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Retention Marketing Program Manager

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One of our Client's Retention Operations & Marketing Team is looking for a dynamic, experienced and analytical candidate to manage various Retention programs to join them in their El Segundo, CA offices This is a long term contract with possibility to become perm.

The Retention Marketing Program Manager position requires candidates that have worked on previous Retention Marketing programs/campaigns and preferably in a subscription based and/or hIgh volume call center environment. See below for details and email resume to rmartinez@aquent.com

Description:
Develop and execute plans to meet Retention business objectives, including the development of offers to support customer retention initiatives, process improvements, system enhancements and call center education to ensure the best experience for our customers. Position is responsible for increasing commitment attachment rates, auto bill pay enrollments and other initiatives to reduce churn, while ensuring that customers are treated appropriately based on segment, profile, and competitive factors. This position will be accountable for leading discussions regarding offer strategy, business process, systems and analysis, with a functional Retention team (i.e. Sales Operations, IT, Finance, Customer Service, Third Party Call Centers, etc.) to identify solutions and enhancements in an effort to hit our churn goals and support other revenue and customer satisfaction metrics. This position will require periodic travel to on-shore Retention oriented Call Centers, as needed.


Responsibilities:
• Utilize multiple inputs, including competitive intelligence and customer data, to monitor effectiveness of retention offers, policies, and initiatives implemented at the call centers.
• Review data and analysis to make recommendations on offer, process, and customer policy changes.
• Lead cross functional team of Retention stakeholders to gain consensus on recommendations.
• Serve as primary interface and program manager for day-to-day operations necessary to maintain key business goals.
• Use of effective time and project management to consistently meet deadlines and ensure preparedness for program launches.
• Management of day-to-day retention operations to drive churn, revenue, and marketing budget targets.
• Drive change by launching new programs, writing business rules, and working with other parts of the business to implement new policies/procedures, changes to offers or development of new offers and strategies.
• Understand and effectively communicate business requirements of programs to Information Technology and be able to assess whether the systems delivery will meet the business requirement and/or the impact to the customer.
• Review company initiatives and understand how they impact customers and work with Customer Care to ensure that Customer Service Representatives are prepared and educated.
• Participate in testing of system changes for departmental and company-wide changes.
• Work closely with all levels of the call center organization in order to determine process improvements.
• Work collaboratively with all levels of management and provide ongoing status of business projects.
• Consolidate information and present to senior management in a clear and concise manner.

Qualifications:
• Bachelor’s Degree and 5-10 years relevant experience
• Excellent communication skills including an ability to communicate and work effectively with business and technical managers and diverse cross-functional groups
• Must possess some knowledge of call center systems and technology
• Must be self-directed, organized and detail oriented as well as have the ability to multitask and work effectively in a fast paced environment
• Strong problem solving and analytical skills with prior experience in project management
• Ability to champion ideas and execute in an expedited timeframe
• Leadership qualities
• Results-oriented
• Ability to accommodate change and adapt accordingly
Demonstrated Successes:
• Proficiency in standard MS Office applications
• Highly skilled in Excel and Powerpoint
• Demonstrated adaptability to a fast-paced working environment in a highly competitive industry
• Demonstrated ability to analyze complex business issue quantitatively and qualitatively
• Demonstrated ability to develop and present executive level presentations that identify trends, operational successes and opportunities based on existing marketing data

May require 20% travel to Call Centers and must have the ability to expense travel costs prior to reimbursement. This is a full-time position located at El Segundo, CA.

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