Large Media & Entertainment company in Los Angeles is seeking a Senior Manager of Channel Management and Optimization to join their Customer and Retention Strategy Team.
This position will be responsible for the development, testing and execution of channel marketing plans that will define how product, service and promotional offers are presented to existing customers in each of the Entertainment Group channels of Telephony (Sales and Service), Retail and Digital.
Interpreting analytical reports, generating insights from customer research, business case development, an understanding of testing strategies, knowledge of consumer marketing and fulfillment channels and a proactive approach to problem solving. It will be essential for the individual to gain consensus among the cross functional teams, including Business Analytics, Finance, Sales Operations, IT, and Customer Service to ensure the go-to-market strategy is effective.
Key skills and attributes required to become a success include:
Design channel optimization strategies for all Entertainment Group products and services
Design and manage a testing strategy to optimize Sales, Service and Retail Representative behaviors as well as digital self-service
Manage and evolve customer segmentation, leveraging customer analytics to identify opportunities to reduce churn, increase sales and optimize ROI
Serve as primary interface and subject matter expert for day-to-day interactions with the Retention Offer Strategy, Product, Sales, Service and Digital Teams
Utilize multiple inputs, including competitive intelligence and customer data, to monitor effectiveness of KPIs
Track, analyze and communicate key retention metrics to senior leadership
Work prioritization, forecasting, scheduling and coordinating resources within assigned projects