainstream subscription services, traditional direct mail, internet services, entertainment, satellite television, credit card services, or cellular services).

Requirements and General Skills:
• Strong direct marketing, operational and analytical skills.
• Strong people and project management skills
• Strong orientation to detail.
• CRM and campaign management experience a plus.
• Understanding of segmentation and subscriber profiling for targeted marketing.
• Excellent oral and written communication skills; must be able to communicate clearly and credibly across all levels of the organization.
• Ability to communicate effectively cross functionally and at all levels of organization
• Self-motivated, proactive team player and independent worker.
• Ability to work on multiple projects and set priorities.
• Knowledge/interest in pop culture and mainstream entertainment a plus.

Technical Skills:
• Knowledge of MS-Office Suite (Word, Excel, PowerPoint)