Manager, Retention Resume Samples

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A Littel

Abbigail

Littel

7528 Piper Road

Chicago

+1 (555) 584 8589

7528 Piper Road

Chicago

Phone

p +1 (555) 584 8589

Experience Experience

Phoenix, AZ

Manager, Retention

Phoenix, AZ

Beier, Lang and Kiehn

Phoenix, AZ

Manager, Retention

Strong working knowledge of predictive dialing and call center management
Assists with the development of call center technology and productivity tools
Collaborate with retention teams to identify new and modify existing tactics to improve customer retention performance
Implement and ongoing management of customer retention strategies, performance metrics, compensation, and incentives
Provides leadership, guidance, and direction to CAE leaders and technical staff
Five or more years of demonstrated success in consumer credit/collection business management
Direct Management of in-house Retention team Supervisors and Retention Teams

Philadelphia, PA

Manager, Retention Effectiveness

Philadelphia, PA

Hessel Group

Philadelphia, PA

Manager, Retention Effectiveness

Work with Center Director and/Team Managers to define baseline performance objectives for revenue that are site-specific
Initiate, plan and perform activities that facilitate motivation for all areas of performance with concentration on Sales and Customer Excellence
Achieve and maintain a significant level of knowledge of customer care operations, projects and services, competitive issues, individual, team and office performance and corporate and marketing strategies
Design programs to improve performance. Program design includes measurements, rule structures, communication, etc
Execute effective, creative and enthusiastic delivery of rewards and recognition to individual, teams and the center
Maintain effective, constant communication with the support areas, managers and other center employees
Train, coach and develop advisors and leaders effectively

present

Phoenix, AZ

Senior Manager, Retention Marketing

Phoenix, AZ

Moen and Sons

present

Phoenix, AZ

Senior Manager, Retention Marketing

present

Partner with site content marketing to develop engaging Levi.com and Dockers.com messaging
Guide forecasting, tracking and managing budgets to deliver results for the global Retention strategy
Lead the development, execution, enhancements of proactive marketing programs for the retention marketing
Implement an aggressive testing strategy across Email and Push to accelerate growth of Retention Marketing both in the US and for 8 international countries
Achieve results by leveraging internal and external (marketing agencies, call center vendors, et. Al.) resources
Lead the retention marketing strategy with respect to segmentation and targeting, treatment, and test and learn plan
Strike a balance between taking a proactive and reactive approach to building for the short and long-term

Education Education

Bachelor’s Degree in Field Appropriate

Loyola University Chicago

Bachelor’s Degree in Field Appropriate

Skills Skills

Proficiency in Microsoft Office: Excel, PowerPoint; Word, Access; Visio; Internet navigation
Performance-based rewards based on stellar individual and team contributions
Award-winning education and training across multiple career paths to help you reach your potential
Clinical outcomes consistently ranked above the national average
A comprehensive benefits package designed to enhance your health, your financial well-being and your future
Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation
A "community first, company second" culture based on Core Values that really matter

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15 Manager, Retention resume templates

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Assistant Manager, Retention Marketing Resume Examples & Samples

Create and deploy monthly marketing emails
Manage marketing campaign timelines and meeting schedules
Reconcile expenses on a monthly basis
Work with internal and external designers to develop new email and direct mail creative
Update Excel marketing reports using third party data
Maintain library of live mail/email samples for all projects
Basic administrative duties, copy editing and proofreading
Assume management of retention marketing campaigns, exercising independent discretion and judgment regarding all marketing efforts

Manager, Retention Marketing Channels Resume Examples & Samples

Create and own an impactful strategic plan to drive increased engagement across channels, improve inbox placement and deliverability, and increase unique daily site and app visitors per member
Define contact strategy to optimize existing channels, build out nascent channels, and discover new channels to create a holistic messaging platform tailored to each member
Partner with internal product management teams to communicate requirements of proprietary tools needed to grow and sustain effective channels
Coach and develop team of channel managers to drive measurable results for the business
Oversee flawless delivery of daily messages by working closely with Daily Email Manager to optimize daily email process and work with developers to gain speed and flexibility in set-up, deployment, analysis, reporting, and testing of daily messaging
Own the development of a global messaging platform as zulily grows international presence
Work with Merchandising team, the Social Media team, and the Marketing team at large to deliver the best possible daily messaging experience for zulily members
Partner with Data Science team to create propensity and attribution models for scalable targeting within outbound messaging channels
6+ years of e-commerce email marketing experience required; experience managing a large retail subscriber base, social, and/or content marketing program preferred
3+ years of managing a high-performing, results driven marketing team and demonstrated experience developing individuals and teams
Strong background in translating operational excellence into focus on customer experience at scale
Demonstrated skill in crafting engaging customer-facing content required; formal experience developing brand and voice a plus
Ability to thrive in a fast-paced, fluid environment and experience with thinking out of the box and identifying creative solutions
Proven ability to effectively prioritize multiple opportunities and select work that will make a meaningful impact on the business
Employs a mobile-first approach
Analytical, testing, and Q/A background paired with mad Excel hacking skillz (and/or SQL experience) required
Bachelor’s degree required. MBA or technical work equivalent preferred

Associate Manager, Retention Resume Examples & Samples

Support execution for all Retention marketing efforts targeted towards existing and past NYT subscribers. Write creative briefs, manage email campaign execution and proofing with Creative and Marketing Operations teams
Responsible for maintaining and distributing Retention marketing calendar, including upgrade and cross-sell campaigns
Serve as Retention Marketing liaison to Customer Care, responsible for writing marketing alerts to inform Care agents of upcoming plans
Track and report on campaign performance and analyze sales, conversion, and retention to understand effectiveness and ROI
Coordinate with internal and external resources and stakeholders across all business units: Marketing, Events, Product, Marketing Operations, IT; attend relevant meetings

Manager, Retention Resume Examples & Samples

Responsible for developing and executing the end-to-end strategies for HEF Retention that result in profitable growth through effective management of spread, costs, and volumes
Strategy includes consideration of customer, value proposition, channel, competition, macro economic factors, product & innovation, marketing, pricing and profitability
Work with Partners through impact and influence to design, develop and implement appropriate program, strategies, processes, policies and reporting which support the execution
Work closely with Home Equity Finance Reporting and Analytics team and Client Knowledge and Insights to develop monthly dashboard reporting and retention analytics
Responsible for leveraging analytics, models, client and sales force feedback to optimize lead management strategies. Analyze data and understand results to move forward with next evolution of test and learn
Working with partners to build and implement models to mitigate loss
Establish regular updates and feedback channels through the sales force
Continually review and implement program changes and efficient processes to optimize channels
Collaborate with partners to deliver a superior client experience while sustaining profitable growth and performance
Manages strategies and plans through to execution to ensure key tactics are delivered and adjusted to meet changing market conditions
Subject Matter Expert and in-depth expertise of retention processes and client management strategies to ensure initiatives are accomplished accurately within approved timeframe, scope and budget by business partners. Responsibilities on projects include: helping to define IT requirements, implementation and project communications, including status reports to executives, stakeholders, business units, vendors, project team, etc, operations policies and procedures and User acceptance testing
Represent Home Equity in cross-functional initiatives, providing business requirements and undertaking action items. Independently manage day-to-day / ongoing projects
Effectively manage day to day escalations relating to inquiries into national office and involve Senior Manager as required
Understand financials of HEF and profitability of products and features
University Degree/MBA or extensive related work experience
Strong knowledge of the home equity market nationally and around the world
Strong strategic mindset with proven execution ability
Conceptual and analytical thinking
Leadership by example in teamwork, cross unit cooperation and information sharing
Ability to get things done through others
Clear sense of prioritization of efforts for greatest impact
Ability to execute and deliver projects on time
Self-starter—ability to work and think through problems and assignments in a self-directed manner
Organizational skills—the ability to oversee and/or be involved in multiple work streams concurrently
PowerPoint expertise; Excel and Word proficiency
Research capabilities

Manager, Retention / Offer Analytics Resume Examples & Samples

Produce counts for proposed retention initiatives while working closely with marketing and analytics leaders. Respond to various ad hoc requests from Corp KEEP team or marketing management.-Leverage existing processes in SAS to analyze who is responding to various retention offers and to track later activity like churn. Aid evaluation of alternative offers to select which has the greatest ROI.- Develop custom analyses and develop new models/analyses using SAS/SQL.- Perform monthly updates and enhance offer level reporting for retention offer acceptance. Provide technical support to corporate pricing team as needed and collaborate on shared/automated classification of retention offers.- Test and validate data output. Perform quality assurance steps. Package output for end user. Document project and data extract details
Masters Degree strongly preffered
4-6 years of total relevant work experience
Must have at least 3 years of experience using SAS and at least 2 years experience in Direct

Manager, Retention Resume Examples & Samples

Provide day-to-day oversight for the in-bound Retention efforts including management of a team of 4-6 supervisors and 50-70 retention agents. This includes day to day accountability, oversight, and management of rep productivity, call quality, retention performance, and employee issues for all assigned team members
Direct Management of in-house Retention team Supervisors and Retention Teams
Implement and ongoing management of customer retention strategies, performance metrics, compensation, and incentives
Help identify and implement “best practices” in order to achieve and or surpass product and new customer relationship retention and growth goals
Manages operations through statistical analysis of market-wide disconnects, downgrades, and call center statistics. Apply associated save and sales tactics required to maintain and grow customer base

Manager, Retention Development Resume Examples & Samples

Responsible for working with the Vice President, Retention, and other retention leaders to implement the retention and save enhancing strategies, tactic prioritization, and implementation approach as defined
Responsible for partnering with Retention Managers to create and identify supervisor level action plans based on the retention/save performance of their respective teams
Responsible for collaborating with Retention Supervisors to create, define and prioritize daily agent level action plans based on performance as well as coaching supervisors on the approach of agent level education in a group setting
Responsible for working with the Retention Analyst to examine and communicate all performance results/lift of each retention development program
Responsible for providing regular updates on key retention enhancing programs to the Vice President, Retention, including recurring reporting as well as written and oral presentations
Responsible for partnering with the Training team to ensure implementation and integration of existing training materials and any newly developed retention enhancing initiatives with a specific focus on new hires
Bachelor’s Degree in Marketing, Business or other related field or equivalent work experience
5+ years of related telesales experience within telecommunication industry required
Requires management experience in high-volume retention/sales, fast-paced environments requiring teamwork, flexibility, and change management across multiple channels
2+ years of experience delivering training or call center coaching to front line and leadership employees preferred
Strong organization development and business skills
Strong verbal, written and interpersonal communications skills
Strong financial/analytical skills are needed, as is experience developing and presenting business plans and analysis of operational metrics

Senior Manager, Retention Marketing Resume Examples & Samples

Own and execute a lifecycle marketing strategy to drive repeat sales, build loyalty, increase lifetime value and reduce churn by engaging customers with the most targeted, relevant, and helpful content at each stage of the customer lifecycle
Partner with Analytics to perform customer analysis, segment customers into meaningful and actionable cohorts, conduct A/B and multivariate tests, establish reporting infrastructure, track and analyze performance, and communicate out results
Map and optimize the end-to-end customer journey: Work with internal teams to identify places in the customer journey where customers disengage, then develop strategies to pre-emptively identify, win back and retain those customers
Develop the vision and strategy for how we will use key communication channels (including email, direct mail, etc.) to drive growth
Achieve the goal of delivering the right message, to the right person, at the right time, in the right channel
Using segmentation and behavioral data to personalize and optimize each customer’s online experience
Drive continued optimization and evolution of our email marketing programs, including lifecycle trigger programs, transactional messaging and large scale campaigns
Partner with site content marketing to develop engaging Levi.com and Dockers.com messaging
Drive increased process efficiency that enables the team to maximize impact while minimizing overhead effort
Set the vision for channel measurement and analytics, ensuring we are appropriately measuring performance and impact
Manage a large and growing team of talented marketers and ensure their continued development and growth
5+ years’ experience in a consumer facing digital marketing role, preferably in an eCommerce environment. Hands-on experience with email marketing
Experience managing ESP (Oracle, Exact Target, etc) and DMP (BlueKai, Rocketfuel) technologies
Experience using web analytics tools such as Omniture / Site Catalyst
Energy and enthusiasm to drive high-growth business. Must be self-motivated, proactive, and flexible
Top-notch project management skills with the ability to manage multiple tasks involving internal and external partners
Excellent written and verbal communication skills; strong interpersonal skills; ability to influence all levels of management
Strong analytical and problem-solving skills. Must be excellent at using data to power marketing decision-making
Ability to manage and prioritize multiple tasks and adapt to a changing and fast-paced environment
Passionate about apparel and eCommerce

Growth Manager, Retention Resume Examples & Samples

Understand and track retention and other key performance metrics; work with Growth & Monetization, Product Marketing, Product Management, and Design teams to ship improvements
Analyze data to monitor health of the subscriber base (e.g. renewal rates and volumes, key demographics & trends, etc.) and identify areas for improvement
Prioritize opportunities for improvement; generate data-driven hypotheses that inform strategies for campaigns and initiatives
Assist with execution of A/B tests across emails, web, mobile, and other customer-facing communication platforms
Conduct post-experiment analyses and deep dives, and present recommendations and findings from test data

Manager, Retention Resume Examples & Samples

Manage a team of Retention Representatives as they contact individuals who need to recertify in order to maintain their benefits and deliver the highest level of professional marketing and customer service standards with potential members successfully recertifying members in a consistent manner that meets and exceeds the minimum performance standards as defined in the Retention Representative Performance Management Plan. Utilizing outbound phone calls, written correspondence, e-mail, SMS texting notification, etc. to advise families about recertification requirements and timeframes and premium billing deadlines to facilitate these processes for our customers
Works with field Supervisor, Manager, Outreach Staff and Provider Advocates to manage all lines of business (MA, CHP, EP) to maximize retention potential by 1.) Following the pre-approved retention strategy to increase monthly membership retention rate. 2.) Attending company supported outreach events and partnership meetings to explore collaborations that will assist retention strategies. 3.) Creating additional strategies designed to increase enrollment growth. 4.) Identify new methodologies for tracking and reporting the department’s overall performance. Consistently submit applications across all product lines (where applicable) within an acceptable rejection rate level that meets and exceeds the minimum performance standard as defined in the Retention Representatives Performance Management Plan. At Management’s discretion, assist the Marketing Department in day-to-day operations. Assist with walk-in customers as needed
Enroll new members, educate clients on how to use the plan and maintain contact with applicants to insure accurate completion of all applications with required documentation as well as follow through on the established procedures for the timely and efficient submission of these applications. Foster goof=d communications and maintain tracking mechanisms related to current workflow management
Represent UHC at various marketing sites, community events and during customer home visits as directed by Marketing Management. At management’s discretion, assist the Marketing Department in day-to-day operations
Adherence to all policies, procedures and workflows (i.e., timely submission of time sheets and expense reports). Follow all policies and procedures

Manager Retention & Loyalti Program Development Resume Examples & Samples

To manage the CVM owner request related with retention & loyalti products for all value segmentation, start from Technical Product Requirement up to on-service
To give operational recommendation to the product owners based on quantitative customer experience measurement that can be used for further improvement of retention & loyalti products
The proposed recommendation also addresses the competition landscape, which compared relatively to the competitors’ performance. The products management process and performance measurement are done continuously and routinely
To manage CVM portfolio of retention & loyalti products from the technical side with the product owner. Manage the development priority & rationalize the existing ones
To manage resource (stake holders) to achieve deliverables refer to product roadmap 2016
To support corporate level project innitiatives, related to CVM retention & loyalti program
To manage progress report of CVM retention & loyalti development & delivery
Strong leadership skills and capabilities (preferably with proven track record of leading the commercial unit in a successful mobile communication operation)
Analytical thinking together with strong understanding of business and marketing principles
Excellent communication and presentation skills and capabilities
Target oriented problem solving approach and decision making capabilities
Excellence in people management and human resource development
Project management capability, especially on telecommunication industry
4-6 years of experience in sales/marketing/distribution to understand the mobile communication industry

Senior Manager, Retention Marketing Resume Examples & Samples

BA/BS college degree is required; concentration in Marketing a plus
7-9 years of experience in online marketing required
4 years knowledge of email, Internet and direct marketing methods required
Ability to manage multiple projects with various deadlines simultaneously
Must be organized
Ability to work efficiently and meet deadlines in a cross-functional, team-based environment
Ability to escalate issues and pushback as needed
Must have demonstrable computer skills and aptitude for technology, including proficiency with Microsoft Office software, HTML and database applications
Management with direct reports

Manager, Retention Services Resume Examples & Samples

Understand and report on the Project Portfolio Status for Partner lead engagements
Drive customer success by minimizing project escalations
Provide leadership in the adoption of Marketo’s project management processes and practices
Recommend and develop enhancements / improvements to the project management lifecycle
Design and Manage metrics to monitor project success and report progress against the defined objectives
Oversee the creation of detailed work breakdown / project plans, provide project management oversight to ensure the plan is maintained and progress is tracked, develop and report appropriate metrics such that plan progress can be tracked by management, identify deviations from the plan and recommend remedial actions
Establish and maintain relationships and communications across all parties - internal and external
Prepare reports for upper management regarding project status and budgets
Identify portfolio risks, and develop and communicate risk mitigation plans
Communicate with clients to assess satisfaction levels with services delivered
Minimum of 3 years' experience in problem management, project management, or managing major incidents / situations with knowledge of escalation Management guidelines, interacting with 3rd party partners, Support and Engineering
Exceptional communication skills and experience working with executives and C-level constituents
Extensive experience in managing Enterprise engagements, managing the portfolio profitability and successfully meeting the client's expectations and goals
Business development experience – client relationship management, opportunity identification / selling new work, writing proposals
Ability to remain calm while effectively prioritizing and executing tasks in a high-pressure environment
Experience with Salesforce, Gainsight and Smartsheet a plus
Experience in Managing 3rd Party Service Resources to successfully achieve yearly goals and targets
Experience working with 3rd party Marketing Automation integration organizations a plus. Organization examples: http://launchpoint.marketo.com/services/certified-services-partners
PMP certified or equivalent educations not required but a plus

Manager, Retention & Engagement Resume Examples & Samples

Under the general supervision of the Associate Director of Undergraduate Services is responsible for the development, implementation and assessment of a variety of Schools-wide undergraduate academic achievement and student success activities designed to support the student success initiatives for the Fulton Schools of Engineering
Work collaboratively with advisors, direct and coordinate daily operations for the development and implementation of a suite of undergraduate achievement and student success programs, resources, and workshops targeting the needs of the undergraduate student population
Manage the Student Ambassador Team that assists with student persistence from admission to graduation
Collaborate with all campuses in development and execution of their Student Ambassador Program
Recruit, hire, supervise, train and mentor all student ambassadors
Create training for the student ambassadors to increase knowledge of campus resources, leadership skills and peer to peer relationship building
Create retention efforts and outreach for student ambassadors to plan and execute like but not limited to: Teaching TEL 101
Attend Camp Teach/Inn
Manage caseload of students (transfers, sophomores, FTF)
Design and teach TEL 394- leadership and application course to all student ambassadors
Analyze retention and other student data to develop protocol(s), enrichment activities, and strategies for engaging with students for whom traditional retention programs have not been successful
Oversee the development and implementation of undergraduate student success programs including: Camp Teach, Residential College, and Fall Welcome
Oversee and participates in planning, developing and administering all program budgets; reviews funding and budget needs in coordination with team leads
Supervise, hire, train, and evaluate assigned staff; works with employees to correct deficiencies and recommends and implements corrective action and discipline
Benchmark, develop and implemens first year programs and student success programs for both freshman and transfer student populations
Review and update marketing related to student engagement and educational opportunities. This includes but not limited to monthly newsletters sent out to all current and enrolled students in both undergraduate and graduate student as well as social media
Coordinate all postings on College Acts in place of the Associate Director on topics/issues regarding Student Success in that person's absence
Evidence of a Master's degree in field appropriate and higher education experience working with undergraduate academic achievement and student success programs for freshman, transfer and online student populations including strategic planning and assessment
Experience leading academic achievement and student success programs such as Residential Community experiences, New Student Orientation, Fall Welcome, tutoring, study groups, etc
Demonstrated knowledge of data analysis and experience with My Reports (or other types of data warehouses)
Significant event planning experience including budget and logistics
Demonstrated knowledge of principles, practices, procedures and methods of evidence-based academic advising strategies
Demonstrated knowledge of ASU academic structure and organization
Demonstrated knowledge of academic programs, colleges, and departments university-wide
Demonstrated knowledge of the principles and methods of program management
Demonstrated knowledge of the principles, practices, methods and techniques of supervision
Experience in student service orientation
Demonstrated knowledge of leadership behaviors and abilities
Experience un rapidly adapting and effectively utilizing new technology, practices, policies and methods
Experience in establishing and maintaining effective working relationships with peers, faculty, students, administration and other interested parties
Experience in working effectively in an environment subject to quickly changing priorities
Evidence of effective communicate skills, both written and verbal
Experience in interpreting student needs and determine when referral to other University resources is appropriate
Experience in demonstrating sensitivity to needs of a diverse student population
Experience in designing presentation materials and giving oral presentations in group settings
Experience in applying the principles, techniques and methods of teamwork, compromise and collaboration to produce desired outcomes
Experience in coordinating and prioritizing work and activities of self and others
Experience in using internet-based research tools and Microsoft Office computer applications
Experience in Salesforce
Experience in PeopleSoft

Manager, Retention Effectiveness Resume Examples & Samples

Work with Center Director and/Team Managers to define baseline performance objectives for revenue that are site-specific
Meet and exceed all of the evaluative and diagnostic measurements
Achieve and maintain a significant level of knowledge of customer care operations, projects and services, competitive issues, individual, team and office performance and corporate and marketing strategies
Successfully implement incentive programs from a national and local level with proper SOX approvals
Execute effective, creative and enthusiastic delivery of rewards and recognition to individual, teams and the center
Maintain effective, constant communication with the support areas, managers and other center employees
Train, coach and develop advisors and leaders effectively
Be familiar with the Advisor job, requirements, processes and systems
Strong commitment to providing world class customer service
Ability to communicate orally and in writing in a clear and straightforward manner
Strong leadership skills with the ability to anticipate, accept, adjust, communicate, coach, and execute changes in a fast paced, dynamic call center environment
Strong time management, organizational skills, and presentation skills
Strong Relationship Management, general business and decision making skills
Team facilitation and training skills
Proven drive to exceed customer expectations
Ability to handle multiple projects and tasks
Ability to work flexible schedules that may include evenings/weekends
Customer Service experience in call center/related field 2-5
Supervisory experience leading a team of 15 or more 1-2

Manager, Retention & Engagement Resume Examples & Samples

Under the general supervision of the Associate Director of Undergraduate Services is responsible for the development, implementation and assessment of a variety of undergraduate academic achievement and student success activities designed to support the student success initiatives for the Mary Lou Fulton Teachers College
Work collaboratively with advisors, directs and coordinates daily operations for the development and implementation of a suite of undergraduate achievement and student success programs, resources, and workshops targeting the needs of the undergraduate student population
Create training for the student ambassadors to increase knowledge of campus resources, leadership skills and peer-to-peer relationship building
Manage a caseload of students (transfers, sophomores, FTF)
Oversee and participate in planning, developing and administering all program budgets; reviews funding and budget needs in coordination with team leads
Supervise, hire, train and evaluate assigned staff
Benchmark, develop and implement first year programs and student success programs for both freshman and transfer student populations
Review and update marketing related to student engagement and educational opportunities. This includes but not limited to monthly newsletters sent out to all current and enrolled students in both undergraduate and graduate students as well as social media
Coordinate all postings
Evidence of a Master's degree in field appropriate and higher education experience working with undergraduate academic achievement and student success programs for freshman, transfer, and online student populations including strategic planning and assessment
Experience leading academic achievement and student success programs such as Residential Community experiences, New Student Orientation, Fall Welcome, Tutoring, Study Groups, etc
Experience with My Reports (or other types of data warehouses)
Experience in demonstrating leadership
Experience in adapting and utilizing new technology, practices, policies and methods
Experience in interpreting student needs and determining when referral to other University resources is appropriate
Experience in using Salesforce

Senior Manager, Retention Operations Resume Examples & Samples

Ensures that all new hire and upsell training programs are executed as designed and are delivering a high level of product and service information
Coordinates between Corporate Workforce and site recruiting to ensure staffing levels are aligned with call volume projections
Coordinates with site Director and Managers to ensure targets for key performance metrics are met or exceeded: Save Rate, Retained Revenue, Service Level, Average Speed of Answer, Quality, and Attrition
Through the use of trended data and call monitoring efforts, analyzes save and disconnect trends and makes recommendations for Representative behavior modification, and offer utilization strategies
Assesses the sell-in performance of all new products and services, specifically Digital, Internet, and Voice to ensure the site is exceeding sell-in goals
Provides ongoing developmental feedback and project support to the teams based on relevant and data driven facts
Directs process and procedures, work order accuracy, quality, and adjustments, ensuring that all compliance requirements are met
Proficient with cable billing systems (CSG, Cable Data, etc.)
Extensive knowledge of call center operations and processes
Strong knowledge of cable operations, customer care methods and new technologies
Ability to communicate effectively at all levels
Ability to lead, manage and motivate personnel
Ability to manage work flow, improve overall company effectiveness and productivity
Ability to positively influence and persuade
Effective analytical and personal computer skills

Lead Program Manager, Retention Marketing Resume Examples & Samples

Lead the development, execution, enhancements of proactive marketing programs for the retention marketing
Utilize multiple inputs, including competitive intelligence and data analytics to monitor and optimize KPIs
Manage customer segmentation design and operational execution
Forecast, track, analyze and communicate key retention metrics
Manage sales operations partners to execute Outbound Telemarketing campaigns
5+ years’ relevant experience (Marketing, Research, Analytics or Program Management)
Ability to effectively operate within diverse and cross-functional groups
Experience managing outbound telemarketing, email campaigns, and integrated marketing
Strong problem solving and analytical skills, including a qualitative and quantitative skill set
Ability to champion ideas and execute in an expedited timeframe
Occasional travel (~20%)
Bachelor’s degree in Marketing, business or related field of study

Senior Manager, Retention Marketing Resume Examples & Samples

Develop a cross-channel customer retention strategy to address attrition before it occurs, at the point of attrition, and afterwards
Lead the retention marketing strategy with respect to segmentation and targeting, treatment, and test and learn plan
Work closely and collaboratively with several internal departments including research, decision management, creative management, channel partners, and product management in cross-functional teams to enhance our capabilities and develop strategies and campaigns that help E*TRADE meet our retention goals
Drive and optimize campaigns through insights and analytics
Identify actionable insights through ongoing measurement and tracking of marketing campaign effectiveness and KPIs and communicate your findings to leadership through executive-level presentations
Proactively forecast and report successes, inconsistencies and underperformance with high urgency and professionalism

Manager, Retention Resume Examples & Samples

Top-tier undergraduate degree or advanced degree (e.g., MD or PhD)
2+ year experience in top consulting firm
Experience in healthcare (payor or provider space) would be a plus
Experience in marketing and customer loyalty would be a plus

Senior Marketing Program Manager, Retention Resume Examples & Samples

Functionally support the Residential / Commercial Winback and Movers business owners to ensure systemic order-flow / offer process optimization
Participate in User Acceptance testing for system implementations
Drive change by modifying and creating business rules & requirements and working with other parts of the business to implement new processes and procedures that support products and offers in an integrated environment
Understand, gather, document and effectively communicate program business requirements to cross functional partners and ensure that solutions meet the needs and objectives of the marketing and retention stakeholders
Facilitate meetings and proactively work action items, and ensure that issues are brought to resolution
Employ Root Cause methodologies, provide recommended actions and drive resolution
Articulate business directives and gain consensus on initiatives
Use effective time and project management skills to consistently meet deadlines and ensure preparedness for programs’ implementation, execution and subsequent program operations and performance tracking

Manager, Retention & Lifecycle Management Resume Examples & Samples

Cross-Channel Marketing Plans:Develop and manage marketing campaigns tailored to multiple subscriber segments across multiple channels (email, on-site messaging, mobile, social) centered around specific “priority moments”
Ongoing Testing: Develop and manage ongoing testing for each channel and segment to ensure continued innovation and optimization for retention and stops reduction
Segmentation: Customize marketing plans for different subscriber cohorts leveraging propensity models, personalization and randomized control trial testing. Work closely with data and analytics groups to formulate strategy, design experiment, and analyze campaigns. Interpret results and make actionable recommendations for rollout and new test ideas
KPI Tracking:define andManage towards KPI’s for retention – including lifecycle success, customer satisfaction, stops reduction and LTV
Reporting: Analyze marketing campaign performance and trends. Produce and present reports to understand effectiveness and ROI; provide recommended courses of action
Collaboration:Partners closely with colleagues in Customer Development and Retention, Segment Leadership, Channel Management, Operations, Customer Care and Experience, Brand and Design, Product, Analytics and Newsroom on strategy, implementation and performance of programs
Bachelor’s Degree in Marketing, Communications or related field
6+ years relevant work experience in digital and direct response marketing, performance marketing, retention, consumer marketing, and / or subscription management
Strong critical thinker with data driven mindset. Ability to translate data into actions
Experience in customer segmentation with an understanding of predictive modeling
Strong project management and interpersonal skills with a drive to take initiative in a challenging, fast-paced environment of multiple priorities
Self-motivated and results oriented with a high regard for attention to detail
Poise and maturity to deal professionally and collaborate across functions and internal stakeholders

Senior Manager, Retention Marketing Resume Examples & Samples

Lead the development, execution, enhancements of proactive marketing programs for the retention marketing
Utilize multiple inputs, including competitive intelligence and data analytics to monitor and optimize KPIs
Primary interface and subject matter expert for day-to-day operations necessary to maintain key business goals
Manage customer segmentation design and operational execution
Forecast, track, analyze and communicate key retention metrics
Achieve results by leveraging internal and external (marketing agencies, call center vendors, et. Al.) resources
Manage sales operations partners to execute both digital & outbound telemarketing campaigns
Use effective time and project schedule management to consistently meet deadlines for program launch
Maintain and reconcile a detailed annual expense budget
5-7 years relevant experience (Marketing, Research, Analytics or Program Management) required
Ability to effectively operate within diverse and cross-functional groups
Experience managing outbound telemarketing, email campaigns, and integrated marketing
Strong problem solving and analytical skills, including a qualitative and quantitative skill set
Ability to champion ideas and execute in an expedited timeframe
Proficiency in standard MS Office applications
Occasional travel required (~20%)
Results-oriented
Ability to accommodate change and adapt accordingly
Excellent communication skills, including working effectively with business and technical managers

Product Manager, Retention Resume Examples & Samples

Keep on top of industry trends and technologies, and be prepared to apply them quickly
Keep on top of Crackle’s trends and technologies, specializing in registration and user benefits and how they compared to competitor trends
Refine and enhance Crackle’s current user benefit offering while creating and maintaining an additional backlog of future features and experiences
Author detailed product briefs explaining the why and the what for a given initiative
Work closely with programming, marketing, content operations, research, legal and PR teams to ensure product specifications include all necessary business requirements
Create flow charts and user stories and work with solution design and UI/UX teams to ensure product specifications are met with final solution/design
Develop and track all key metrics related to Crackle user registration and device activation, specifically the ease-of-use, usage of promoted benefits, returning users activity, etc
Track all key metrics related to Crackle programming/merchandising areas, specifically which areas/programming give us maximum viewership versus areas and programming that under-perform
Assist in defining the long term roadmap for a specific product to ensure all meet business objectives
Any other tasks as assigned or required

Manager, Retention Resume Examples & Samples

Develop and implement retention programs in order to save controllable basic and digital customers, including those with High Speed Internet service and Telephony service
Develop and implement front line incentive reward/recognition programs specifically focused on retention of Charter's products and services and work with the local KMA to integrate those programs throughout all departments
Introduce and provide coaching skill training for retention programs in customer care and technical departments
Work with the KMAs on their non-pay disconnect process with specific focus on better retention of non-pay customers and field saves
Develop weekly retention performance reports to include disconnect by reason, number of saves, churn/migration analysis, and employee save summaries
Develop 'Retention Specialists' in the system, both at the Supervisor and CSR levels. Develop accountability standards and manage their productivity and performance
Observe the field disconnect process. Assess our ability to effectively collect past balance due monies and develop training to improve collection efforts at the door
Assess the sell-in performance of all new products and services, specifically Charter Digital, High Speed
Data, and Telephony to ensure the Call Centers are exceeding sell-in goals. Perform other duties as requested by supervisor
Ability to read, write, speak and understand English
Ability to communicate orally and in writing in a clear and straight forward manner
Ability to deal with the public in a professional manner
Ability to handle multiple projects and tasks Ability to maintain high level of self-motivation Ability to prioritize and organize effectively Ability to supervise and motivate others
Ability to work in diverse and challenging atmosphere Knowledge of cable television products and services Knowledge of cold call sales skills
Vision ability close vision, peripheral vision, and ability to adjust focus
Bachelor's degree, customer service or related field, or equivalent experience
CATV experience Management experience Call center experience (3 years)
Management experience (2 years)
Call center experience (2 Years)

Senior Manager, Retention Marketing Resume Examples & Samples

Lead, build, develop, and motivate a strong 7-person Retention Marketing team to create and execute strategic & tactical plans that align with buyer (increase buyer engagement and buyer frequency) and seller business goals (increase seller adoption of features)
Ensure the smooth roll-out of Etsy’s new Salesforce ESP through collaborating with the Retention marketing team, Database marketing team, Internal Platforms, and Data Engineering
Drive targeted marketing at scale across Email and Push using knowledge, data, insights and research to make informed decisions. Liaise with the Programs & Planning team to help set global marketing strategies
Implement an aggressive testing strategy across Email and Push to accelerate growth of Retention Marketing both in the US and for 8 international countries
Guide forecasting, tracking and managing budgets to deliver results for the global Retention strategy
Monitor performance of emails/push efforts, regularly communicate insights from the work with stakeholders throughout the company and flag any issues in reporting/send execution in a timely and concise manner to relevant parties
Strike a balance between taking a proactive and reactive approach to building for the short and long-term
Build excellent internal and external relationships with key stakeholders

Manager, Retention Resume Examples & Samples

Assesses skills, identifies and addresses gaps to maintain and improve performance for in-house, call center and field member retention teams
Provides data analysis using Salesforce and other operating systems, including CMS, to implement operational changes and increase efficiency of the in-house call center and field member retention teams
Analyzes team performance statistics for the in-house and field retention teams, inclusive of all inbound and outbound call center metrics and outreach campaigns
Analyzes in-house operational production metrics including staffing, scheduling and forecasting procedures
High School Diploma required, with a minimum of 7 years of Supervisory/Management experience
Bachelor's Degree preferred, with a minimum of 3-5 years of Supervisory/Management experience
Experience working in a Sales/Retention environment with an emphasis on goals & metrics, required
Fluency in a second language, preferred
Access a personal vehicle and a valid Driver's License, required
Ability and willingness to travel to all areas within the Greater NYC Metro area, required
Ability to work a flexible schedule including evenings and weeks, required
Proficiency in Microsoft Office: Excel, PowerPoint; Word, Access; Visio; Internet navigation
Proficiency in Salesforce, preferred