Loyalty & Retention Resume Samples

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BD
B Davis
Brielle
Davis
90722 Block Mountains
Detroit
MI
+1 (555) 974 8973
90722 Block Mountains
Detroit
MI
Phone
p +1 (555) 974 8973
Experience Experience
New York, NY
Loyalty & Retention
New York, NY
Ondricka, Oberbrunner and Lindgren
New York, NY
Loyalty & Retention
  • Work cross-functionally with CARE, S2S/DMC and Sales to develop and execute aligned programs end-to-end
  • Create summary post mortems & to determine successes and encourage improvements
  • Assist in development of Loyalty and Retention hype strategy to drive positive results
  • Work with our Business Intelligence team to create in-depth automated reporting to drive change and focus on our holistic Small Business Roadmap
  • Work closely with our forecasting team to deliver insights on market activity & drive improved outputs to our forecasting models
  • Recommend improvements for policy and systems tools supporting channel marketing
  • Monitor, analyze, and report weekly results while monitoring the overall performance of programs
Detroit, MI
Specialist, Loyalty / Retention Marketing
Detroit, MI
Oberbrunner-Nolan
Detroit, MI
Specialist, Loyalty / Retention Marketing
  • Work with creative agencies to create and develop direct mail and email
  • Assists in the development and implementation of internal Marketing Communications plans. Conducts research for implementation of media plans
  • Creates media schedules and manages copy rotation
  • Maintain forecast and manage to a budget of $7M+
  • Manage vendor relations
  • Work with data team to submit list request and ensure correct targeting
  • Oversees work of outside vendors to assure timely and accurate project completion
present
Detroit, MI
Director Loyalty & Retention
Detroit, MI
Boyle LLC
present
Detroit, MI
Director Loyalty & Retention
present
  • Maintains constant dialogue with executive level management regarding retention performance and improvement strategies
  • Work with cross functional teams to create and implement compelling messaging and offers to generate enrollment in programs
  • Creates and manages comprehensive customer satisfaction measurement programs that touch the entire customer base
  • Develop methods to improve customer communications by reducing costs while increase take rates and readership
  • Partner with Mobility & BRS marketing teams and internal & external retention call centers to drive channel performance to deliver the churn plan
  • Anticipate and prepare for problems or opportunities to effectively manage the impacts to programs
  • Manage all Loyalty and Retention outbound marketing programs and budget to deliver churn targets
Education Education
Bachelor’s Degree in Marketing
Bachelor’s Degree in Marketing
University of Cincinnati
Bachelor’s Degree in Marketing
Skills Skills
  • Strong leadership capabilities and strong communication skills to be able to articulate both strategic direction and tactical action steps
  • Demonstrated ability to interpret consumer trends and research and implement relevant and actionable marketing programs is important
  • Flexibility and the ability to adapt to change
  • Advanced knowledge of working with multi-dimensional, relational data warehouses
  • Excellent time management skills and sensitivity to deadlines
  • Knowledge in leveraging customer data, technology, and marketing strategy for campaign planning and execution
  • Ability to thrive in heavy work load environment
  • Collaborative, positive, “service-oriented” attitude
  • Experience in managing cross-functional teams (internal and external)
  • 4-6 years experience in direct marketing and/or online marketing management
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7 Loyalty & Retention resume templates

1

Director Loyalty & Retention Resume Examples & Samples

  • Develop and implement retention and loyalty related marketing programs for the company's complete mobility and residential services products
  • Lead the execution retention strategies into the call center channels through projects, tools, target setting and reporting
  • Partner with Mobility & BRS marketing teams and internal & external retention call centers to drive channel performance to deliver the churn plan
  • Manage all Loyalty and Retention outbound marketing programs and budget to deliver churn targets
  • Coordinate all communications to Mobility and Residential Services clients through the ownership of the customer lifecycle and contact strategy; prioritize and oversee all communications to current clients
  • Build programs to improve customer experience during all points in the customer’s lifecycle
  • Develop methods to improve customer communications by reducing costs while increase take rates and readership
  • Creates and manages comprehensive customer satisfaction measurement programs that touch the entire customer base
  • Work with cross functional teams to create and implement compelling messaging and offers to generate enrollment in programs
  • Maintains constant dialogue with executive level management regarding retention performance and improvement strategies
2

Senior Manager, Loyalty & Retention Resume Examples & Samples

  • Plan and execute Postpaid base hardware upgrade campaigns for Bell Consumer/Small Business, Virgin and Solo brands to reduce churn
  • University Bachelor’s degree required
  • 3-5 years experience in a similar Marketing Manager role, leading dynamic teams
  • Ability to motivate and develop team members
  • Highly organized, detail-oriented and the ability to manage multiple projects simultaneously
  • Action oriented and demonstrated ability to deliver results
  • Ability to work with change, in a competitive environment where priorities change frequently
  • Flexible and able to comfortably operate in an ever-evolving & changing environment
3

Loyalty & Retention Analyst Resume Examples & Samples

  • Understanding the rationale and drivers for customer cancellations for better ability to anticipate and proactively take action, the role is split between
  • Undergraduate Degree – Business/Commerce is ideal
  • Proven experience presenting results to mid/ senior level management
  • Excellent relationship building and stakeholder management skills
4

Loyalty & Retention Resume Examples & Samples

  • Develop, recommend and implement new marketing strategies to attain and exceed subscriber churn objectives
  • Create compelling strategic presentations to drive buy-in and alignment across key campaign stakeholders
  • Campaign Execution: work cross-functionally with Product, Pricing, Business Intelligence, Take-to-Market and Marketing Communications teams to bring campaigns to market
  • Actively contribute to the subscriber forecasting and planning cycle
  • Interface with data teams, operations and product partners to review results and adapt programs to drive improved results
  • Monitor, analyze, and report weekly results while monitoring the overall performance of programs
  • Perform ad-hoc analysis on existing base to identify opportunities to introduce marketing campaigns to promote loyalty and retention
  • Evaluate the effectiveness of base communications and campaigns
  • University degree in Marketing and/or Business Administration
  • Strategic thinking and creative problem solving
  • Analytical skills, including the ability to quantify and analyze customer data and financial results
  • Demonstrated interpersonal skills - the ability to build and foster teams, and deliver against a common objective
  • Highly organized and detail-oriented with the ability to manage multiple projects simultaneously
  • Excellent communication skills, both written and verbal
  • Strong sense of autonomy and initiative
  • Advanced MS Office skills, particularly MS Excel and MS PowerPoint
  • Flexible and able to comfortably operate in an ever-evolving & changing market environment
  • Knowledge of Bell Mobility call centre operations
  • Knowledge of players in the telecommunications competitive landscape
  • Previous experience with marketing strategy and communications
  • Previous Marketing experience
  • Bilingual in French and English
5

Loyalty & Retention Resume Examples & Samples

  • Deliver top quality insights through, data analysis that identifies opportunities for churn reduction
  • Create competitive comparisons and sales job aids for BRS agents
  • Recommend improvements for policy and systems tools supporting channel marketing
  • Assist in development of Loyalty and Retention hype strategy to drive positive results
  • Create summary post mortems & to determine successes and encourage improvements
  • Work cross-functionally with CARE, S2S/DMC and Sales to develop and execute aligned programs end-to-end
  • Understands regional differences and executes support elements accordingly
6

Loyalty & Retention Analyst Resume Examples & Samples

  • Development & validation of queries and report templates and ensure consistency and accuracy
  • Design & develop pivot tables, ad-hoc and recurring business performance reports
  • Contribute to the development of improved processes by means of statistical analysis and appropriate recommendations
  • Development, testing and implementation of new reports
  • Investigate current and new data sources and ensure high quality on new and existing data
  • Ability to partner with cross-functional business teams
  • Provide expert data retrieval support for team and business reporting. This includes understanding the business requirements, intended audiences, as well as providing guidance and knowledge of the data elements
  • Conduct work sessions to understand business requirements
  • Ability to work independently, self-motivated, organized and self-disciplined
  • Strategic and analytical thinking skills, including the ability to quantify and analyze customer data/results
  • University Bachelor’ s degree Applied mathematics/Statistics, Computer Science, Information Systems or equivalent work experience, which ensures an equivalent level of competency (2-5 years)
  • A minimum of 5 years of experience on a similar role
  • A minimum of 5 years of experience in SAS and SQL programming
  • A minimum of 3 years of experience with EDW environment
  • Strong data manipulation/extraction skills using SQL in SAS, NCR-TERADATA & Oracle environments (2-5 years)
  • Analytical and problem solving experience with attention to detail (2-5 years)
  • Advanced knowledge of Microsoft Office environment and Tools - understanding of macros & Office reporting automation
  • Self motivated team player with strong work ethics
  • Demonstrated technical skills in MicroStrategy considered an asset
  • Telecom experience considered an asset
7

Loyalty & Retention Resume Examples & Samples

  • Ownership of the Small Business segment & strategy to extend customer life cycle & increase the customer lifetime value of our existing base
  • Work with our Business Intelligence team to create in-depth automated reporting to drive change and focus on our holistic Small Business Roadmap
  • Analyze and understand the drivers of customer cancellation in order to improve our ability to proactively take action on the customer base
  • Ability to work with cross-functional teams to influence key stakeholder groups to drive results and work collaboratively towards our strategic imperatives
  • Responsible for idea generation and Business case development for capital projects & requirements to drive change in the way we do business
  • Work closely with our forecasting team to deliver insights on market activity & drive improved outputs to our forecasting models
  • Deliver Long range roadmap to aid in the planning of Long term strategy for the Small Business Segment & drive impacts to Bell Mobility & BCE as a whole
  • 2+ years management experience in Marketing, Channel, Pricing and/or Finance
  • Advanced skills in MS Suite of Applications (Powerpoint, Excel, Word)
  • Highly organized and able to manage multiple projects simultaneously in a fast paced environment
  • Proven ability to gather/organize data and turn results into insights
  • Knowledge of financial metrics, forecasting and implications
  • Knowledge & experience with SAS, SQL, Microstrategy or Tableau is an asset
  • University graduate – B.A, MA, MBA. BCOMM. BBA. – Marketing, Commerce, Business Strategy, Economics or Finance
  • Telecom experience would be an asset
8

Analyst, Loyalty & Retention Resume Examples & Samples

  • 2+ years of data modeling and analytical experience
  • Expert level skills in Microsoft Excel including VBA
  • Strong negotiation skills, ability to negotiate and influence others
  • Experience with SAS, SQL, Microstrategy, Tableau an asset
  • Financial or statistical modeling experience
9

Senior Manager, Loyalty & Retention Resume Examples & Samples

  • Effectively lead, develop and motivate Team Leaders and agents using innovative coaching practices to achieve business indicators
  • Translate business opportunities into precise coaching strategies for agents and leaders and support the Impact coaching program and accreditations
  • Monitor and analyze results/reports to assess performance and identify performance gaps at both the individual, team, and centre levels; develop and implement solutions to resolve gaps to ensure balanced Leader and agent performance
  • Build strategic and effective partnerships with key partners including Marketing, Organizational Effectiveness Management (OEM) and Training Design/Delivery partners to identify and resolve potential and actual process/performance gaps
  • Maintain a high level knowledge of the Bell’s Product and Services, marketing strategies, and the competitive marketplace in order to convey and communicate company’s orientation and initiatives in the marketplace
  • Manage costs to meet financial commitments
  • Develop positive working relationship with Union representatives
  • Strong leadership skills with a proven track record in leading and motivating a large team of Team Leaders and Agents preferably in an outbound call centre sales environment to achieve sales and loyalty targets
  • Active listening skills and capable of communicating in a way that engages others in dialogue and builds rapport. Demonstrates authenticity through respect, empathy, and interest in others
  • Results oriented and thinks out of the box
  • Experience in applying Performance Management elements to create and foster a high performance culture across a large team
  • Ability to nurture a strong and balanced sales and customer service orientation and strives to coach leaders and agents to resolve customer issues effectively and in a timely manner
  • Ability to motivate employees by adopting a human systems approach that fosters positive relationships, builds trust and mutual respect, and encourages employees to excel
  • Exceptional organization and planning skills to deliver on business objectives and provide visible leadership to a large team
  • Possess strong negotiation skills and the ability to confidently lead and inspire people through change in a fast paced and rapidly changing environment and marketplace
  • 5-10 year experience leading large groups of managers and employees in a sales or call centre environment
  • Very good knowledge of the Bell
  • Bachelor in Business Administration is an asset
10

Team Leader, Loyalty & Retention Resume Examples & Samples

  • Motivate, support and develop and coach a team of client solutions employees
  • Manage Absenteeism and Performance objectives
  • Recommend and implement innovative solutions
  • Liaise with all departments to ensure customer service requirements are met and maintained
  • Analyze results in order to identify trends
  • Prioritize and manage tasks in a fast paced environment respecting deadlines
  • Facilitate and lead in change management
  • Experience in Customer Service Call Centre, preferably management level
  • Innovative and creative
  • Excellent communication, presentation and interpersonal skills
  • Proven experience managing staff, ability to work under strict time frames
  • Experience in telecommunications industry
  • Strong negotiation, conflict resolution and relationship building skills
  • Advanced MS Office skills: Word, Excel and PowerPoint
  • Knowledge of problem solving techniques and strategies
  • Able to prioritize and schedule work to meet deadlines while maintaining the quality of service delivered
  • Flexibility to work shifts including evenings, weekends and statutory holidays is required
11

Manager, Loyalty & Retention Resume Examples & Samples

  • Typically 5-10 years demonstrated experience combining loyalty and retention, digital marketing and customer support
  • History of strong collaboration with multi-disciplinary teams of writers, producers, designers, brand managers and analytics experts is required
  • Demonstrated expertise in email marketing, CRM and audience segmentation
  • Knowledge of Salesforce, Eloqua, Pardot, Influitive or equivalent platform combinations
  • Familiarity with the spectrum of digital marketing analysis and visualization tools, including: the Google tool suite, the MOZ suite, Excel, Tableau, Mix Panel, Kiss Metrics and more
  • A veteran in reporting, KPI alignment and ROI delivery
  • Innate focus on delivering amazing experiences for consumers and our customers
  • A can-do attitude with a readiness to climb mountains
  • Great public speaker with ability to motivate, inspire and influence
  • Rigorous attention to detail
  • Creative and energetic with a genuine interest in industry changes and winning advocacy and retention innovations
  • Ability to translate complex issues and data into clear, compelling narratives
12

Analyst, Loyalty & Retention Resume Examples & Samples

  • 1-2 years of analytics experience
  • Experience in Microsoft Excel and/or VBA
  • Ability to learn quickly and curiosity
  • Passionate individual who wants to succeed and learn
  • Experience presenting results to mid/senior level management
  • Undergraduate Degree – Business/Commerce or degree with analysis experience is ideal
  • Strong planning and execution abilities
  • Any experience with SAS, SQL or Microstrategy an asset
  • Financial or statistical analysis experience an asset
13

Manager of Loyalty & Retention Resume Examples & Samples

  • At least 4 years’ experience managing customer retention and loyalty
  • Experience collaborating and or managing email, direct mail and mobile marketing
  • Expertise in customer segment marketing, aligning targeting, message and program development/execution to drive lifetime value and retention
  • Proven track record of building successful loyalty, retention and winback programs that increase lifetime value, increase retention and reduce churn
14

Loyalty & Retention Account Manager Resume Examples & Samples

  • Handling inbound calls and escalations from at-risk Chase Paymentech merchants
  • Excellent customer service skills and experience helping merchants with specific requests and escalated service issues
  • Complete computer and Microsoft office proficiency a must
  • Professionalism, attention to detail, and creative problem-solving skills
  • Solid knowledge of merchant pricing including Discount Rates, Interchange Differential, Non-Qualified Transaction Processing Fees, interchange pass-thru, Assessment fees, and Association pricing
  • Negotiation and sales skills a definite asset
  • Familiarity with software including Salesforce, PeopleSoft, FDMS, and CST an asset
  • Ability to maintain good rapport with co-workers and employees of different departments
  • Bilingualism (French / English) an asset
  • Must be able to work a weekday shift that could commence as early as 8:00 am or finish as late as 7:00 pm
15

Head of Loyalty, Retention & Operations Resume Examples & Samples

  • Financial- Review financial status and data. Utilize financial data to improve efficiency. Prepare and control operational budgets. Control inventory. Recommend effective strategies for the financial well-being of the head of 4W
  • Best Practices- Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures
  • Human Resources– Working with the head of 4W plan the use of human resources. Assist in recruitment and placement of required staff; establishment of organizational structure; delegation of tasks and accountability. Establish work schedules. Supervise staff. Monitor and evaluate performance in partnership with the teams
  • Communication- Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance. Facilitate coordination and communication between support functions
  • Strategic Input- Liaison with team and head of 4W. Assist in the development of strategic plans for operational activities from supply and demand needs. Implement and manage operational plans
  • Risk Management- Oversee organizational insurance policies. Ensure health and Safety committee meetings are held and tasks assigned
  • Team Management – Manage, lead and coach the operational team to achieve their targets and goals
  • 5+ years related working experience in finance and strategy field
  • 2+ years of experience in managing people
  • Creative and willingness to challenge the status quo
  • Ability to work in a fast‐paced, dynamic environment and deal effectively with conflicting priorities and change
  • Strong customer focus & attention to detail
  • Strong quantitative abilities and intuition, exceptional analytical skills
  • BA required, MBA or MS Degree or equivalent experience desired
  • Excellent Collection skill
  • Excellent communication skill
  • Microsoft excel skill
16

Customer Loyalty / Retention Professional Resume Examples & Samples

  • Assist customers who are seeking to cancel, who are looking to move, or who want to transfer their system to another individual
  • Understand our home automation/alarm system well enough to effectively help customers resolve concerns and extend services
  • Responsible for effectively retaining customers through positive relationship building
  • Re-sell the value of our products and services to customers by aligning product features with our customers’ needs
  • A great customer service oriented attitude
  • Perform in a fast-paced and high expectation call center environment
  • Must be punctual
  • Must have High school diploma or equivalent
  • Experience in customer service and/or sales in preferred but not required
  • Ability to get licensed for the Utah Burglar Alarm Systems
  • Must be at least 18 years old (per Industry’s requirement)
  • Must be able to commit to 6 months in the department
  • High school diploma or equivalent preferred but not required
  • Call center experience preferred but not required
17

Specialist, Loyalty / Retention Marketing Resume Examples & Samples

  • Manage multiple marketing campaigns through direct mail, outbound telemarketing, email, and other non-traditional methods for both Proactive Retention and Loyalty/Surprise & Delight Campaigns
  • Create and maintain monthly/quarterly calendars and manage collisions with other Customer Experience initiatives (e.g. Upgrade)
  • Manage vendor relations
  • Submit creative briefs to both agencies and corporate partners
  • Work with creative agencies to create and develop direct mail and email
  • Work with data team to submit list request and ensure correct targeting
  • Maintain dashboards of campaign results and provide regular and timely readouts for all layers of the organization
  • Maintain forecast and manage to a budget of $7M+
  • Update monthly forecast
  • Update internal communications and act as subject matter expert for Loyalty marketing campaigns
  • Maintains the Company's brand identity standards and ensures ongoing brand awareness and consistency in all creative materials
  • Works with internal resources to determine best targeting practices for various advertising tactics
  • Oversees marketing library which includes marketing plans, collateral, creatives, and promotional materials
  • Oversees work of outside vendors to assure timely and accurate project completion
  • Assists in the development and implementation of internal Marketing Communications plans. Conducts research for implementation of media plans
  • Creates media schedules and manages copy rotation
18

Loyalty & Retention Analyst Resume Examples & Samples

  • 3-5 years of data modeling and analytical experience
  • Experience with SAS, SQL, Microstrategy, Tableau
  • Business acumen and strong analytical and problem solving skills
  • Proven ability to quantify and analyze customer data/results in a concise easily understood format tailored to the audience
  • Strong work ethic, great attention to detail
  • Ability to prioritize multiple deliverables with competing tight deadlines
19

Customer Loyalty & Retention Resume Examples & Samples

  • Support the TS organization with reporting and analysis for the Post Service Event VOC survey and Management Process Development
  • Work with TS Program Managers to create ad hoc or ongoing reporting to track Service Delivery Program deliverables
  • Analyze data to determine success level of various Service Delivery Programs
  • Provide basic level analysis and reports using standard platform reports and dashboards
  • Document and maintain Standard Operation Procedures (SOPs) and data workflow processes for data collection and processing
  • Degree Program: BS in Computer Science, MIS, Management or International Business
  • Excellent communication skills, both verbal and written
  • Good interpersonal skills / relationship building
  • Proficient in Microsoft Office products
  • Ability to analyze data in Excel and / or Access
  • Experience with database management concepts and systems (i.e. MS-Access)
20

Manager Loyalty & Retention Resume Examples & Samples

  • Development of churn forecasting models, analysis, trending and executive presentations for Bell Small Business
  • Understand and quantify macro/micro drivers impacting results to provide insights, trends and forecast adjustments for the senior leadership team and execution teams to best address and positively influence our results
  • Responsible for creating daily, weekly, monthly and quarterly Small Business outlook forecasts and presentation updates to the senior executive team
  • Work cross functionally to influence change with key stakeholder groups (executive team, marketing, pricing, channel, operations, care etc…)
  • Conduct work sessions to understand current and anticipated churn drivers
  • Ability to work independently, self-motivated, organized and self-disciplined
  • Strategic and analytical thinking skills, including the ability to quantify, manipulate and analyze customer data/results
  • Minimum 3 years management experience in Forecasting/Analytics in a Marketing, Channel, Pricing and/or Finance role
  • Advanced skills in MS Suite of Applications (PowerPoint, Excel)
  • Comfortable with various database applications (SQL, SAS, Tableau) or have an appetite to learn
  • Highly organized and able to manage multiple projects simultaneously in a fast paced environment
  • Creative / Strategic / Analytical thinker
  • Proven ability to gather/organize/manipulate data and turn results into insights
  • Knowledge of financial metrics, forecasting and implications
  • Strong organizational and time management skills to meet deadlines & handle changing priorities
21

Manager of Loyalty & Retention Resume Examples & Samples

  • 1) Knowledge, skills & abilities
  • Knowledge in leveraging customer data, technology, and marketing strategy for campaign planning and execution
  • Skills in budget planning and financial forecasting relating to marketing strategies and programs
  • Demonstrated ability to interpret consumer trends and research and implement relevant and actionable marketing programs is important
  • Strong project management and problem-solving skills required
  • Experience in managing cross-functional teams (internal and external)
  • Collaborative, positive, “service-oriented” attitude
  • High degree of initiative, personal responsibility and ownership
  • Strong leadership capabilities and strong communication skills to be able to articulate both strategic direction and tactical action steps
  • Ability to thrive in heavy work load environment
  • Excellent time management skills and sensitivity to deadlines
  • Flexibility and the ability to adapt to change
  • Must embrace team spirit
  • 2) Minimum certifications/educational level
  • Bachelor's degree in marketing, business administration, communications, operational research, or other relevant majors, or equivalent combination of education and experience, required
  • Advanced degree in marketing, business administration, or communications preferred
  • 4-6 years experience in direct marketing and/or online marketing management
  • Experience in marketing automation and ESP tools is a plus
  • Advanced knowledge of working with multi-dimensional, relational data warehouses
  • Experience working with 3rd party vendors/agencies
22

Manager of Loyalty & Retention Resume Examples & Samples

  • Operate as the primary business owner for loyalty initiatives, leading cross-functional teams to design, build, and optimize features and marketing strategies
  • Own development of all initiative needs including creation of functional requirements, customer experience, communication plans, creative briefs, learning objectives, and reporting structure
  • Collaborate with the Ecommerce and Technology teams to define features and data requirements to build and enhance the customer experience across all stages of the customer lifecycle to drive loyalty
  • Develop additional customer facing programs to achieve desired goals related to reactivation
  • Work with Analytics on development of insights and predictive models to optimize program audience selection and targeting
  • Develop and implement program test and measurement plans
  • Quantify the business impact of the programs developed and continue to enhance performance over time
  • Socialize plans, learnings and next steps between Marketing, Finance, Operations, Analytics and Ecommerce
  • Bachelors Degree required. Masters Degree – MBA in Marketing preferred
  • 5+ years of experience in a direct marketing or CRM position in an industry with an established reputation for direct marketing excellence (e.g. retail, financial services, hospitality, telecom, etc.)