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Retention Sr Program Manager

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Our clients Retention Marketing Team is seeking a Senior Program Manager to join their office in El Segundo, CA. This is a 3 month contract to hire position.

Description:
This position is responsible for managing our Retention credits and hardware upgrade programs. Develop and execute strategic marketing plans to meet Retention Marketing business objectives, including customer segmentation, offer management, and launching campaigns to increase treatment rates, the percent of our customer base on commitments, auto-bill pay enrollments, paperless billing, etc. This position is also responsible for managing the retention analytics team that forecasts the impact of proposed offer/strategy changes and supports ad hoc retention analysis across various programs.

This position will manage a small team and be accountable for conducting business process, systems and analysis discussions, becoming the subject matter expert for the impacted programs. The manager is expected to work independently; activities will include working with cross-functional groups (i.e. Business Analytics, Finance, Sales Operations, IT, Customer Service, Third Party Call Centers, etc.) to identify solutions and enhancements for program operations and support areas. As a result this individual will also need to have the ability to present business cases for their recommendations and gain consensus among the cross functional teams.


Responsibilities:
• Manage hardware and credit offer strategy
• Utilize multiple inputs, including competitive intelligence and customer data, to monitor effectiveness of commitment renewal and recurring credit programs
• Work cross functionally to implement campaigns and programs that support the company’s goals to mitigate churn (customer segmentation, needs assessment, solution development, implementation, analytics)
• Manage a team of analysts to forecast financial and churn impact of proposed offer changes and conduct and ad hoc retention analysis
• Manage customer segmentation strategy and operations
• Serve as primary interface and subject matter expert for day-to-day operations necessary to maintain key business goals
• Track, analyze and communicate key Retention metrics
• Achieve quality results by leveraging internal and external (marketing agencies, call center vendors, et al) resources
• Use effective time and project schedule management to consistently meet deadlines and ensure preparedness for program launch
• Maintain and reconcile a detailed annual expense budget (budget responsibility exceeds $500M)


Qualifications:
• Bachelor’s Degree and 7-10 years relevant experience (Marketing, Research, Analytics or Project Management) required
• Ability to effectively operate within diverse and cross-functional groups
• Strong problem solving and analytical skills, including a qualitative and quantitative skill set
• Experience in SAS, Teradata, Cognos or similar applications preferred
• Ability to champion ideas and execute in an expedited timeframe
• Proficiency in standard MS Office applications
• Occasional travel required (~10%)
• Leadership qualities
• Demonstrated success managing teams
• Demonstrated ability to analyze complex issues
• Results-oriented
• Ability to accommodate change and adapt accordingly
• Excellent communication skills including an ability to communicate and work effectively with business and technical managers
• Experience in effectively communicating to senior management

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