Loyalty & Retention Resume Samples

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B Davis

Brielle

Davis

90722 Block Mountains

Detroit

+1 (555) 974 8973

90722 Block Mountains

Detroit

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

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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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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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)

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

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

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.)