Retention Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the retention job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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F Schulist

Florine

Schulist

9889 Savannah Gardens

Chicago

+1 (555) 591 7102

9889 Savannah Gardens

Chicago

Phone

p +1 (555) 591 7102

Experience Experience

New York, NY

Retention Analyst

New York, NY

Braun and Sons

New York, NY

Retention Analyst

Provides information to assist with the feedbackand serve as a liaison to field employees for data related projects
Support and development of Executive Reviews andQuarterly Business Reviews for the Account Management department
Support and development of Executive Reviews and Quarterly Business Reviews for the Account Management department
Performs root cause analysis of scorecard data to identify customer satisfaction improvement opportunities
Performs root cause analysis of scorecard datato identify customer satisfaction improvement opportunities
Provides information to assist with the feedback and serve as a liaison to field employees for data related projects
Builds and develops Ad Hoc Reports as necessaryfrom company operating systems

Dallas, TX

Supervisor, Retention

Dallas, TX

O'Keefe LLC

Dallas, TX

Supervisor, Retention

Manage agent compliance of call handling metrics to include productive time, schedule adherence, handle time, after call work, etc
Analyzes and creates reports to recognize trends in productivity on an individual and group basis
Develops and leads an effective team that proactively retains Comcast customers and effectively communicates the benefits of Comcast products and services
Communicates and ensures use of established administrative policies and procedures for the call center
Provide recommendations on save offers and business rules to support Charter's strategy
Conducts monthly team meetings to deliver key communications and build team spirit and provide employee recognition
Demonstrated success working with internal and external resources to build support new initiatives

present

San Francisco, CA

Retention Marketing Analyst

San Francisco, CA

Ferry, McDermott and Rodriguez

present

San Francisco, CA

Retention Marketing Analyst

present

Develop and own CRM reports and summarize performance to various teams in the organization on a weekly basis
Own progress toward defined, program-specific success metrics for total service consumption, working with manager to course correct strategies as necessary
Work with Product Marketing and Leadership council product leaders to develop and maintain an editorial calendar to effectively convey key program messages
Create data-driven, dynamic campaigns, audience segmentation strategies and testing plan to maximize ROI targets
Execute outbound communications (primarily email) to executives who subscribe to the services of specific programs. The communications are designed to promote aspects of the service and encourage consumption in order for our clients to secure value from the service. Specific activities include
Develop a personalization strategy
Establish and build relationships with stakeholders including marketing, engineering, merchandising, creative, copy etc

Education Education

Bachelor’s Degree in Business

Ball State University

Bachelor’s Degree in Business

Skills Skills

Previous Sales Experience (highly desired)
Knowledge of product/procedures
Excellent oral and written communication skills
Ability to stay composed and objective
Ability to use phone and computer systems
Strong listening/comprehension skills
Strong interpersonal skills
Phone related Customer Service
Demonstrate a positive attitude
Patience/empathetic

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Senior Analyst, Retention Analytics Resume Examples & Samples

Customer segmentation
Retention program effectiveness
Optimizing customer success
Loyalty program optimization
Customer On-Boarding effectiveness SQL or SAS required. This person will analyze customer behavior and patterns to drive customer engagement strategies and develop and implement test designs
The ideal candidate is versed in customer retention strategy and analytics
Strong experience with SQL/SAS required
Bachelor’s Degree in Statistics, Applied Mathematics, Economics, Computer Science or other quantitative field preferred
Proven track record in analytics with a consulting firm, agency or on client side (marketing/media/sales) strongly preferred
Practical knowledge applying analytical techniques such as time series regression, decision trees, segmentation, cluster and factor analysis to real-world data
Understanding of sampling and testing methodology including A/B splits and multivariate testing

Retention Analytics & Performance Management Senior Manager Resume Examples & Samples

Working with the corporate “big data” team, and group of high powered statisticians to drive the build out and implementation of 4-5 predictive models
Being the point person for designing test constructs to balance maximizing learnings with optimal test quantities required
Leading/owning development of Retention budget/forecast across CCS
Bachelors Degree required , masters preferred
8+ years of related marketing, channel development and analytics experience
Direct marketing, customer communications, and campaign management experience across traditional and digital channels
Ability to effectively interact with analytic team to read results, and identify and act on opportunities
Demonstrated customer focus with the ability to identify customer and behavior insights from test results and market research
Highly Inquisitive yet focused on delivering results
Strong project management, multi-tasking, and leadership skills with sharp attention to detail
Strong communication skills, both written and oral, with the ability to present information clearly and professionally

Senior IAS Retention Consultant Resume Examples & Samples

A Bachelor's degree or some college and related professional designations preferred
NASD Series 6 and 63, as well as current Insurance licensing, including ability to be licensed at date of hire in 51 jurisdictions. Must obtain Series 7 license within 120 days of hire as condition of employment
Strong understanding of TIAA-CREF's products and services, regulatory guidelines and TIAA-CREF specific processes and procedures
Strong knowledge of the financial environment including legislative and regulatory environments and familiarity with estate planning, retirement planning and tax issues

Retention Associate Resume Examples & Samples

Makes outbound calls to current and former subscribers to prompt for payment, solicit re-sales, inform of renewal marketing initiatives and verify subscription starts
Achieves and/or exceeds standards of performance (SOP's)
Attempts to retain current customers who attempt to cancel
Offers new and upgraded products to existing customers and promotes EZ Pay
Provides accurate product knowledge concerning rates, delivery times, and payment options
Keeps abreast of current subscriber offerings and initiatives
In the subscriber database, documents the customer’s request to change their subscription offers and payment options
Answers telephones and responds to e-mails regarding delivery, promotional material, subscription-related questions and/or customer related issues
Accesses computer systems to key delivery, billing and sales information related to telephone calls Documents all calls, including Just Ask coding
Sets up new office pay accounts, posts payments to accounts and balances payments processed
Performs data entry into circulation subscriber database and demographic profile database on both mainframe terminals and PC’s
Works on special projects

Gcg-regional Activation & Retention Campaign Management Head Resume Examples & Samples

Review/redefine all activation and retention campaign related efforts performed in the countries
Manage related marketing budget in all the countries, define saving opportunities, propose testing (champion/challenger) to improve current results
Manage regional relationship with all the key regional stakeholders to work the new centralized execution framework (Compliance/Decision Management/Marketing/Legal)
Define and coordinate incentive programs for those channels that are impacted by these activities ( Customer Retention Unit)
Supervise execution steps performed in the different countries, challenge current practices and propose changes for standarization
Provide feedback to the related managers in the countries working on these activities/ build a team that will be able to move and execute the related activities
Update seniors, define country budget drivers that will impacted/owned by this function (retention accounts, incentive cost, activation rates)

Specialist, Retention Marketing Resume Examples & Samples

Assist in the development and implementation of magazine subscription renewals & billing campaigns including direct mail retention & billing campaign; specification memos, series creation, selection & mailing; promotional materials stock maintenance; promotion timing; creative, and analysis. Create & maintain sample files of active and historical promotion materials.(25%)
Assist in conception, implementation, and deployment of e-mail and digital programs as assigned; creative, fulfillment, reporting; accuracy and timeliness of e-mail deployments and corresponding landing pages, etc.(15%)
Maintain & enhance profit and loss reporting; retention rate reporting, and other detailed analysis on a monthly basis. Create, maintain, and improve analytical reporting as assigned in support of group title marketing and operation.(25%)
Work with and instruct external vendors in implementation of marketing activities and campaigns. Monitor renewal and billing selections, mailings, and related activities of compliance with specifications. Check promotional materials for accuracy and conformity to these specification memos. (15%)
Create, maintain, and improve analytical reporting for marketing and operations. ( 15%)
Manage special projects as needed. (5%)

Manager Activation & Retention Resume Examples & Samples

Minimum work experience of 9-10 years with a minimum 3-4 years of experience in team handling role with demonstrated experience in coaching and providing feedback
Excellent Interpersonal skills and verbal/written communication skills
Ability to work with multiple levels of management internally and with customers (or clients)
Should be flexible to work in rotational shifts and rotational scheduled offs
Excellent business presentation skills
Data management and ensuring on time publication of required MIS
Needs to be strong on data management and analytical skills

Retention & Development Account Executive Preferred Public Accounts South Carolina Resume Examples & Samples

Provides customer and competitor feedback to management
8+ years of related experience in field based sales
Strong knowledge of industry products and relationship sales
Ability to operate remotely and/or travel 70% of the time within the region
Requires proven selling ability in previous job level
Must live in South Carolina, no relocation available. Ideal cities are Charleston, Columbia or Myrtle Beach

Senior Director, Retention Marketing Resume Examples & Samples

Define email and mobile marketing program vision as well as strategies to drive respective channel growth and innovation
Optimize email program to drive client engagement, revenue, and retention, as well as reinforce Sephora brand positioning through elevated marketing of products, integrated campaigns, promotions, and social content
Build a robust email trigger and transactional campaign strategy to achieve key client KPIs, including new client activation, upward migration, and lapse prevention
Partner closely with Analytics to develop personalization strategy for email and mobile channels
Drive increased store traffic through optimal notification and local content strategies across email and mobile marketing channels
Be lead business owner of newly implemented campaign management system to drive targeted cross-channel marketing for increased client engagement and retention
Oversee and socialize the email/mobile marketing calendar with cross-functional stakeholders, testing variations in creative, messaging, content, and segmentation
Develop an in-depth understanding of the marketing calendar, backend systems, and cross-functional requirements to optimize email/mobile notification channels for high-quality and efficient execution
Efficiently respond to business needs through email/mobile marketing channels based on an ongoing understanding of current business trends and channel performance
Lead regular hindsights to stimulate benchmarking and ideation of channel growth opportunities
Ensure channel practices are current, legally compliant, and consistent with best practices as well as regulatory standards
Analyze email/mobile channel performance and client engagement trends; leverage insights for desired business goals
Forecast, prepare and manage financial objectives as well as budgets for programs
Ensure quality and on-time execution of all email, mobile push and in-app messaging campaigns
Manage all relevant vendor relationships and contract agreements
Manage team of 8 employees; potential to expand team based on business opportunities
BA with a degree in Marketing or related field; MBA preferred
7+ years of relevant digital marketing experience, including 2+ years of email marketing experience
Previous experience managing, motivating, and developing teams
Understanding of email marketing processes and production, as well as passion for customer lifecycle marketing
Ability to work cross-functionally and prioritize requirements from various stakeholders including senior management, editorial, merchandising, analytics, and other marketing teams
Proven strategic thinking, analytical, data interpretation, problem-solving and negotiation skills
Strong project management and process development capabilities
Strong knowledge of Microsoft applications (Excel, Word, PowerPoint)

Client Retention Consultant Resume Examples & Samples

Provide an exceptional client experience when receiving and/ or initiating calls to adviser or clients
Learn and maintain knowledge of technical aspects of core and specialised retail products
Identifying gaps in current processes and maximising sales opportunities as and when they arise

Senior Consultant Retention & Customer Engagement Resume Examples & Samples

To succeed in this fast paced demanding role, you will have demonstrated knowledge and experience of coaching and guiding a high performing team
Ability to build and maintain internal and external relationships with excellent people skills
Previous experience in call centre environment, targets and achieving results for the business will ensure your success
Complaint and conflict resolution experience
If you believe you have the drive, passion and skills required to join this fast-paced energetic team then please apply today

Supervisor, Retention Resume Examples & Samples

Effectively coach, motivate, lead and inspire retention specialists to achieve and surpass individual saves and sales quotas
Develop employees by identifying strengths and areas of opportunity
Monitor and score calls and provide coaching and feedback
Coach employees on sales/saves performance
Facilitate team meetings and huddles
Measure performance metrics and reporting
Communicates department goals and objectives
Ensures team is adhering to schedule in order to meet service level objectives
Leads by example and ensures the satisfaction of internal and external customers
Has a heart for the retention specialists and desires to develop the team
Analyzes trends and reporting
Creates a positive, professional and fun environment
Inspires team to perform through creative incentives and contests
Strong awareness of competitive pricing, offers, and packages in the marketplace
Customer-centric mentality
Passion for the customer
Self-motivator - upbeat and with a high energy level
Strong work ethic

Senior IAS Retention Consultant Resume Examples & Samples

Proven ability to succeed in results-based sales environment
Excellent verbal and written communication skills; Possesses the ability to ask appropriate probing questions and influence the direction of each communication
Working knowledge of financial products and services
NASD Series 6 and 63, as well as current insurance licensing, including ability to be licensed at date of hire in 51 jurisdictions
Must obtain Series 7 license within 120 days of hire as condition of employment

Assistant Retention Team Manager Resume Examples & Samples

Assisting Team Managers to develop and effectively lead a high performing team
Support the delivery of the Quality framework which measures and manages quality consistently across the business unit by monitoring calls, emails and transactions, and providing timely and effective feedback to members of the team
To act as a point of escalation for Customer Response

Retention Finance Analyst Resume Examples & Samples

Provide weekly and monthly analysis
Analysis on retention of customers
Budget processes
Finalist/Newly Qualified Accountant (ACA, ACCA or CIMA)
Revenue/commercial analysis experience desirable

Field Retention Supervisor Resume Examples & Samples

Coordinate with Area Sales Manager to supervise all Field Retention activities
Monitor attendance, production and other activities of Field Retention Sales Reps
Enforce policies and procedures
Take corrective action when needed and document actions taken
Responsible for writing and conducting performance evaluations
Analyze areas and performance to required quotas to provide feedback to Direct Sales Reps
Interviews, selection and training of new employees
Compile field sales retention results and report as required to the Area Sales Manager
Assist in ensuring that staffing levels are adequate to meet scheduled activity and sales requirements
Assist Area Sales Manager in conducting sales meetings regarding sales product offers, bonuses, sales activities, goal setting, etc
Promptly handle customer complaints regarding scheduling, pricing, and other direct sales-related calls
Assist Area Sales Manager in establishing policies and procedures, commissions, incentives/bonuses etc
Keep management and/or other departments abreast of current developments, concerns or events as they occur. Coordinate with other supervisors and managers as needed
Maintain effective supervisor-employee communication. Provide leadership and recognition as appropriate
Provide Sales and Product training to Direct Sales Reps as necessary
Attends all departmental and general meetings as required
Work hours vary and flexibility in meeting company needs that require weekdays and weekends
Provides general assistance to management, supports company initiatives and other duties as required

Retention Consultant Resume Examples & Samples

2 years' experience in a similar role – experienced with outbound calling
Experience in Financial Services/Wealth Protection Products a major advantage
Experience in retention of customers
Superb communication skills essential
Experienced in working to targets/KPI's
Ideally available to start ASAP

Head of Retention Marketing Resume Examples & Samples

Develop the strategy and lead the execution of a comprehensive retention marketing program
Design and lead the execution of a customer segmentation strategy that will maximize relevancy of communications, purchase and repurchase rate, reactivation and customer profitability
Manage targeted marketing to current members and customers through specific segments and channels such as: new members, existing customers, lapsed customers, daily email, promotions, push notifications, favorites, mobile, etc
Lead research efforts and use data analytics to improve efficiency and to identify new retention opportunities; to better understand our members and customers, use purchase history, source data and yield analysis as a guideline to develop targeting tests
Lead the creation, planning and execution of cost-effective promotion tests and plans that will maximize member activation, customer repurchase and profitability
Manage the tracking and analysis of sales performance against the ROI of retention tests and programs
Collaborate with Merchandising and Marketing leaders to develop a retention focused product/event merchandise calendar
Lead the development of marketing collateral, messaging and tools for all customer-facing communications that differentiate zulily from competitors
Collaborate with zulily Brand and Design team to ensure that retention messages and content are true to the overall zulily brand and are consistently reflected throughout all customer touch points
Oversee the partnership with key leaders in Technology to manage and optimize message and notification deliverability and reporting
Collaborate with Merchandising leaders to create offers, events and programs that drive targeted awareness and purchase of specific brands
Build and manage high-performing retention marketing teams that are focused on specified channels and segments
7+ years of marketing experience driving growth, profitability and increased engagement in an e-commerce company
Demonstrated success developing and testing customer retention strategies including: defining customer segments and channels; managing email service providers (ESPs) including deliverability, opt-out, etc.; deploying specific retention campaigns optimized for mobile platforms and channels, etc
Must have a testing and Q/A background and possess extreme analytical and quantitative skills paired with mad Excel hacking skills and/or SQL experience
Proven ability to thrive in a fast-paced, fluid environment and has experience with thinking out of the box and identifying creative solutions
Must be able to effectively prioritize multiple opportunities and select work that will make a meaningful impact on the business
Demonstrated success working effectively across an organization and at all levels
Demonstrated success building and managing high-performing teams
Bachelor’s degree in Marketing, Business or related field required, MBA preferred

HBO Manager, Digital Retention Marketing Resume Examples & Samples

Partner with internal and external teams to develop and execute all digital retention marketing campaigns inclusive of In-App Messaging, Push Messaging, Email, and other retention tactics
Measure and analyze performance in digital platform usage and across data sources to identify segments, and help tailor marketing communications segmented for those audiences
Inform data and system needs to develop, measure and optimize customer lifecyle KPI's
Develop testing calendar and manage test and learn methodology for email and app messaging with the goal of optimizing retention, upsell and winback results
Leverage data to develop new messaging strategies and continually optimize campaign performance
Communicate retention marketing best practices (segmentation, data governance, content)
Funnel retention insights into editorial and product development where applicable

Marketing Specialist, Retention Resume Examples & Samples

Tactical execution of high-level strategies identified to grow and optimize email & notifications marketing channels
Compile, analyze and track data to aid in decision making and optimization of campaign and email programs; reporting on the effectiveness of various campaigns overall and by cohort
Contribute to the development of the overall campaign and email marketing strategy and processes
Other ad hoc projects as determined by retention team
1 - 2 years of related experience or comparable educational background
Desire to think out of the box and identify creative solutions

Manager Direct to Consumer Retention Resume Examples & Samples

Ensure CRM is integrated in everything we do, maximizing every opportunity to capture consumer data e.g. Euro Football Championships, World Cups, Olympics and local Brand Campaigns
Be the interface with the global CRM Team to develop and execute a local engagement calendar that “connects consumers with their passion”
Work with the local sales channels (eCom and Retail) to execute best practice consumer centric campaigns in accordance with the cross-channel marketing governance rules, leveraging Brand and sales opportunities
Work with local BU’s/Brand Teams and key stakeholders to generate engaging content that keeps consumers coming back for more
Establish effective Retention-DTC/CRM processes that systemize 1-2-1 consumer engagement in a scalable model
Act as consumer champion in the Latin America (LAM) Market to ensure that the consumer is at the heart of everything we do
Be the expert on potential data sources so as to continuously add value to the quality of the adidas database and resulting consumer engagement
Fully bi-lingual, English and Spanish verbal and written communication skills
University Degree in business, ideally with marketing and sales focus or equivalent professional experience in eCommerce
2+ years of Retention-DTC/CRM (Customer Relationship Management) experience
Demonstrable knowledge and use of CRM software, in particular Campaign Management Tools (ideally such as Neolane and Microstrategy)
Familiar with different data sources and data-driven marketing best practices
Demonstrable knowledge and use of CRM data management processes
Knowledge and use of CRM Analytic Tools
Strategic, consensus-building and results-driven
Leadership, problem-solving and decision-making abilities
Strong project management and excel skills

Retention Finance Analyst Resume Examples & Samples

To analyse the Retention Channel Profitability and support recommendations to grow margin
To Coordinate the weekly and monthly internal reporting of the Retention performance across both Contract P&L`s
Financial appraisal of marketing business initiatives and promotions to maximise the benefit to the client
Provide value added feedback and recommendations - challenge and identification of key issues and options
Post implementation review of individual business cases within an appropriate time frame
Preparation of short and long term forecasts for input to budgets and business plans
To deliver efficient and effective communication to senior management with regard to Retention financial performance-related issues, updating on variances, explanations and providing recommendations where applicable
Capability to simply articulate key trends, drivers and dependencies
Experience of business partnering offering decision support
Newly Qualified+ : ACA/ACCA/CIMA
Excellent academic track record to degree level
Proven analytical skills, showing ability to both improve accuracy & efficiency and provide summaries and trend analysis
Advanced Excel required, with the ability to handle and summarise large quantities of data. Good understanding of PowerPoint

Senior IAS Retention Consultant Resume Examples & Samples

Ability to take incoming phone calls as warm transfers for Forms Requested – Cash Withdrawal alternate carrier while having a retention conversation with the participant
Ability to make follow-up calls with the participant
Provides high quality consulting, sales and retention support for selected participants
Metrics include meeting asset and client retention, profitability and productivity goals, and effective use of available professional resources
Responsible for retention activities and asset consolidation
Increases and maintains TIAA-CREF business by establishing, expanding and maintaining relationships with participants by guiding them to the appropriate sales or retention solution while providing a single point of service during the retention process

Senior Regional Manager Member Services & Retention Resume Examples & Samples

Proactively build and develop relationships with new and existing Members providing premiere customer service; showing care for all Members Team Members and club presentation. Setting the overall example for our Member Services team
Collaborates with other business owners throughout Life Time to enhance all Member and Guest experience
Experience business owner, understanding the application and execution of all Retention key performance indicators
7 to 10 years of managerial experience
7 to 10 years of customer service experience
Experience as MSMs or Sales Manager preferred
Significant experience outside Life Time is strongly preferred
Ability to handle and resolve conflicts in as professional, tactful manner
Knowledge of standard office procedures and computer software
Ability to define problems, compile and analyze data, establish facts, draw valid conclusions and recommend solutions

Audi Manager, Service Retention Resume Examples & Samples

This position is required to create and fully develop the strategy for AoA customer service loyalty and retention
Develop programs and initiatives that drive customers back to dealership for maintenance and repair work across all segments
Identify key strategy to keep pace with rapid service growth to ensure customer satisfaction with each service experience
Key inputs are Service Market Share data, AASMs, RASMs, other field personnel, Service IQ, service marketing, parts/accessory sales and capacity data
Develop short and long term strategy for increasing customer service retention
Develop and execute strategy to improve retention opportunities specifically in segments 2 and 3
Identify key indicators to drive change at the individual dealer level through the Regional teams
Create strategy to ensure fair practices across dealer body to improve customer loyalty
Deliver competitive price analysis results to dealers and field to ensure competitive pricing in all segments
Develop strategies to overcome dealership capacity issues to achieve retention goals
Coordinate activities and reporting for Service Process Consultants to maximize customer retention opportunities
Develop and deliver strategy to enhance service drive technology and interface with Progressive Retail team
Other responsibilities within capabilities as assigned by management
College Business Degree or comparable experience
Knowledge of automotive dealership operations
Knowledge of luxury retail operations and customers
Automotive retail or region experience
Understanding of JD Power CSI and IQS studies
Kb focus, internal and external customers
College Business degree
Prior OEM experience for luxury manufacturer
Customer relations experience

Mortgage Servicing Document Retention Lead Resume Examples & Samples

Maintain a rotation schedule for the team allowing the team members to be current on process changes, etc
Be able to identify and escalate areas of concern and/or challenges that impact the Document Retention area
Works monthly exception reports to identify and provide missing documents timely
Serves as initial point of contact within the team for questions regarding routine daily issues
Ability to review and approve timecards according to policies and procedures
Works closely with Sr. Leader in regards to coaching and mentoring team members
Performs additional responsibilities as needed

Supervisor, Retention Resume Examples & Samples

Supervise team responsible for retaining current subscribers of Comcast Business Advanced Voice, High Speed Internet and Video
Provides overall direction of the Business Advanced Voice Retention team to ensure performance, system database management accuracy, sales/retention reporting, and production/control of associated reports
Leads initiatives aimed at decreasing Advanced Voice churn that may or may not be related to Inbound Advanced Voice Retention team
Ensures Advanced Voice disconnects meet or exceed budget expectations
Ensures standard process guidelines are followed for operation of Business Sales and Customer Loyalty Center to include activity management, work queue management, and internal phone system use
Communicates and ensures use of established administrative policies and procedures for the call center
Conducts call monitoring, coaching, and coordination of training for retention team
Cultivates a positive and motivational team environment that supports the sales mission of the call center
Other duties and responsibilities as assigned

Manager, Email & Retention Marketing Resume Examples & Samples

Manage the email process workflow
Develop and oversee the email calendar for the Avon.com E-commerce business (across our Representative attached Consumer and DTC online businesses)
Collaborate with the digital marketing and creative design teams on content. Ensuring timely completion of creative briefs
Obtain approvals on email content from Legal, Creative, and Business counterparts
Actively coordinate ESP and supporting vendor interactions and maximize their service and offerings
Partner with the Merchandising team, Creative Design team and our email service provider to plan and launch daily emails, driving to online and offline channels
Work with the Analytics team to develop and implement a testing plan for key email components such as subject lines, links, creative tests, CTA, etc
Share program performance results and best practices with the broader Marketing and E-commerce teams on a regular basis with an actionable format
Work towards the optimization of key metrics including CTR, open rates, conversions, and retention
Manage and enhance our Trigger Email program by refreshing creative, subject lines, and testing as well as adding additional programs
Create and execute dataÂ driven, dynamic campaigns and deliver highly Âtargeted/segmented marketing campaigns, lifecycle messages, retention/reactivation programs, and loyalty building communications
Collaborate with cross functional teams to experiment and optimize landing pages and experiences
Continually perform competitive analysis of best practices/trends

Retention Associate Resume Examples & Samples

ASFA or DFP or industry related qualification is essential
RG146 or working towards is essential
Experience in a sales role is essential
Minimum 3 years in financial services
Knowledge of Life Insurance is preferred
Sales skills
Ability to negotiate and influence internal and external relationships
Call handling
Highly self-motivated and target/outcome driven
Strong customer focus
Ability to sustain performance under pressure
Flexible and able to adapt to changing environment
Strong commercial focus

Senior Manager, Home Loan Retention Resume Examples & Samples

Developing a strategy to reduce product and customer attrition, whilst optimising the margin and balance trade-off
Developing a deep understanding of the Home Loan business including customer experience, product and brand positioning within the market place and the revenue and cost drivers of the portfolio
Driving results from the Customer Retention Unit including pricing delegations, training, process improvement and standard operating procedures for the team
Developing and optimising the retention leads pipeline by leveraging events & triggers and propensity models and delivering through a robust test and learn framework
Participating and leading various Home Loan and cross functional projects
Building strong relationships with stakeholders from various BSUs for the benefit of Home Loan retention initiatives
A minimum three years experience with a top tier management consulting firm
Strong academics, with a tertiary qualification in Business/Commerce or a related field
Ideally you will have experience with Retail Banking Products or exposure within Financial Services
Demonstrated skills in Change and Project Management
Strong analytical skills supported by a commercial acumen
Proven communication and stakeholder engagement skills

Retention Operations Coordinator Resume Examples & Samples

Working on creative, innovative, and thought-provoking projects within various business units at Comcast during your cooperative experience
An inside look into the day-to-day operations of an organization at the cutting edge of media and technology
Mentoring from fellow colleagues through the Empowering Future Leaders Program (EFLP) to help you navigate your experience, provide coaching, and expand your professional network
Continuously develop relationships with fellow interns through social activities, community building, and networking
Currently enrolled and pursuing a Bachelor's degree from a United States-based college or university with the Grad year of 2017 or 2018 (Sophomores, & Juniors)
Major: Business
Minimum 3.2 GPA
Excellent communication and interpersonal skills (both written and verbal)
Background in sales and customer service preferred
Looking for enthusiastic team member and self-starter
Must be well-spoken, well-written and a creative thinker
Must be very effective with PowerPoint and Microsoft Excel
Willingness to learn and work in a fast-paced environment

Regional Director of Retention Resume Examples & Samples

Ensure effectiveness of targeted Member programming
Improve the effectiveness of digital and print communication
Lead and ensure implementation of the new Member onboarding strategy for both divisions
Manage result information and create action plans from Member survey data (resign, downgrade, 90 days of membership, all Member Survey, etc.)
Develop an activity calendar for O.N.E./Community Members in major markets to promote usage and value of the ClubCorp Network benefits
Track and audit all club Member communication channels to ensure compliance of minimum standards
Facilitate and lead calls with assigned clubs, providing continual direction and support to maximize the sharing of communication best practices for training, improved revenues, the ONE strategy and ultimately improved retention within the assigned Regions
Provide period and quarterly retention analysis to RVPs and regional support team
Ensure necessary action is being taken to re-engage “at risk” members, and ensure a process to re-engage and re-connect them with their Clubs is in place
For All Member/HUB events, ensure tools and promotional materials drive optimal Member involvement for Member events. Track and provide analysis of the aggregated participation and budget of events, and recommend future events based on retention strategy, revenue impact and implementation
Partner with the Regional Support teams and help clubs with their quarterly revenue game plans and retention strategies, and ensure implementation in all clubs. Be a resource/consultant to RVPs, VPMS’s, General Managers and other members of the Regional Support team for clubs not performing at desired levels
In collaboration with the Regional and Club teams, design and implement a process to capture exit interviews at the Club Level. Help analyze the data and better understand why Members are leaving, and work with the clubs to formulate action plans to address
Responsible for the training and onboarding of retention resources at the assigned Clubs

Business Inbound Retention Supervisor Resume Examples & Samples

Supervise team responsible for retaining current subscribers of Comcast Business Class High Speed Internet, Video, and Digital Voice
Ensures standard process guidelines are followed for operation of Business Sales and Customer Loyalty Center to include activity management work queue management and internal phone system use
Conducts call monitoring coaching and coordination of training for retention team
Collaborates with internal clients to assure team is meeting and exceeding retention requirements
Analyzes and creates reports to recognize trends in productivity on an individual and group basis
Design/redesigns reporting and tracking mechanisms in order to optimize visibility and tracking efforts
Lead team by example in key areas: selling skills, funnel management, forecasting, product knowledge and closing sales
Ensure CRM software is accurate and up to date on daily basis
Coach and develop all sales representatives in providing superior customer service, achieving quality standards and meeting performance expectations by giving timely and appropriate feedback. Hires, disciplines, and terminates personnel as necessary
Conducts team meetings to improve skills, share best practices and deliver key communications
Partners with leadership in the business to business organization to ensure positive working relationships and effective communication between functional areas
Handles escalated customer calls in a timely manner and ensure customer satisfaction
Provide appropriate feedback to management from consumers and sales representatives to help business continue to grow and evolve

Retention Performance Senior Manager Resume Examples & Samples

Bachelors Degree required , masters preferred
8+ years of related marketing, and analytics experience
Ability to effectively interact with analytic team to read results, and identify and act on opportunities
Highly Inquisitive yet focused on delivering results
Strong project management, multi-tasking, and leadership skills with sharp attention to detail
Strong communication skills, both written and oral, with the ability to present information clearly and professionally
Ability to work in a fast-paced, demanding environment balancing multiple tasks

Retention Data Analyst Resume Examples & Samples

Understand YoY repurchase rate and identifying patterns between year of first purchase and churn
Dive into Customer Lifetime Value (CLV) analysis to identify high-potential customers and what it costs to retain them
Based on analysis make recommendations for future retention initiatives and offers
MBA candidates preferred (or undergrad candidates with degrees in mathematics or statistics)
Experience with retention analytics (and CLV analysis) strongly preferred

Marketing Coordinator, Retention Marketing Resume Examples & Samples

Bachelors degree required
Publishing experience a plus but not required
Analytical and well organized
This individual must possess the sensibility to manage a direct marketing effort that is consistent with the tone, image, and price point that The Enthusiast Network commands from its readers and advertisers
Ability to calmly multi-task is important as are really solid Excel skills
We encourage a strong team environment so candidate must be a team player

Reactive & Proactive Retention & Loyalty Analytics Resume Examples & Samples

Mine data, perform multi dimensional deep dive analytics, drive interpretation of insights/results, formulate bold, ground breaking novel recommendations that focus on spend and lend opportunities
Lead and manage US and Global resources
Integrate data from disparate sources including billing, rep notes, operations, vendor and partner
Proactively identify changes in voluntary attrition trends or developments that may drive changes in retention eligibility, offer strategy and channel by staying abreast of macro trends at the Citibrands and portfolio levels. Formulate business problems pertaining to customer target populations, offers and acceptance that could be answered through research (customer/market) and tests. This would include design and read of various offer testing
Establish and maintain a thorough understanding of the statistical and business impact of key variables on account, balance retention and post-retention sales /PnL behavior
Partner with the cross functional teams in order to introduce new offers, new targeting criteria and implement the optimization
Supervise development of attrition predictive models to different segments and sub populations all aimed at retaining the customer while increasing lifetime value
Visually display results and present them to various business partners and senior management
4-8 years of analytical work experience that includes data mining, statistical analysis, evaluating strategic choices, developing business cases and making financial projections
Previous experience in retention and call center desired
Strong P&L knowledge a must
Demonstrated experience using state-of-the-art analytical tools and methods to turn unstructured data into information and recommendations
Undergraduate degree in Economics, Mathematics, Engineering or some other quantitative discipline required. Advanced degree in Economics, Mathematics, Statistics, Econometrics, or other quantitative discipline is preferred
Superb communication skills and ability to work with cross-functional team members
Demonstrated ability in problem solving and think "out of the box"
Strong collaborative and leadership skills

Manager Service & Retention NY Knicks Resume Examples & Samples

Manage Season Subscriber renewal communication development, deadlines, calendar and execution strategy
Manage and execute subscriber and club retention programs, communications, benefits and events (i.e., Lifer/Family/Entertainment segments, tenure recognition, 1879/ Delta subscribers)
Evaluate and create effective subscriber benefits and renewal incentives
Coordinate marketing partnership activation to subscribers including renewal incentives, special offer, added-value and subscriber communication inclusion
Active role in budget management for all subscriber and club retention programs, communications, benefits and events for Knicks

Executive Manager, Product & Retention Resume Examples & Samples

Develop and manage SuperConcept's multi-channel, multi-brand product & service packaged solutions to be highly relevant to, and valued by target markets
Ensure market leading client experience of our solutions. Map and recommend improvements to the pre-post purchase experience of our products & services
Simplify and enhance the client experience of Products & Service solutions to drive client perceptions that AMP is 'one of the best' and 'easy to deal with'
Develop strong collaborative relationships with AMP and external product providers to develop integrated, quality experience solutions across the business
Demonstrated ability in product development and analysis
Experience in conducting customer segmentation strategies
Ability to interpret and analyse relevant data to provide customer insight, diagnose issues, trends and emerging problems and initiating actions
Strategic presentation development and delivery experience
Excellent interpersonal skills and stakeholder management. Team player attitude with a collaborative approach
Strong work ethic and ability to manage and prioritise
Experience with SMSFs, CMAs, Accountants, Intermediaries will be regarded favourably

Manager Enterprise Retention Resume Examples & Samples

Strong desire, attitude and the capability required to be part of a team with an aspiration to be a stand-out, outcome focused enterprise retention team, recognised both internally and externally
Proven project management skills and ability to prioritise and manage competing demands
Previous experience in developing and implementing customer strategy, and in building and launching customer focused initiatives and campaigns
Demonstrated stakeholder management and engagement skills, with persuasive and adaptive negotiating and influencing skills, and the ability to take a lead role in driving senior stakeholders towards a common goal
Enjoy working with data to identify trends and new opportunities to respond to drive business value
Creative problem solver who can align stakeholders to a course of action
Ability and willingness to develop a rapid and deep understanding of AMP's customers and products
Demonstrated thought leadership, with a willingness to speak up and challenge the status quo to ensure we put our customers at the centre of everything we do
Minimum 5 years plus experience in Marketing Strategy/operations in financial services or in Service based industry

Retention Supervisor Resume Examples & Samples

Previous supervisory experience over a team of customer service, sales/telemarketing, retention, collections, billing, or troubleshooting/repair agents a plus!
Develops personal performance plans with CEs and provides on-going performance feedback and quarterly performance plan reviews
Responsible for delivering key communications, building team spirit and providing employee recognition
Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees
Conducts real-time phone monitoring and coaching to employees in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels

Senior IAS Retention Consultant Resume Examples & Samples

Increases and maintains TIAA business by establishing, expanding and maintaining relationships with participants by guiding them to the appropriate sales or retention solution while providing a single point of service during the retention process
Strong understanding of TIAA’s products and services, regulatory guidelines and TIAA specific processes and procedures
A Bachelor’s degree or some college and related professional designations preferred

Ticket Service & Retention Associate Resume Examples & Samples

Evidence of a Bachelor’s degree in Business or closely related field preferred
Evidence of Six (6) months sales/telemarketing experience in sports season ticket sales or sponsorship sales
Demonstrated knowledge of ASU athletic programs
Demonstrated knowledge of the standards and techniques of customer service
Evidence of clearly communicating ticket program benefits to close a sale
Experience in developing and nurturing network of sales leads and prospects
Experience in delivering sales presentation to various audiences
Experience in meeting established retention rates
Experience working in a sales environment subject to extended periods of high volume telephone contact
Evidence of effective verbal, written and interpersonal communication skills
Resume/CV
Three (3) professional references (personal references are not accepted)

Retention Associate Resume Examples & Samples

Monday – Thursday 9am – 7pm
Friday – 9am - 5pm
Saturday – 9am -12noon (mandatory)
Achieves and/or exceeds standards of performance (sales per hour)
Works to negotiate with customers within company guidelines to retain existing business
Documents all calls relating to delivery, billing and sales information
Posts payments to accounts and balances payments processed

Director, Retention Marketing Resume Examples & Samples

Drive strategy behind segmented customer communications to subscribers to increase engagement leveraging multiple channels; e.g. email, on-site communications push notifications, etc
Develop communications across the full customer lifecycle, including creative development, targeting, segmentation, and performance analysis
Develop and plan marketing promotions that effectively utilize owned and paid media assets to engage WWE Network subscribers and re-engage/reactive lapsed subscribers
Build, test and grow loyalty programs to increase retention, driving strategy and testing various benefits and rewards
Manage marketing programs for customer renewals and win-backs including segmentation based on multiple data variables and testing of strategies to optimize response and conversion metrics
Provide strategic direction to internal and external partners on creative, logistics, and on-site planning to ensure the development of effective campaign materials including creative approval, media spend allocation and results reporting with a key focus on ROI
Collaborate with WWE Network acquisition marketing and customer service team members to develop new programs that will drive improvements in lifetime value
Work closely with internal TV, Live Events, Social, Digital and Creative Design teams to create and distribute marketing material
Work closely with Finance and Analytics to read and report results, update and create budgets and monitor marketing spend
Work closely with Technology and Digital Products teams on development of key product features and pricing/offer options to communicate product upgrades to subscribers effectively and appropriately
8+ years of consumer and digital marketing experience, preferably within subscription service organizations. OTT and/or SVOD experience a plus
Strong critical thinking and analytical capabilities, particularly in customer segmentation and modeling
Experience with content marketing, content syndication, direct response marketing, testing and analytics
Proven analytical and quantitative skills including a strong understanding of online marketing metrics
Understanding of Facebook’s (and other Social platforms) paid advertising platform, paid search, mobile media, affiliate marketing, display media, and sponsored content campaigns
Excellent verbal and written communication skills to include strong experience interacting with and presenting to senior executives, as well as the ability to successfully partner with employees across all levels and lines of business
Excellent attention to detail with an ability to thrive in a fast paced, entrepreneurial, high-energy environment that requires the ability to multi-task and implement high priority initiatives
Strong skills in MS Word, Excel, PowerPoint, and Outlook
Demonstrated understanding of the WWE brand
Able to work flexible hours including some nights and weekends based on business need
Willing and able to travel as needed for business- minimal travel required

Retention Executive Month FTC Resume Examples & Samples

Manage activation and churn management plans for subscription and corporate customers. Allocate budget and effort across these categories based on strategic priorities and value to News UK
Ensure that multi-channel, integrated campaigns are produced, prioritised and implemented effectively, working collaboratively with all teams within Sales and Marketing, so that customer engagement is optimised in quality and value terms
Deliver the targeted improvements in subscriber activation. Manage the reporting of KPI and other indices as per set criteria, on a daily, weekly, monthly basis
Deliver the targeted improvements in subscriber retention. Manage the reporting of KPI and other indices as per set criteria, on a daily, weekly, monthly basis
Deliver the targeted revenue and ARPU growth targets. Oversee the reporting of revenue against budget and forecast, on a daily, weekly, monthly basis
Work with Customer Experience to develop and embed a customer lifecycle management approach to retention. Build customer management and reporting capabilities around the lifecycle that enable execution, assessment and optimisation of the approach
Manage individual campaign and program budgets including all elements of the annual CRM budget
Drive an ongoing culture of improvement and innovation, creating and developing processes which will drive efficiency and effectiveness whilst continuing to ensure that customers are delighted
Thorough understanding of News UK business strategy and organisation particularly around multichannel subscription
Proven experience of managing complex stakeholder environments and revenue models
Thorough understanding of tools and techniques used in integrated marketing communications, direct response and analysis programmes
Thorough understanding of best practice in retention management, testing and rollout strategies
Ability to communicate technical or data led information to commercial teams in an engaging and informative manner
Ability to translate customer lifecycle events into creative execution produced by internal and external agencies
Experience of managing call centres advantageous

Client Retention Associate Resume Examples & Samples

Responsible for reaching out to inactive clients and reengaging
Discuss our services and educate business owners on how we can help them receive credits and incentives
Confident and energetic in scheduling client meetings, conference calls, and follow-up appointments
Ability to (re)close clients
Accountable for tracking proposals and following up with clients until signed proposal is received
Maintain client relationship management database (Salesforce.com)
Uphold first class client service
Previous experience in a fast paced environment a must
1-2 years of experience in a fast paced business development support role
Bachelor's Degree required
Excellent verbal communication and writing skills
Confident reaching out to clients via phone
Must be proactive; a go-getter
Strong working knowledge of Microsoft office suite of products, including PowerPoint
Experience working with CRM (ACT, Salesforce, etc.) software is a plus!
Must thrive in an entrepreneurial environment and want to grow professionally

Senior IAS Retention Consultant Resume Examples & Samples

Series 7 or can obtain within 120 days
State Life Insurance Capabilities in all 50 States or able to obtain within 120 days
1 to 3 years of experience
3 to 5 years of experience
Must have strong working understanding of TIAA’s competitors’ products and services
Understanding of retirement planning, 403B & 401k markets, macro-economics and investment products (qualified and non-qualified)
Understanding of Deferred and Immediate annuities
Fluent in retirement income planning
Strong working knowledge of TIAA’s products, services and financial planning capabilities
Understanding of 4 Financial Planning Pillars
Client Centered Selling Process (CSP)

Marketing Specialist, Retention Resume Examples & Samples

Works with our fulfillment house, Time Customer Service, to set up renewal and billing campaigns.Duties include proofing materials for accuracy, managing stock orders, and insuring that campaigns stay on schedule
Manages and monitors renewal web pages and email renewals
Manage special projects as needed

Manager Enterprise Retention Resume Examples & Samples

Min 5 years' experience in Marketing Strategy / operations
Experience in the financial services or service based industry
Track record in building excellent relationships with stakeholders
A proven corporate / professional accountability

Retention Supervisor Resume Examples & Samples

Conduct coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors
Develop and/or implement appropriate methods, practices, policies, procedures, and change processes to ensure continuous improvement
Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction. Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted
Participate in interviewing internal and external candidates
Responsible for each of the areas supervised, to ensure resources are utilized efficiently, in accordance with each area’s goals and objectives and in ways that consistently promote customer quality and satisfaction
Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

Retention & Customer Engagement Consultant Resume Examples & Samples

Previous contact centre experience (minimum 12 months preferred)
Relevant financial services industry experience (platform, superannuation, investments, pensions, tax) required
Intermediate computer skills
RG146 certification / Diploma in Financial Planning (preferred)
Please ensure when you apply you are available to work within the Contact Centre's hours of operation

Channel Marketing, Retention Analyst Resume Examples & Samples

Superior interpersonal skills
Effective time management skills and ability to meet deadlines; Excellent organization, multitasking, and prioritization skills
Intellectual curiosity and dedication to mastering complex terrain

Retention Marketing Analyst Resume Examples & Samples

Work alongside product marketing and product teams to understand program storylines and product offerings and then work with retention marketing team to develop, position, package, and communicate the membership value proposition effectively for key member segments
Facilitate best practice sharing across communications, whether for acquisition or retention marketing
Ideally 3-6 years digital communication, marketing, or sales experience
Ability to influence and partner with internal business partners on strategic product objectives and challenges; Energy and positive attitude to work with varying stakeholders and get them through to the “final mile” of action and outcomes; Persistent and relationship-focused
Demonstrated initiative and resourcefulness; Ability to build relationships and work well across multiple functions
Excellent written communication skills; Strong editing skills; Excellent oral communication skills; Ability to present self professionally and intelligently to internal clients/colleagues
Ability to form and test hypotheses with available data
Ability to learn substance of research quickly; Ability to graphically depict key insights; Synthesizes competitive information on an ongoing basis to inform marketing strategy
Proficient in Eloqua, Salesforce.com, BusinessObjects, and Google Analytics and able to present data clearly to inform decisions

Senior Manager Customer Churn & Retention Resume Examples & Samples

Contact Center Management – Provide appropriate daily/ongoing leadership support related to performance, resource allocation and staff development. Coordinate and handle elevated internal and external client issues and resolution. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses and production, productivity, quality, and customer-service standards
Strategy– Define, Develop and Deliver creative strategies, communication strategies, offer strategies, media tactics, to drive the customer experience
Business Planning and Budget Development - churn forecasting, identification of impacts of operational and policy changes, enterprise initiatives, changes in strategy, methodology, acquisition channel mix and other factors
Execution - Manage vendors, Collaborate with Customer Communications, Operations, Call Center and field teams
Customer Segmentation & Research – Analyze customer behavior and use this data to drive campaigns
Performance Management -Develop and maintain “dashboard” reporting that measures the effectiveness of strategies, individual programs and touches

Prepaid Retention & Lifecycle Manager Resume Examples & Samples

You have In-depth knowledge of customer value management principles and techniques with years experience in a marketing or related enviroment
You have advanced quantitative aptitude or capability
You have budget Management and Planning experience
You have knowledge of the Australian Internet / multimedia / consumer products industry
You have experience in driving programs of work for revenue outcomes
You have experience in stakeholder management to achieve support and buy-in for key Loyalty & CVM goals and initiatives

Specialist, Business Retention Resume Examples & Samples

Analyzes information to find appropriate solutions for policy owners, using tools such as illustration, product benefits and riders, product comparison, suitability and policy owner needs
Assists with retaining life insurance policies deemed at risk for surrender or lapse as needed
Champions department solutions for service and sales initiatives, and participates in projects to promote that strategy and accepts ownership for role in achieving team performance
Completes detailed documentation for reason for client surrender and replacement, communication with policy owners and agents, outcomes of retention efforts, and steps taken to retain at risk policies
Completes escalations and rush requests for contractual obligations, servicing issues with orphaned policies, and Compliance department requests to act as servicing agent for customer complaints as needed
Presents on retention outcomes and competitive updates during team meetings and department presentations to enhance efforts by other team members
Presents policy options to policy owners &/or agents about the benefits of Lincoln's life insurance products while identifying & recommending the most appropriate options & solutions to retain policies at risk for lapse, surrender, or external replacement
Proactively works with others across business lines to determine the best solution for successful retention strategies
Serves as a specialist to team members and applicable internal/external stakeholders on more complex assignments/projects for his/her assigned area(s) of responsibility
Supports pilot programs designed to optimize current business
1 - 3+ Years Experience in the financial services industry in a sales, marketing or product capacity.(Required)

Associate Director Student Retention Resume Examples & Samples

Develop activities that lead to freshmen retention including, establishing cohorts, working with faculty members teaching in the cohort sections on programming and other issues; ensuring that cohort programming is delivered effectively; hiring and training peer mentors as well as supervising their work; attending cohort classes and meeting individually with freshmen
Develop and implement retention strategies for freshmen not enrolled in the freshmen cohorts
Develop, implement and coordinate retention programming in the business living learning community in campus housing in conjunction with the residential life staff as well as the resident student peer mentor
Coordinate the yearlong mentoring program for business students with businesses in the community
Respond constructively and in a timely manner to a wide range of student inquiries and concerns related to academic needs as well as non-academic issues or concerns that can affect academic progress
Analyze data to identify at risk students as well as other metrics to assist with student retention efforts; reach out to freshmen students who have not registered for classes; conduct exit interviews with students who drop-out; research strategies to improve freshmen retention
Maintain familiarity with all relevant academic policies and procedures as well as with required course sequences and prerequisites; provide assistance to freshmen students from point of admission through the end of the first year
Implement strategies to recruit students, including exploratory students. Work with the Office of Admissions and area high schools to recruit students
Assess the effectiveness of retention strategies on a periodic basis
Bachelor’s degree required
Two years of experience in student retention, advising, and/or recruitment in a higher education setting
Exceptionally strong interpersonal and communication skills. Strong ability to advise, counsel and guide students toward academic success in the freshman year
Ability to function well in a diverse work and service environment with excellent planning and organizing skills, sound judgment and decision making abilities
Ability to perform varied tasks concurrently, keep confidential information, work independently and interdependently,

Manager of Retention Marketing Resume Examples & Samples

Manage full-cycle CRM promotions including planning, budget and risk management, through execution and post-promotion analysis
Devise and implement the company's CRM strategy
Accurately segment the customer database and develop appropriate messaging for each consumer based on behavior, spend, geography etc
Increase engagement by improving customer communications across Email, Facebook fan page, push notifications, InApp messaging
Set up lifecycle communications plans
Accurately report campaign ROI
Develop automated and personalized messages
Develop retention features within products
1+ years of experience in sales/marketing/analysis in social community management. Experience in the gaming industry is a plus
Exceptional analytics skills and experience working in a metrics driven environment
Self-motivated go-getter who is driven to achieve results creatively
Ability to manage multiple projects at the same time in a fast-paced environment

Retention & Development Account Executive Resume Examples & Samples

Responsible for growing business with targeted accounts in the NYC territory
Drives vertical expertise within the segment and facilitates feedback to the product group and business operations on customer requirements
Experienced in building virtual teams and using a consultative selling approach while managing the entire sales cycle
Identify strategic accounts and convert to net-new buyers

Enrollment & Retention Rep SHP Resume Examples & Samples

Trains new associates and answers questions relating to eligibility, retention, benefits, rates, methodology, and underwriting. Also assists in the distribution of workflow, quality and production standards of the team
Completes various administrative tasks, which may include mailing, faxing, updating databases, creating and maintaining group files, photocopying and microfilming
Minimum two years in a related field or production environment with personal accountability for own work
Three years administrative/accounting experience in a Health Insurance environment preferred
Ability to comprehend and follow detailed procedural guidelines
Ability to type minimum 35 wpm
Must have advanced PC skills, especially with Excel, Word and email, with spreadsheet and database experience
Bilingual required, preferably Spanish

Enrollment & Retention Analyst Resume Examples & Samples

Bachelor’s degree, or an equivalent combination of education and experience
Directly relevant professional experience in higher education recruitment, admissions and/or retention
Experience analyzing marketing channels, including but not limited to: Web site, search engine optimization, search engine marketing, e-mail and social media
Experience with data-driven approaches to marketing and student success initiatives
Exceptional analytical and organizational skills
Ability to work well with others as part of a team; and
Responsible management of data
Experience with Ellucian Banner
Experience with Web analytics tools, MicroStrategy, Hobson’s Radius and application products, and EAB’s SSC
Understanding of and commitment to promoting the value of an education in the liberal arts
Proficiency in design and/or using assessment tools to evaluate effectives of programs and inform resource allocation; and
Familiarity with the use of technology and media (Web, Twitter, Facebook, etc.) and/or other techniques to promote academic programs

Student Success / Retention Coordinator Resume Examples & Samples

Demonstrated knowledge of issues in higher education, retention practices, student development theory/practices, learning techniques, advising services, counseling, conflict management, crisis intervention services to assist students seeking resolution to academic or personal challenges
Demonstrated knowledge of university policies/procedures and services/resources
Demonstrated knowledge and practice of administrative skills, advanced work practices, and leadership qualities
Experience in stimulating positive changes in individual, institutional, and corporate behaviors to create a more sustainable environment
Experience in working with diverse student populations
Experience in problem solving and critical thinking for decision making
Experience in multi-tasking, working collaboratively with others, designing/presenting materials to a diverse audience, working effectively in an environment subject to tight deadlines, and handle potentially conflicting priorities
Experience in prioritizing work activities
Demonstrated knowledge and experience working with a range of people including students, staff, faculty, and American Indian Nations/Tribes particularly in a multicultural environment
Demonstrated knowledge of and experience in PeopleSoft, MyReports, Microsoft applications, Adobe Photoshop/Illustrator, HTML and CSS
Experience in performing independently and under stressful situations
Experience in FERPA policy and procedures
Experience in establishing and maintaining effective working relationships with a diverse population

Marketing Specialist, Retention Resume Examples & Samples

Bachelor's Degree is highly preferred
At least two years of experience, preferably in marketing is required
MS Word & PowerPoint proficiency is preferred

Senior Analyst, Marketing & Retention Resume Examples & Samples

Primary channel owner for flawless execution of marketing campaigns in the channel
Monitor performance of marketing campaigns through call-monitoring and analytics
Support the management of the day-to-day relationships and processes with key cross-functional partners such as: Performance Analytics, Marketing Capabilities and Operations, Business Rules, Technologies, Risk & Information Management, Finance, Customer Marketing Capabilities, Product Owners, Global Servicing Network Operating Centers and Marketing Partners
Ability to building and leverage strong relationships to influence partners and frontline CCPs
Ability to multitask and operate effectively under changing conditions
Clear written and verbal communication

Enrollment & Retention Rep SHP A Resume Examples & Samples

Communicates with beneficiaries or other parties involved in the case, either by phone or letter. Records inquiries, requests and responses while on call to track trends, create reports and document performance on all cases
Identifies and researches complex enrollment issues and priority cases to increase membership and retain existing members. Educates beneficiaries how to enroll with Health Net SHP
Takes appropriate action to correct or resolve the priority case. Assists members in connecting with other county agencies or the State enrollment contractor to help resolve enrollment and retention issues
Analyzes system issues and makes recommendations for process improvements. In addition creates correction forms for discrepancies noted in any enrollment system
Healthcare industry experience preferred
Ability to focus and complete multiple tasks accurately in a production environment
Must be flexible and receptive to working with a team
Ability to calculate and reconcile fee payments
Excellent communication skills including ability to clearly communicate with beneficiaries, representatives from the Regional Director’s office, and internal and external customers via letter or by phone
Detail oriented with analytical skills
Excellent oral and written communication and phone presentation skills

Supervisor, Retention Resume Examples & Samples

Communicates and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements. Identifies variances and creates effective plans to address gaps
Collects and compiles data to identify opportunities for service improvement. Ensures competence and continuity of qualified CAEs through optimum selection, training and development, appraisal and motivation techniques
Conducts monthly team meetings to deliver key communications and build team spirit and provide employee recognition
Develops and leads an effective team that proactively retains Comcast customers and effectively communicates the benefits of Comcast products and services
Approves CAE's time, manages schedules and time off requests to meet the needs of the business, motivates employees to achieve sales and compliance results and conducts routine office visits and audits

Retention Coordinator Resume Examples & Samples

Communicating information to customers such as; discounts, product updates, deadlines, processing sales order, and tracking delivery of products
Maintains each account by coordinating all necessary steps to ensure timely delivery. This will include, but is not limited to: creation of reports, filing, data entry, marketing materials preparation, and freight delivery notification and tracking
General knowledge of computers including Microsoft office and CRM software
Strong organizational expertise and practice
Ability to process and complete multiple tasks accurately
Accepts direction, is an independent worker, and team contributor
1-2 years in customer service or sales related role
Strong, positive communication skills
Talent and desire to move into progressively more demanding roles
Associates Degree or higher
2-4 years in customer service or sales related role

Retention Coordinator Resume Examples & Samples

Re-sign allocated customer base accounts and coordinate all necessary steps to complete the SchoolKidz
Computer Literacy
Accepts direction, is an independent worker, and team contributor. A good attitude is a must

Retention Rep-outside Resume Examples & Samples

Cold calls existing small to medium customers requiring contract renewals, renews contracts and generates new sales opportunities
Identifies new sources of revenue for existing customer base using tools available (market analysis tools/software such as Dun & Bradstreet data or CRM tools to aid in understanding upsell opportunities)
Develops and maintains consulting relationships to retain assigned base of existing customers. Makes regular contact and maintains expert-level knowledge of their business, industry and communication needs and challenges
Develops and maintains strategic account plans for continually maintaining and growing Cox Business’s revenue within existing accounts
Engages in save activities
Listens to and questions customers in order to understand their businesses’ communication needs, provide solutions to meet those needs, and troubleshoot and resolve sources of service, pricing and technical problems
Works with Sales Engineer (or Data Sales Engineer) and/or Sales Support Team to determine appropriate solutions and address any issues regarding installation or service
Sets up appointments for Account Executives to meet with customers if sale is not appropriate for the Outside Retention Representative to complete
Up-sells bundled telephony, data, wireless, and video, as well as other Cox Business products to current customers
Develops proposals and presentations for add-on products/services purchased by previously acquired CB customers
Negotiates pricing, products, promotions, and terms/conditions with clients
Ensures product pricing reflects pricing structures set at the corporate level
Determines serviceability of client location and whether construction is required; if so, obtains construction estimate and uses market’s software to test IRR of proposed services
Performs any necessary calculations pertaining to IRR, time periods, pro-rations, or competitive pricing comparisons
Educates customers in the use of installed products, service offerings, billing, charges, and product features
Works with Order Entry Specialists to complete sales orders. [Internal consulting]
Tracks orders and serves as a point of contact for client throughout sales and installation process. Keeps customers informed of installation progress and problems, and maintains client satisfaction throughout the sales cycle
Coordinates with other departments to resolve maintenance and billing problems. Serves as main point of contact for client during trouble resolution
Updates Optix with all required customer information in a timely fashion. [Client records]
Performs ROI assessment to determine if a sale is profitable, and forwards as appropriate, to Manager of Inside for approval
Manages own account portfolio, accurately forecasts business, tracks own performance, and develops plans to achieve and exceed sales goals
Prepares regular expense, sales, win/loss and other sales activity reports using software designed for that purpose
Makes follow-up calls to customers to inform them of customer referral program
Remains current on technical information regarding Cox Business’s services/solutions, including telephony, data, wireless, and video services and offerings, Customer Premises Equipment (CPE), networking, consultation, negotiation and sales skills through completion of required/recommended training program
Provides customer intelligence and feedback to Marketing department

Director, Retention Operations Resume Examples & Samples

Ensures staffing levels are aligned with call volume projections
Ensures targets for key performance metrics are met or exceeded: Save Rate, Retained Revenue, Service Level, Average Speed of Answer, Quality, and Attrition
Assists in the development of high performing teams focused on delivering a superior customer experience
Assists in managing departmental expenses to ensure the function operates within budgeted guidelines
Requires strong interpersonal skills and the ability to effectively collaborate with other functions through written and verbal communication
Proficient with cable billing systems (CSG, Cable Data, etc)
Proficient with the use of various call monitoring systems and tools
Project Management skills and training
Operational leadership experience 5
Cable Sales/Retention experience 4
Advanced-products and services implementations skills

Retention Resume Examples & Samples

Responds to requests and calls from customers related to client specific programs and products
Identifies and responds to customer’s needs based on designated procedures of account/client
Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
Escalates calls to supervisor when necessary and appropriate
Responds to requests for assistance while on-rent, including extensions, directions, vendor calls, processing of credit card authorizations
Tracks call related information of each call received for auditing and reporting purposes
Provides feedback reports on call issues related to downtime and/or training issues
Maintains and updates customer information as necessary
Provides support and assistance as needed
Up-sells to customer upgrades as necessary
May perform other client specific duties as necessary and required by program/account
Other duties as assigned
High School Diploma or GED required
Previous Sales Experience (highly desired)
Confident/Assertive
Demonstrate a positive attitude
Phone related Customer Service
Ability to use phone and computer systems
Strong listening/comprehension skills
Ability to stay composed and objective
Strong interpersonal skills
Excellent oral and written communication skills
Patience/empathetic
Mental Acuity
Conversational
Familiarity with Microsoft Windows, Word, and Excel applications
Knowledge of product/procedures

Manager, Mortgages Retention Resume Examples & Samples

Retention Strategy and planning; Develop/support overall strategy to reduce attrition and improve reactive retention bottom line impact
Retention Performance Accountability for results and performance of reactive retention team
Monitor the lead pipeline for all Retention Specialists and make decisions on lead allocation to optimise lead call-back times
Customer Experience (Retention)
Work with key internal business partners to support ongoing improvements to the ING DIRECT retention process and customer experience. This includes working with our 3RDParty channel, Contact Centre, Product, Credit, Legal and Marketing teams
Sales / commerce / finance or business qualifications (sales courses would be great!)
Experience in a sales leadership role – preferably in mortgages/ finance environment
Experience in 1-on-1 & team based Sales Performance Coaching
Strong MS Office skills

Retention Marketing Analyst Resume Examples & Samples

Create email-marketing campaigns to promote products or other marketing initiatives through SalesForce Marketing Cloud Email Studio (formerly known as Exact Target)
Develop a personalization strategy
Recommend specific graphics, incentives, coupons and detailed descriptions when required
Understand responsive design and can QA mobile-friendly layouts
Track and analyze email campaigns daily
Use statistical analysis and reports to measure campaign successes
Coordinate and monitor the maintenance, integrity, and security of several databases, IPs and servers
Drive REVOLVE’s customer activation and retention strategy by developing and optimizing lifecycle, batch, and transactional email campaigns
Develop programs to maximize customer retention, with a focus on repeat purchase, win-back, cross-sell, and upsell efforts
Manage the end-to-end creation, execution, and analysis of all email campaigns
Create data-driven, dynamic campaigns, audience segmentation strategies and testing plan to maximize ROI targets
Optimize key channel metrics including open rates, CTOR, conversion, incremental revenue lift, engagement, and app installs
Ensure compliance with CAN-SPAM regulations and maintain expertise in email delivery best practices
Knowledgeable on email’s various forms of authentication: SPF/DKIM, DMARC policies, SSL certificates and more
Manage overall email file health and inbox deliverability targets
Develop and own CRM reports and summarize performance to various teams in the organization on a weekly basis
Bachelors Degree in marketing, communications or related field
3+ years in online marketing, email marketing or lead generation
Advanced knowledge of SalesForce Marketing Cloud Email Studio (or equivalent platform), email marketing technologies and ISP requirements
Advanced knowledge of Microsoft Office Products, Excel in particular
Apparel Industry experience
E-Commerce retail experience

Assistant Manager, Mortgage Retention Resume Examples & Samples

5 years of leadership experience in the financial services industry, demonstrating an ability to lead & develop employees in a positive and highly effective team environment
3-5 years of sales experience & sales coaching experience with a demonstrated history of exceeding performance targets
Residential mortgage underwriting experience an asset
Manage all sales activities related to a $1 billion+ (annual) mortgage renewal book to ensure mortgage renewal targets are met
Identify & implement internal refinance strategies & programs to increase the amount of refinanced funds annually
Identify & implement specific strategies to reduce mortgage payouts on an ongoing basis
Ensure all mortgage retention activities are conducted in a manner that reflects the Optimum Mortgage values of on-time & accurate service
Act as the 1st point of contact for mortgage retention escalations & complaints
Design & implement process improvements to drive increased mortgage retention volumes
Manage all daily process requirements to ensure mortgage retention activities are completed by required timelines & to required standards (as outlined in the C-34 and CT-36 lending policies, regulatory requirements, etc.)
Manage process requirements for all internal refinance activities to ensure volume targets are met and internal underwriting guidelines are followed
Responsible for the pricing of all mortgage renewals to ensure retention rates are balanced with mortgage yields
Manage all mortgage retention reporting requirements
Manage a team of 4-5 Mortgage Retention Officers (Level 7 role) and provide necessary sales coaching to achieve, and exceed, departmental performance targets
Provide coaching on process & policy requirements to ensure all regulatory & other standards are consistently met
Responsible for all employee development activities including, but not limited to, the development of training programs, identification of individual development plans, and completion of all employee performance management activities
Responsible for the management of the hiring process as it relates to the Mortgage Retention team
Treat all stakeholders with professionalism, dignity and respect and support an environment where people can contribute and excel
Make decisions guided by common sense and sound business judgement
Promote cooperation and commitment within the CWB Group towards the attainment of common goals enabling productive group interactions

Retention Forecasting Analyst Resume Examples & Samples

Be highly numerate, analytical and commercially-minded individual with strong Excel, and PowerPoint ability, with great interpersonal skills
Have and innate curiosity with a commitment to problem-solving, always anticipating the question
Demonstrate the ability to deliver on time and to a consistently high standard
Enjoy a fast paced environment whilst being able to respond to frequent change with a calm and pragmatic nature
Communicate clearly and delight in simplifying the complex whilst comfortable within the detail

Consultant, Home Retention Resume Examples & Samples

Independently evaluate each loan assigned and the corresponding borrower based on all financial information available to develop the most beneficial resolution plan
Formulate resolution plans through the use of repayment agreements, loan reinstatement, loan modification, deed in lieu, pre-approved sale, and total debt payoff
Communicate all aspects of resolution plan with customers and/or third parties and provide timely resolution of customer inquiries
Negotiate all aspects of plan with customers and third parties
Manage and follow up the resolution of loans assigned in a timely manner
Timely completion of weekly/monthly performance reports and special assignments
Provide friendly and empathetic assistance to all customers
Timely follow up to all workflows, calls (inbound and outbound), and management of portfolio
Work with co-workers to assist in achieving team and department goals
Meet or exceed Home Retention Department standards
High school degree required, a Bachelors Degree highly preferred
Strong track record of meeting or exceeding performance goals and customer service
Banking, Finance, Mortgage, Collections or sales experience ideal – overall knowledge and experience in mortgage loan servicing is highly desirable
Must be an effective communicator and problem solver
Must be able to multitask
Excellent Analytical skills and the ability to provide excellent customer service
Desire to be involved in helping families maintain their home
Proficient in Microsoft applications
Bi-lingual (Spanish/English) a plus

Senior Retention Account Manager TCM Resume Examples & Samples

Partner with the senior team members to identify the client’s key initiatives, providing solutions to ensure our C-level client base and their teams receive value against the services they have purchased
Partner with our Research Inquiry Team on all research requests and inquiries from assigned clients
Interpret and deliver customized research
Support on-boarding of new clients and renewal of existing clients
Deliver on-site member support at annual Symposium events and other Gartner events
Participate with senior team members in client value planning and quarterly review calls. Also, participate in client analyst inquiry calls when necessary
Maintain quarterly interaction with clients, ensuring continual alignment of Gartner services
Ensure client satisfaction, retention, operational efficiency and quality
4+ years business experience
IT industry experience preferred, with a client focus
Highly collaborative, strong interpersonal, listening and relationship building skills
Strong organization, planning and time management skills
Proven client relationship management skills at a senior level
Ability to problem solve and bring timely resolution to issues
Knowledge, understanding and keen interest in technology

Retention Account Manager LCM Resume Examples & Samples

Teams with the Leadership Partner to drive value to all clients
Manages client requests to provide a concierge level of service
Brokers all research requests for assigned clients
Develops a plan with the client to address their business challenges
Jointly responsible with Leadership Partners to ensure client satisfaction, client retention and management of member events
Strategically partners with Sales and Leadership Partners to grow these clients
Technology knowledge or experience a plus, but not required
Customer Focused
Proven Performance
Strong interpersonal, facilitation, listening and relationship building skills
Ability to prioritize and manage multiple requests
Ability to problem solve and bring forth timely resolutions

Retention Analyst Resume Examples & Samples

You will perform quality assurance and routine audits on CRM data to ensure accuracy and reliability of forecast reporting
Provide CRM training and support to end users to facilitate understanding and interpretation of reports, dashboards and scorecards
Monitors, develops, and evaluates the quality of research data integrity issues with CRM data
Performs root cause analysis of scorecard data to identify customer satisfaction improvement opportunities
Builds and develops Ad Hoc Reports as necessary from company operating systems
Monitor and update Omnicare Systems as changes are communicated to ensure accurate reporting
Manage customer onboarding process to ensure data integrity
Provides information to assist with the feedback and serve as a liaison to field employees for data related projects
Support and development of Executive Reviews and Quarterly Business Reviews for the Account Management department

Mortgage Retention Banker Resume Examples & Samples

Outbound calls to existing home loan customers to discuss their banking relationship with NAB
You will use your extensive lending knowledge to restructure their lending in order to achieve a positive result for your client
Quality conversations with every customer interaction – providing expert advice to our customers and turning them into NAB advocates
Exceeding our customers' expectations every time and educating our customers by bringing your personality, enthusiasm and passion to every conversation and challenge
Identify cross sell opportunities when assessing customers' financial needs, close sales and refer more complex products to appropriate specialists
Navigating through a variety of banking systems to resolve customer queries
Continually up-skilling and developing your knowledge to progress into specialist banking roles
A strong focus on first call resolution

Senior Mgr, Marketing Retention & Loyalty Resume Examples & Samples

Develop retention & loyalty strategic and tactical plans
Serve as program manager for proactive retention and loyalty programs; ensuring flawless program execution and quality control for vendors and agencies
Partner effectively with key stakeholders; confidently present and influence/persuade point of view(s)
Collaborate cross functionally to develop new programs and enterprise capabilities; improve existing programs
Coordinate Retention Marketing Team (X Divisional) strategic forums and meetings
Manage corporate retention and loyalty budget forecasts, reconciliations and financial tracking
Manage program costs seeking to improve ROI
Construct proforma(s) and related financial models to support retention and loyalty initiatives
Compile, analyze and report out program results

Supervisor Retention Resume Examples & Samples

Provides supervision and support to work functions assigned within the position’s area of responsibility
Assist Corporate and Region Customer Service Staff in planning and implementing new procedures promptly, allowing Customer Service employees the ability to carry out their responsibilities
Review daily reports relating to area of responsibility, taking corrective action required to obtain objectives. Reports to the Call Center Manager issues that can affect the overall performance of the Customer Service Center
Candidates with experience in call center environments

Retention Insight Analyst Resume Examples & Samples

Collaboration across teams to get a joined up view on performance
Provision of accurate and timely data/reporting
Monitor and explain the performance of different segments of the customer base
Conduct thorough deep dives into the performance of the active base
Create reporting that allows a full picture of the performance of the active base for both brands
Feed in to decisions around marketing automation and personalisation
High level SQL and Tableau skills
2+ years experience as an analyst, supporting operational and/or commercial teams in industry
Bachelors/Masters degree in a qualitative field (e.g. mathematics, statistics, economics etc)
Knowledge of online/offline sports betting and gaming a distinct advantage
Knowledge of KPIs and important factors around ecommerce a plus
Experience with email, social and display marketing advantageous
Ability to ask the next question is vital

Supervisor of Inside Retention Resume Examples & Samples

Work with Market Areas to establish and or refine cancellation processes. These processes would include: Call Flow, MAS Cancellation Ticket Process, Communication protocol between Cancel Desk and Market Areas. Tracking and reporting procedures, etc
Establish and or refine Coaching and Training Protocol using RESPOND training as basis. This would include: Daily, weekly, and monthly training regiments for individual reps as well as the team. Coaching should consist of desk side activity as well as remote listening and performance measurement
Assist in the implementation and ongoing development of the Cancellation Desk
Generates revenue by retaining existing customers and executing the Area’s Sales & Marketing Plan to achieve revenue goals by sales channel ensuring internal revenue growth through additional services, and maintaining profitability on retained accounts
Maintains and reinforces the corporate sales strategy and design with the Retention Team
Handle any escalated customer calls. These calls may include when a customer requests to speak with a Supervisor or with any other customer call
Establishes and maintains a high level of customer satisfaction on all transactions with existing customers. Communicates to and works with the Area Sales Manager to help resolve unique customer issues/concerns
Supervises activities of the inside retention department. Ensures team members meet or exceed goals for cancellations, proactive retention, pricing, service upgrades, referral generation and productivity, along with other possible metrics as defined by the position of an inside representative
Forecasts and recruits qualified candidates for available and/or upgraded retention positions
Maintains an ongoing training, coaching and mentoring program to upgrade the skills of assigned retention personnel and develop their opportunities for promotion, if available
Establishes and maintains an ongoing proactive account retention program, which includes meeting customer retention goals
Works with the Area Sales Manager to communicate and effectively manage the Area’s price increase strategies including meeting price increase goals
Effectively maintains and ensures the use of Waste Management sales tools (i.e. Record Setter, Proposal Master, MAS, Pricing Tools, etc.). Ensures that the entire Retention Representative Team is well trained in the use of these tools
Analyze lost business trends and recommends corrective actions
Provides industry knowledge and interpretation of regulations to customers
Participates in and takes ownership of municipal account retention when and if required
Regularly meets with customer executives to ensure client needs are met and expectations exceeded
Education: Bachelor’s Degree (accredited) in Sales/Marketing, Business Administration or similar area of study or in lieu of degree, High School Diploma or GED (accredited) and 4 years of relevant experience
Experience: 5 years of relevant work experience (in addition to education requirement)

Data Retention Lead Resume Examples & Samples

Preparing a detailed charter for a central data and document retention function including identifying what deliverables are needed for an effective Company-wide Data and Document Retention Program including policies, schedules, and procedures around required retention guidelines for data and documents (digital and non-digital)
Analyzing which data and documents need to be retained and for how long. Work with a core team of experts across IT, Information Management, Business, Legal and Compliance to come with a company-wide guidance keeping in mind the global nature of the company and the conflicting or overlapping requirements from many different laws, business needs and compliance domains
Working on a policy, schedule deployment plan with the different ongoing initiatives to ensure synergies. Influencing all the current ongoing initiatives in this area to ensure that there is a single coordinated approach across the company on this topic
Managing the rollout of the retention program within the company through a team of experts in this topic coming from various departments. Managing through influence
Establishing Company-wide policies and procedures to formalize the record retention periods per record type
Developing a detailed governance setup to maintain the company-wide policies, schedules and procedures and update on an ongoing basis
Working with the core team to educate and monitor together with the business/market data stewards that all the necessary data, documents and records are obtained, distributed, and stored according to policy standards
Education equivalent to College Degree in information management, Business information or Business Administration, Law or comparable
Preferably 7-10 years of related work experience
Demonstrated project management capability with the ability to manage multiple projects simultaneously
Three to five years of project management experience, or the equivalent in related work experience, demonstrating knowledge of company data and document retention policies and procedures. Experience in data and document retention development a plus
Experience in leading change
Strong stakeholder management with experience of reporting into senior management
Experience of setting up a data and document retention program in the past is a plus and preferred
Very good influencing skills and to get work done through influence as you will have to work with many functions
Experience in being the bridge between business and IT – understand the needs and limitations on both sides
Demonstrating sound knowledge of Microsoft Excel, Word, and PowerPoint

Retention Customer Engagement Consultant Resume Examples & Samples

Excellent telephone, written and oral communication skills
Decision-making ability and a strong team ethic
Good negotiation and facilitation skills
Ability to think laterally, successful time management
Strong computer skills with the ability to learn and use new systems quickly
Accuracy and attention to detail, problem solving skills
Report writing and presentation and complaint & conflict resolution
RG146 certification (required)
Diploma in Financial Planning (preferred)
Finance/commerce degree (preferred)

Enrollment & Retention Analyst Resume Examples & Samples

Master's degree in social sciences, statistics, or related field from an accredited institution
Proven skills in data manipulation and/or statistical methods and analytical techniques and using SQL, SAS, SPSS, or other statistical software
Two or more years of experience working at a 2- or 4-year college/university
Experience managing complex projects
Experience extracting and using data from data warehouses and assembling data from a variety of sources

Senior Program Manager, Marketing Retention Resume Examples & Samples

Lead the execution of proactive marketing programs for the retention marketing team
Utilize provided metrics to make recommendations to improve KPIs
Primary interface and subject matter expert for day-to-day operations necessary to maintain key business goals
Projections, 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 partnerships to execute 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

Client Representative, Retention Resume Examples & Samples

High School Diploma and/or equivalent
Experience in a similar position or other position related to customer service
Bilingual (English and French), essential
Client oriented
Good judgment, capacity to take initiative and make decisions
Excellent communication skills (spoken and written)

Digital Retention & Ecrm Manager Resume Examples & Samples

Key data segmentation and management (strategic level and hands on)
Educate and apply RFM and LTV strategies, execution methods and tools. Assist with 3rd party service agencies set up and commercials if necessary
Briefing designers and collaborating with marketers to implement marketing communications cross multiple channels including site, email and social and tailoring communications
Improve customer return rates and repeat purchase rates for existing customers
Optimize efficiency and quality of campaigns. Measure, evaluate and report on success
Identify and implement continuous improvement opportunities for maximizing customer value
Set-up and help manage eCRM programmes (Strategic and hands on)
Advise and assist on customer loyalty programme where appropriate
Be passionate about the UX and customer journey to maximise revenue from loyal customers
Help develop Unilever best practice framework to apply across brands
Manage budgets by campaign and advise operationally
Assist on eCRM calendars and ensure this ties in with marketing activity
Understand tactics and technologies can be used to drive loyalty as well as where and when certain loyalty type programs are not suitable
Assist with innovation and development of subscription models
On top of current trends and best practice in this areas and interested sharing knowledge with wider team
Understanding of key marketing metrics including ROI / CPA / RFM / LTV with a good head for numbers
Help build and innovate operational frameworks to scale capabilities
Motivate and support a wide range of local brand, category and geographical cluster teams
Ability to work well under pressure and maintain close attention to detail
Manage multiple work streams, track and record activity with inspiring leadership
Excellent Excel skills with high levels of numeracy and accuracy
Strong interpersonal and communication skills, with the ability to demonstrate strong written, verbal communication and presentation skills
Good analytical skills, curiosity of data, always measuring performance and finding ways to improve
Good planning and organizational skills with the ability to manage and prioritize own workload and track progress of certain tasks over longer periods
Commercial or retail with focus on direct to consumer experience
Understanding of Customer Acquisition and Customer Conversion
Experience in working with agencies and third party suppliers and assessing capabilities against costs

Supervisor Retention Resume Examples & Samples

Minimum 4 years customer service, call center, and/or collections or equivalent experience
Experience with performance management and coaching to behaviors
Experience directing and monitoring the work of others
Must be able to multitask and exercise effective time management
Ability to work extended hours if necessary including Saturdays, evenings, and holidays
Knowledge of Microsoft Office software, including Excel
Successful completion of the Supervisor Assessment

Manager, Fido Retention Resume Examples & Samples

Develop and oversee programs to meet churn targets and financial budgets
Analysis of key churn trends and drivers
Recommend retention strategies and programs based on drivers, insights and business objectives
Develop business cases and approvals
Monitor and improve the performance of retention programs
Partner with Customer Care team to ensure optimal execution and customer experience of programs
Collaborate with other teams to apply retention strategies across key company initiatives
Bring strategic and creative thinking to evolve customer retention management to the next level
Minimum 5+ years’ experience in Retention/Churn/Pricing/Analysis related function
Customer Base Management, Channel Management or Customer Care experience an asset
Previous experience in the Wireless/Cable/Telco industry in a Marketing function strongly preferred
Proven experience in CRM, base management or customer loyalty
Demonstrated experience in winning on behalf of customers
Adept problem solving skills to overcome obstacles
Analytical expertise and business case acumen
Well practiced communication and presentation skills to a senior audience; proven ability to prepare and deliver professional documents and presentations
Experience in handling multiple priorities and operate independently in a fast paced, deadline driven environment
Ability lead projects and take ownership of issues
Proven experience delivering key business results
University degree or MBA

Home Retention Collections Specialist Resume Examples & Samples

Accept multiple live, qualified inbound leads daily
Structure and price loans accurately
2+ years' full time refinance loan origination experience; call center environment preferred
Four or more additional state NMLS licenses preferred
Excellent communication and relationship skills
Bilingual; ability to read, write and speak Spanish is a plus but not required
Minimum of four approved state licenses through the NMLS

Retention Marketing Analyst Resume Examples & Samples

Provide analysis to support email, mobile push messaging, and other retention channels
Write queries and scripts to serve personalized content in emails and mobile push messages
Define, implement, and automate weekly and monthly reports of key performance metrics, action items and alerts, and A/B test results
Provide actionable email and push strategy recommendations based on key performance metrics, A/B test results, and various data sources
Perform customer segmentation and customer lifetime value analysis to support retention strategy
Consult with Retention Marketing team to develop analyses that lead to actionable insights that accelerate profitable growth using SQL, Google analytics, Tableau and Excel
Work closely with the business intelligence and tech team to define, automate and validate the extraction of new metrics from various data sources for use in future analysis and reports
Design and build reports, dashboards, and analyses in Excel, Python, SQL, Tableau, and Powerpoint
Establish and build relationships with stakeholders including marketing, engineering, merchandising, creative, copy etc
Help drive REVOLVE’s customer activation and retention strategy by using data to optimize lifecycle, batch, and transactional email campaigns
Help develop programs to maximize customer retention, with a focus on repeat purchase, win-back, cross-sell, and upsell efforts
Monitor the changing online environment and evaluate/recommend new or enhanced solutions to build business or engagement through email
A BA/BS Degree is required
2+ years of experience in a strong analytical environment
SQL and Database experience or training
Familiarity with Excel
MS/MSc/MEng in a quantitative field or MBA preferred
4+ years of analytical experience preferred
Advanced SQL experience, query optimization preferred
Experience with Tableau, Google Analytics, Python preferred
Advanced programming skills in at least one language (java, vba, python, c++…) preferred
Experience with A/B testing preferred
Experience with E-commerce marketing (Acquisition, Retention, Retargeting, SEO, Social Media, etc) is a plus

Retention Bonus Resume Examples & Samples

Effectively communicate and offer ancillary products and services to enhance customer’s travel experience
Strong emphasis on selling and revenue maximization on core products such as, but not limited to, options to waive customer’s responsibility of damage, fuel options and vehicle upsells
Achieve personal sales goals while supporting the goals of the team
Work in a fast paced sales environment, providing helpful, quality service and sales, while enhancing the customer’s rental experience
Provide world class customer service by managing the rentals and returns process, in compliance with Dollar Thrifty Automotive Group’s policies and procedures
Qualify and process customer rentals with accuracy and attention to detail
Drive continuous improvement by communicating customer feedback to team and engaging in action planning to improve operational performance and customer satisfaction
Resolve customer issues and concerns professionally using effective customer service techniques
Maintain appearance appropriate for providing best in class customer service in accordance with established guidelines

Marketing Strategist / Client Retention Rep Resume Examples & Samples

Meets and exceeds targets of increasing customer retention and overall territory value via telephone based account management
Strategize with clients regarding their goals, share best practices and provide guidance to achieve goals and properly position solutions we offer
Prepare new proposals and effectively negotiate to secure contract renewals. Provide accurate pricing and discount information
Communicate with customers on a quarterly basis to build a relationship as a solutions resource
Lead the onboarding process ensuring a successful implementation of solutions
Coordinate activities with customer service reps and sales reps in an expeditious manner to serve the needs of the client and act on opportunities for revenue growth
Identify new sales opportunities and team with sales to close opportunities
Accurately reports retention activities on all required reports as requested by management in a timely fashion
Maintains a working knowledge of company products, special sales programs and marketing efforts
Maintains knowledge of internal business systems to efficiently gather and research customer information and resolve customer account issues
Participates in product and skills training programs and conducts webinars to educate clients
Have an understanding of the marketing process for professional clients (i.e. accountants and lawyers) and how the various tactics and tools available work together
Excellent knowledge of marketing needs for professional clients (accountants, lawyers, banks)
Strong account management and customer service skills
Ability to overcome objections, negotiate contracts and communicate value proposition
Excellent verbal and written communication skills including ability to interact professionally with internal and external customers
Professional attitude and strong service orientation
Highly motivated with the ability to meet scheduled deadlines in a fast-paced, service-driven environment
Demonstrated business acumen of the expansive customer base, products, systems and processes end-to-end
Strong organizational, problem solving, decision making and time management skills
Must be capable of maintaining and establishing relationships with C-level contacts in small to large-sized firms. Must be comfortable interacting with various staff levels
Partners and collaborates with sales reps, customer service, product management and other business units supporting customers
Key external relationships: industry and market groups; may also interact with prospective clients
Experience working in an account management and sales environment
Experience working in a marketing function in a professional services organization (CPA or law firms)
Focusing on customers
Driving results
Collaborating in a matrix environment

Supervisor, Retention Resume Examples & Samples

Motivate, coach, lead, and supervise an Inbound (Inside) Retention call center team of approximately 10-16 agents
Exceed sales and retention performance goals, team productivity adherence percentages, work order integrity error rates, off-phone activity levels, and minimum required monitoring scores
Report generation and analysis
Monitor agents using a recorded call monitoring system and side-by-side live monitoring to ensure agents are maintaining quality calls that provide a good customer experience, sales approach, retention efforts, and problem resolution proficiency
Coach agents by providing feedback from monitoring and data analysis using transformational coaching skills
Ensure representatives are accountable to Charter Communications methods, procedures, and policies
Ability to successfully manage difficult customer calls that require issue resolution
Assist with recruiting, selection, training, development, and appraisal of inbound sales / retention professionals
Continually work with management to improve processes, procedures, and work environment
Excellent customer service and sales/retention skills required
Ability to continuously learn and retain knowledge of new services and promotions being offered by the company
Must demonstrate intermediate to advanced PC skills with a strong understanding of MS Office suite, especially MS Excel
Ability to learn and execute marketing/selling/retention techniques
Requires strong interpersonal skills including excellent time management, listening and people skills
Understands and adheres to all company and department policies and procedures
Ability to effectively execute conflict resolution techniques
Ability to exercise good judgment, aligned with company policies and procedures
Basic knowledge of mathematics
Familiarity with applicable local, state and federal regulations
The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position
Minimum 2 years supervisory experience required; Communications Industry preferred
Must possess excellent typing skills (45 WPM). Data-entry experience and PC knowledge required (must demonstrate competency using Microsoft Word, Excel, PowerPoint, and Windows)
Must have flexibility in work schedule availability, must be able to work weekends and holidays
Must be able to maintain regular attendance
Must be able to interact positively with other Charter Communications departments and locations as required to accomplish tasks
Plans, staffs, evaluates and directs work of employees of a work unit; has the authority and exercises independent judgment to hire, direct, transfer, promote, discipline, discharge or reward other employees, or effectively recommend such action

Growth & Retention Bundles Senior Manager Resume Examples & Samples

To deliver a cross-British Gas (BG) product and proposition portfolio that delights, retains and grows our customer base through the delivery of new propositions
Lead the design, development and launch of engaging, innovative and commercially successful cross-BG products and propositions. Lead cross functional teams across UK Home (UKH) deliver effective launches to our chosen customers
To create a compelling future pipeline for cross-BG propositions which engages our chosen customers and drives retention
Support the development of a product and proposition strategy for cross-BG
Drive the development of a 3+ year pipeline of cross-BG propositions which will be valued by our existing customers, working with colleagues across UKH, Customer Operations (CO), Field Operations (FO) and Connected Home (CH)
Support the Head of Customer Strategy and Bundles in the creation of the customer strategy, focusing on the growth and retention elements
Lead the definition, design and launch of new propositions (product, service, channel, experience, price, brand) to grow value and retain UK residential customers
Actively manage propositions through the stage-gate process, developing and recommending progress through insight generation, concept development, specification and build stage gates
Working closely with the IS, journeys, change, legal, channels and marketing teams to ensure that the product is built to the correct specification and is in line with the Product Development principles and Policy
Lead the process to develop new products and services including pulling from other Businesses (CH, DE&P, DE Home and partners). Ensure these propositions maximise retention, cross-sales and up-sales opportunities
Demonstrate increased Long Term Value, revenue growth, margin growth, increased percentage of sales from new products, and increased stream of new products to market
Responsible for ensuring that new products and propositions treat customers fairly and are in compliance with FCA, Ofgem and other regulatory and legal requirements, whilst also achieving business objectives
Within all aspects of the role put the Customer at the heart of decision making and support the UK Energy Supply & Service (ES&S) ambition to lead the digital transformation of our industry

100

Mgr, Business Retention Resume Examples & Samples

4 plus years of Management experience
4 plus years of Call center experience
2 plus years of Sales/ Business Experience preferred

101

Retention Team Leader Resume Examples & Samples

Impact and influencing skills with the confidence and credibility to drive cultural change
Effective networking, partnering and stakeholder management
Excellent communication and negotiation
Effective decision making

102

Home Loan Specialist Retention Resume Examples & Samples

Provide excellent customer experience
Ensure Quality Assurance standards met and exceeded
Remaining cost effective, exploring all options including product comparisons, and customer service proposition prior to offering a reduction in interest rate
Cross Buy effectiveness to achieve our customer centric goals
Discuss retention directly with customers and Brokers who are considering moving / refinancing away from ING DIRECT

103

Supervisor, Retention Resume Examples & Samples

Supervise agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all retention transactions exists and is sustained
Consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone based customer save techniques
As a result of regular phone monitoring and engagement with the agents, provide regular data-centric feedback to Manager with regard to actionable items to be taken to improve customer experience and improved retention rate
Ensure that agents are educated on and abide by the business rules surrounding the retaining of a customer. These business rules include but are not limited to extension of promotions, credit usage, and escalation of service-related issues
Ensure thorough understanding of the agent as well as the supervisor compensation/commission plans in order to coach to specific behaviors that will improve save yield and, therefore, improve commission earnings potential
Manage agent compliance of call handling metrics to include productive time, schedule adherence, handle time, after call work, etc
Analyze and provide statistically-based recommendations on ways to improve agent save performance. Performance manage by providing frequent coaching based upon call monitoring and save performance
Provide recommendations on save offers and business rules to support Charter's strategy
Master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function
Acquire, demonstrate and instruct thorough knowledge of competitors' pricing, packaging, and products in an effort to provide agents with skills needed to discuss side by side comparisons of Charter's and competitors' products and services
Ability to successfully manage difficult customer calls that require issue resolution. Perform other duties as requested by supervisor
Ability to read, write and speak the English language to communicate with employees, customers,
Suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to provide coaching and direction for appropriate retention and sales techniques to ensure
Agents achieve and sustain achievement of stated retention goals
Strong working knowledge of cable communications products and services to include video (TV), data
(internet), and voice (telephone)
Strong computer and consumer electronics skills
Ability to use personal computer and appropriate software applications to include billing system and other role-related tools
Excellent verbal and written communication skills to include presenting materials in front of an audience
Ability to effectively handle irate customers while attempting to resolve stated issues. 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

104

Associate Email & Retention Marketing Resume Examples & Samples

Manage the set-up and deployment of complex automated communications within Salesforce (ExactTarget), SmarterHQ, and our database provider
Own the maintenance of the customer communication roadmap, marketing calendar, and the creation of email briefs. This involves working across various departments in the company including creative, buying, planning, e-commerce, and CRM
Create & communicate reports (weekly, seasonal, ad hoc, etc.) that analyze findings, identify trends and recommend a course of action
3+ years of experience in a digital marketing role, experience in email marketing required
Experience working with a 3rd party email & website personalization partner (i.e. SmarterHQ, BlueCore, BounceExchange, etc.)
Dreamweaver or Photoshop experience preferred
Knowledge of list segmentation strategies
Understanding of email fundamentals: CAN-SPAM, segmentation, list/data extension management, KPIs, etc

105

Retention Rep-small Business Resume Examples & Samples

Build and maintain strong customer rapport
Show care to each customer by using patience, attentiveness, willingness to help while being professional and showing respect
Perfect the customer experience by providing superior service
Receive, listen to and respond to inbound calls from CenturyLink residential customers
Consult with customers to gather information and make recommendations for their communication and entertainment needs
Receive/resolve complaints and general calls in regards to service, billing, payment and other service related issues
Meet required sales objectives by offering and selling CenturyLink products and services on every call
Sell additional services and products by recognizing opportunities to up-sell; explaining new features
Use various computer systems/screens simultaneously to process sales and service orders
Consult, multi-task, and problem solve with the customers which includes handling complaints
Maintain and improve speed, accuracy and quality results by adhering to standards and guidelines
Update job and product knowledge by participating in educational opportunities
Data entry with speed and accuracy

106

Manager of Retention Resume Examples & Samples

5+ year’s previous HR generalist/manager/talent acquisition experience
Post High school degree/certification in Human Resources or related field preferred or equivalent work experience
Work history managing Retention or Learning and Development is preferred
Firm understanding of change management
Global experience a plus but not a requirement
Must be able to work independently without supervision, as well as work in a team
Experience working with diverse global population a plus but not a requirement
An excellent command of the English language
Must have knowledge of a variety of computer software applications
Must be able to demonstrate a high level of interpersonal skills
Some analytical ability is required in order to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work
Requires skillful project management including establishing priorities and meeting deadlines

107

Senior Manager of Retention, CB Resume Examples & Samples

Strong multi-channel, digital marketing experience, preferably in retail
Strong aesthetic and appreciation for modern design
Ability to generate and quickly execute upon actionable recommendations based on the synthesis and analysis of data
In-depth experience with and understanding of social media platforms including but not limited to Facebook, Instagram and Pinterest
Track record of creating new to the world marketing programs, as well as new external partnerships that reinforces and extends brand equities
Strong leadership and presentation skills and a polished demeanor
Insatiable curiosity for retail, fashion, home
Bachelor’s degree in Marketing or related field; MBA a plus
Minimum of 8 years experience in managing agency / content and creative development
Minimum of 8 years experience being accountable for a marketing budget across a variety of vehicles and platforms
Significant experience working with advertising and/or other agencies that drive creative campaigns
Good reading and written language skills (English)
Excellent skills in multi-tasking and prioritization of multiple projects
Effective communication skills and ability to maintain good business relationships
Proficient with Google platform, Microsoft Office Suite (Word, Excel, PowerPoint)

108

Senior Manager Consumer Retention & Engagement Analytics Resume Examples & Samples

Develop and maintain strategic partnerships across the organization and serve as a strategic advisor and change agent helping to institute a data driven approach to consumer journey
Initiate, execute and manage consumer retention and engagement roadmap for touchpoint and journey optimization
Manage the creation and maintenance of consumer segmentation models for addressable marketing and product personalization
Develop metrics measurement schemas, algorithms, models and analyses in support of consumer retention and engagement
Partner with other analytic functions to develop standards, share best practices and drive efficiency

109

Retention Analyst Resume Examples & Samples

Reaches out to customers to gauge customer satisfaction and proactively address any deviation from strong satisfaction with any of the owned MetLife products. Assists and directs to customer service center
Acts as the customer’s advocate within MetLife to secure a resolution for the customer’s issue if one is present
Acts as a subject matter expert on MetLife products that they are calling on for retention
Proactively attempts to retain customers looking to terminate coverage or cancel their policy. Interacts with several levels within the organization to resolve customer escalations. Investigates and resolves customer concerns while maintaining the highest standards of objectivity and integrity
Establishes, maintains and fosters favorable relationships with internal and external customers

110

Retention & Insights Manager Resume Examples & Samples

Support the design, development and implementation of retention strategies in partnership with the retention sales channel leaders
Developing business cases and strategy documents that capture key churn metrics and related actionable insights
Partner cross functionally with retention operations to manage our offer portfolio & develop scripts for retention desk representatives
Lead analysis focused on mapping and optimizing the end-to-end customer journey from acquisition through key inflection points (e.g. rate increases) to uncover all elements that may trigger churn
Preparing senior level presentations that tell a story and provide recommendations on improving brand loyalty & customer retention
Support the development of strategies rooted in analysis and driven by customer segmentation, lifecycle stage, products, risk, etc
Leverages data from all aspects of the organization in an effort to uncover impact to churn (including NPS, customer sat and loyalty, brand health, product performance/customer experience, competitive intelligence and syndicated industry research trends), etc
Collaborate with Marketing, Product, Sales & Operations in developing and executing Customer Base Management strategies
Partners with Marketing and Customer Service organizations to drive connectivity between customer experience/care/loyalty initiatives and retention
Monitor performance and trending against plan and adjusts strategy and tactics as needed to meet business goals and KPIs
Deep understanding of the competitive landscape
Assists Manager of IPNT Systems Engineering by aligning budgets in accordance with company estimates, project specifications, engineering resources and project economics
Bachelor’s degree with equivalent years industry or related business experience
5+ years experience in analyzing qualitative and quantitative data and use of that data to develop an understanding of market & consumer behavior
5+ years in a consumer product organization with a deep understanding of what drives customers. MSO experience preferred – knows the trends and market differentiators/competitive landscape
Organized and methodical with experience bringing projects from ideation to implementation
Demonstrated experience partnering and influencing colleagues in a highly matrixed cross functional environment
Experience influencing and partnering in a matrixed environment and leading cross-functional teams
Experience in developing strategies for consumer oriented products and services
Intermediate analytic skills, and the ability to analyze qualitative and quantitative data and use that data to develop an understanding of market & consumer behavior
Can build presentations appropriate for senior level audiences and present the story behind the data
Ability to work in a fast paced environment under tight deadliness
Challenges the status quo to identify areas for improvement, efficiency and effectiveness
Understanding of data concepts and data transformation along with intermediate statistical concepts and calculations
Intermediate skills in MS Excel, to support in answering frequent market sizing and ‘what-if’ questions

111

Retention & Insights Resume Examples & Samples

5+ years experience in a highly analytical role managing large data sets and turning those insights in condensed trends for the business
5+ years experience in analyzing qualitative and quantitative data and use of that data to develop an understanding of market & consumer behavior
Bachelor’s degree in finance, data analytics, or related field
Intermediate SQL experience
Advanced Excel experience
Intermediate Tableau or related Business Intelligence Tool experience
Experience preparing reports that are appropriate for senior level audiences
Strong analytic skills, and the ability to analyze qualitative and quantitative data and use that data to develop an understanding of market & consumer behavior
Understanding of data concepts and data transformation along with intermediate statistical concepts and calculations
Ability to work in a fast paced environment under tight deadliness
Solid business and financial acumen
Experience with financial analysis and/or modeling
Challenges the status quo to identify areas for improvement, efficiency and effectiveness

112

Enrollment Retention Coordinator Resume Examples & Samples

Prior experience working in higher education, preferably in a student-facing capacity such as advising, residential life, admissions, or other student services areas
Prior experience in data analysis and reporting
Demonstrated abilities in counseling students: assisting in skill-building and managing stressors which may (or have) impacted a student’s ability to meet academic goals
Demonstrated abilities in using a variety of styles, approaches, skills and techniques that reflect an understanding and acceptance of the role of culture in a diverse, multicultural workplace
Demonstrated abilities in building and maintaining relationships and active collaborations within a university setting
Strong interpersonal and written, oral, visual/multimedia communication skills
Demonstrated commitment to promoting and enhancing diversity

113

Retention Marketing Specialist Resume Examples & Samples

Support the planning and process of the retention marketing program, specifically the direct mail program (catalog & mailers) and its full cycle: strategy development, circulation and allocation planning, testing, analysis and reporting
Own mailer program (vendor-produced mailers and sale/clearance postcards) from strategy to reporting
Analyze data and reporting to provide strategic direction from learnings
Accurately maintain planning documents and calendars
Plan, facilitate and/or execute assigned projects
Collaborate with peers and leaders to ensure project outcomes align with priorities and direction of the department
Develop, evolve and execute business processes across program to support business needs
Assist in enhancing direct mail vision and strategies to support Company and program goals
Develop and maintain strong understanding of available tools and apply effective approaches to tasks and initiatives
Maintain strong knowledge of our target customer, the retail industry, marketing and competitive trends

114

Retention Analyst Resume Examples & Samples

You will perform quality assurance and routineaudits on CRM data to ensure accuracy and reliability of forecast reporting
Provide CRM training and support to end users tofacilitate understanding and interpretation of reports, dashboards andscorecards
Monitors, develops, and evaluates the quality ofresearch data integrity issues with CRM data
Performs root cause analysis of scorecard datato identify customer satisfaction improvement opportunities
Builds and develops Ad Hoc Reports as necessaryfrom company operating systems
Monitor and update Omnicare Systems as changesare communicated to ensure accurate reporting
Manage customer onboarding process to ensuredata integrity
Provides information to assist with the feedbackand serve as a liaison to field employees for data related projects
Support and development of Executive Reviews andQuarterly Business Reviews for the Account Management department

115

Retention Executive Resume Examples & Samples

Optimise communication journeys at the end of the customer lifecycle to prevent subscribers from cancelling - paying particular attention to pre-cancellations, winback and renewal
Implement communications across multiple channels, including email, Direct Mail, SMS and social for maximum exposure
Create clear briefs for the creative and data teams and effectively manage projects through to delivery
Execute tactical campaigns to drive incremental improvements in cancellations rates, as well as collaborating on larger, more strategic campaigns
Monitor and report on campaign outcomes, sharing successes and identifying new opportunities
Approach campaigns with a test and learn approach, running frequent tests, documenting and sharing results and iterating on success
Identify weaknesses in existing communications through quantitative and qualitative data and produce
Identify relevant audience segments alongside the data team, and tailor communications to provide relevance
2+ years experience in a marketing role in a subscription or ecommerce company
Experience of working in teams, managing stakeholders across various departments
A self starter, willing to investigate opportunities and generate new ideas
Experience of working in a data driven marketing environment, able to synthesise data to inform campaigns
Experience of setting up email templates and creating, testing and deploying email campaigns from an email platform
Basic HTML knowledge is an advantage
Results driven, with a bias towards action

116

Consumer & Business Retention Analyst Resume Examples & Samples

Direct sales and reseller sales experience
Knowledge of software industry channel sales models preferred
Leverage this understanding to derive opportunities for improvement and develop prioritized plans that core team and leadership align to
Execute the plans with the core team and then continue to monitor and develop improvements to retention. This requires creation and execution of project plans, including; managing day-to-day tasks, driving requirements sessions, developing business cases, securing stakeholder buy-in, managing cross-functional projects that deliver important program changes
Clarify and confirm roles and responsibilities on projects, and drive accountability and transparency in execution
Identify trade-offs and investments and push for the needs across various decision points in order to make the most progress as fast as possible
Proactively identify and escalate issues and potential obstacles to the successful execution of Adobe Business Direct and Reseller Retention programs
Ensure all decisions are relevant using data, information, relationships to improve retention and customer satisfaction
Report out on a regular basis to all key stakeholders about progress with core teams
Serve as subject-matter-expert and key contributor on cross-functional teams chartered to help with retention

117

Ce-retention Analytics Resume Examples & Samples

Develops analytic insights from enterprise customer experience and retention data
Shares/markets new business insights Allstate leadership to influence strategic decision-making
Supports customer experience measurement strategy regarding overall measurement approach (Net promoter score, net satisfaction, Agency Experience Score)
Uses the application of broadly defined analytical methods and concepts to formulate and prove/disprove various hypotheses originating from the CE team or external business partners
Supports technical communication plans to ensure timely delivery of analytic results to company leaders
Performs and evaluates basic to moderately complex analyses using analytic and/or statistical methods
Demonstrates knowledge in the use of data sources and applications to conduct research
Promotes idea generation from analytical and reporting data
Intellectually curious and highly motivated
Ability to join multiple data sources (including operational, demographic and satisfaction data) in varying formats and structures to conduct analyses (ex. SQL, Oracle)
Ability to analyze data and apply it to moderately complex problem resolution using a variety of analytic tools (ex. Excel, R, Tableau)
Experience developing basic report automation procedures (ex. VBA, VBScript, R, Python)
Demonstrated time management skills including ability to handle multiple projects, prioritize and organize
3+ years of experience in the use of managing data sources and applications to conduct research
3+ years of relational database experience
3+ years of experience with Microsoft Office Suite

118

Retention Coordinator Resume Examples & Samples

Demonstrate experience working with a diverse population
Demonstrate experience planning events/programs for college students
2-3 years of successful experience in university advising or student services’ support role (i.e., diversity, multicultural affairs, advising, first year programs, and admissions)
Outstanding written/oral communications skills, along with critical thinking ability to interpret and respond appropriately to diverse groups of people in various

119

Home Retention Analyst Resume Examples & Samples

Initiates outbound contact with borrowers to determine "reason for default", borrower intent, financial ability to repay mortgage, and to identify potential loss migration options/solutions
Answer inbound phone inquiries from borrowers regarding the status of loss mitigation, modification, short sales and foreclosure process
Interviews borrowers to understand borrowers specific situation; identify and request appropriate documents required for workout review
Access information in multiple systems to inform borrowers of loan workout terms, important dates and deadlines. Follow-up with borrower to get loan modification agreements signed and closed
Maintain contact with borrower to ensure they understand the current status of their loan workout application, available options, and next steps; remain the "single point of contact" throughout the loss mitigation, loan modification and foreclosure process
Make "good faith" payment arrangements with borrower to ensure mortgage does not fall further behind while loss mitigation options are being evaluated
Follow-up with borrower when additional loan documents are required
Notify and inform borrowers of changes to dates/timelines and decisions as they are made
Work with borrower to obtain broker information for short sale process
Provide information to borrower concerning escalation/complaint procedures and process per CFPB guidelines
Efficiently handle a variety of customer inquiries, via phone call and written correspondence, regarding the customer's home mortgage
Become a "subject matter expert" (SME) on mortgage servicing loss mitigation options and qualification requirements
Minimize call escalations by gaining our customer's trust and keeping our promises
Prioritize quality and efficiency in resolving customer issues
Ensures compliance with all applicable federal and state mortgage laws, regulations, investor requirements and CFPB Servicing Guidelines

120

Coordinator, Donor Retention Resume Examples & Samples

Manage the day-to-day execution of the Wheaton Fund donor retention program
Produce personal donor retention letters from the President, Wheaton Fund Co-Chairs, and Director of the Wheaton Fund to be sent to Wheaton Fund donors in a timely and appropriate manner
Identify and assist in developing donor retention materials
Serve as a liaison to prospects, as necessary, to provide requested information and confirm and collect pledges
Assist Director with running and preparing reports and documenting contacts
In collaboration with the Director, develop standards of quality assurance for the Wheaton Fund donor retention efforts
Coordinate with vendors; assist in development and planning of stewardship projects, and track costs
Track expenses and process invoices/travel reimbursements

121

Marketing Coordinator, Retention Marketing Resume Examples & Samples

Oversee creation, day to day operations, and testing of direct to customer email, mobile and site targeted communication – marketing, registry, credit and customer service, and 3rd party messaging by managing content delivery tracking, assembly, previewing, testing, and publishing email jobs for Macys.com, Macy’s Wedding Registry, and Macy’s International Shipping emails. Manage productivity improvement process across tactics by tracking on time delivery and accuracy of delivered content and introduce efficiencies to optimize workflows and cross functional partnerships
Work collaboratively with cross-functional teams including Marketing CRM, Marketing Strategy, Creative, Site Merchandising, Content Engineering, and Quality Engineering teams and be primary day to day contact for Retention Marketing tactic Vendors’ production and QA teams, managing status of daily campaign operations
Develop into a subject matter expert with the Macy’s Content Management System as well as vendor production tools and eventually become the point of contact for training, user issues, escalating system issues, and requesting enhancements
Customer Experience Management – determining if messages to our customers make sense, making recommendations to improve both functionality and creative execution
QA email content within the Content Management System and against all major browsers and ISPs; manage all email test cases; QA and second set Mobile and Site Targeted Content campaign set up against calendar events and audience as determined by CRM partners
Assist in trouble shooting and communicating internal CMS and external vendor tool issues with internal support team and recommend enhancements for improved production efficiency
Consistently demonstrates regular, dependable attendance, punctuality, and accountability for all areas of essential functions and given assignments
1-2 years of experience in online marketing or project management
BA/BS college degree is required; concentration in Marketing a plus
Experience or knowledge of HTML and database applications is a strong plus
Must have demonstrable computer skills and aptitude for technology, including proficiency with Microsoft Excel, Word, and Powerpoint
Knowledge of email, mobile, Internet and direct marketing methods
Ability to read, write, and interpret business and technical documents
Ability to maintain and enforce documentation
Basic math functions such as addition, subtraction, multiplication, division and analytical skills
Proven analytical abilities are a must
Ability to independently handle and filter issues and questions from various teams
Ability to problem solve when late changes or workflow issues arise; ability to reprioritize workload to flawlessly execute upon shifts in campaign or business requirements
Ability to manage multiple projects with various deadlines simultaneously
Self-starter with strong organization skills with the ability to self-manage and work independently
Ability to work efficiently and meet deadlines in a cross-functional, team-based environment
Ability to escalate issues and pushback as needed

122

Director, Retention Management Resume Examples & Samples

Set expectations and monitor to ensure the team is continually analyzing program data to understand what is positively or negatively impacting student retention
Work as a strategic partner with the Associate Directors and Partnership Directors on how best to use data to influence the Academic Partner
Create a reporting system to hold Associate Directors accountable and to keep VP updated on performance
Set clear expectations and training on how the value of Student Services can be consistently visible to our Academic Partners
Hold Associate Directors accountable for monitoring Student Services’ internal communication to ensure the team is sharing data and responding in a timely fashion to Coaches’ comments and questions
Partner with the Director of Coaching Services to meet or exceed student retention program metrics every term
Observe internal and external CFT’s to ensure mission of Retention Services is being met: using data to influence change, demonstrating value of Student Services
Participate in, as needed, strategic planning sessions on key partnerships
Hold Retentions services team accountable for working with Coaching Services team to ensure accurate biweekly forecasting is maintained
Work with the Associate Directors to identify opportunities to improve the student experience and outcomes, and strategize on how to drive change
Monitor time spent on administrative duties to ensure work is being done in the most efficient manner and look for opportunities for enhancements
Work with VP, Student and Faculty Services to create a Retention Services scope of service, and a plan to identify programs that need to go outside of the scope, including a vetting mechanism for approval
Work with Director of Coaching Services on annual budgeting and to resolve any weekly forecasting issues
Create a strong culture and morale within the Retention Services team that limits unnecessary attrition
Collaborate with all Retention Services Directors to identify training and development needs and work with training team to develop a plan for ongoing training and development
Hold Associate Directors accountable for identifying performance issues, and as needed, create performance development plans and proceed through disciplinary process
Participate in bi-weekly revenue meetings to discuss risks, opportunities and strategic plans
Monitor staffing levels to ensure resources are maximized while minimizing unnecessary staff changes
Take a strategic approach to innovation, consistently looking for new ways to enhance our services
Work with other key functional departments to strategize and improve results
As a business owner, work on developing systems, reporting, and technology to optimize performance

123

Subscriber Retention Data Analyst Resume Examples & Samples

Work with the subscription management team to implement the retention strategy to target customers with low/no usage who are at risk for not renewing. Leverage data models, analysis and customer insights to identify ways to segment and target customers to drive usage
Implement and drive analytical strategies and make recommendations based on data analytics and trend reporting to predict future outcomes and improve the complete subscriber experience and engagement through better design and integration of products, channels and touch points – both online and offline
Working in conjunction with the Subscriber Retention Program Manager and Content Manager, help drive an increased level of personalization and message relevancy, all based on a foundation of data and analytics
Connect drivers of subscriber trends to historical behavior, creating models, and testing hypotheses using rigorous monitoring and analysis
In collaboration with and under the direction of the Program Manager, executes ‘test and learn’ use cases to support a business case for a differentiated and personalized marketing and messaging strategy
Conduct ongoing analysis to identify factors that will improve our online communications and retention performance in digital channels – including segment, lifecycle and customer action-based insights
Work with IT staff to develop and maintain business performance dashboards, including subscriber usage activity, cohort performance, suspensions, cancellations, and engagement stats, to inform strategic and tactical decision-making
Work closely with customer care and IT staff to develop a feedback loop so insights drive the digital engagement strategy
Own and drive the creation and maintenance of all subscriber research and reporting
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy in a fast-paced environment
Strong knowledge of and experience with reporting packages and databases. OBIEE, a plus

124

Associate â€ Email & Retention Marketing Resume Examples & Samples

Responsible for email execution end-to-end with email & CRM agency including trafficking assets, requesting & providing segment information, t’s and c’s sign off, QA & approval, and monitoring deliverability
Track key email metrics such as delivered, open rate, CTO, revenue, conversion rate, RPES, and opt-out rate by various email types and/or segments, establishing benchmarks for each
Resident expert in the ESP (Salesforce) interface including email coding & set-up, list management, subscriber look-up, reporting, etc. as well as primarily contact to resolve issues with Salesforce support in partnership with our agency
Proactively resolve problems and roadblocks in order to keep work flow on schedule and escalate higher level conflicts to manager for resolution
Experience with a large scale ESP is a must; Salesforce (ExactTarget) experience preferred
Experience with producing and deploying emails through an email service provider
Google Analytic experience preferred
Familiarity with email marketing best practices for revenue generation
Experience in HTML/CSS/AMPScript preferred
Advanced Excel skills (VLOOKUP, Pivot Tables, SUMif statements, etc.)
Self-starter, takes initiative, with the ability to juggle multiple priorities
Ability to partner with multiple cross functional teams

125

Manager, Business Retention Resume Examples & Samples

Plans, organizes, staffs, leads and controls activities pertaining to department activities including: planning projects and capital and human resource budgets, interviewing, selecting staff; monitors and appraises performance of direct reports to hold them accountable for the end results including human resource management; coaching and motivating direct reports; administering disciplinary action as needed; administering compensation to direct reports; ensuring compliance with affirmative action guidelines
Assesses, evaluates and implements programs and strategy to contribute to the strategic alignment and direction of the division across all renewal roles for the purposes of achieving division renewal and persistency targets
Manages and executes on defined distribution strategies for the purpose of meeting renewal targets. Manages team of individuals responsible for performing renewal and renewal support functions
Partners with BSD Field Management to analyze and assesses program needs to identify gaps and recommend skill-gap solutions; consults with management to ensure that programs are current and aligned with business needs and goals
Manages and implements strategy for the purposes of renewing business at profitable targets
Oversees and consults with distribution channel representatives regarding market demands for the purposes of renewing and maintaining inforce business
Manage to assigned budget
This position requires up to 40% travel, which may include flying and/or driving and some over night stays
Successful leadership experience
Must be able to travel up to 40%
Minimum of 2 years of management experience
3-5 years successful sales, account management and persistency experience and ability
Proven success in implementing strategic direction
Thorough understanding of Group Operation products, marketing techniques, and procedures for negotiating, selling, and underwriting renewals

126

Director, Retention Marketing Resume Examples & Samples

Overall strategy formulation and definition of high level goals to drive incremental sales, reduce customer churn and maximize LTV’s
Drive the continued evolution of our email and retention Marketing programs to effectively translate the vision and strategy into concrete and measurable goals
Define and own all key performance metrics and set up processes and dashboards to measure ongoing progress against such
Own the customer lifecycle experience end to end to deliver an outstanding user experience, drive higher levels of user engagement and increased revenue per member
Continue to refine our customer segmentation strategy with the aim of creating more personalized and relevant content
Further build on our product recommendation and personalization efforts to create a seamless customer experience and more relevant content
Advance our triggered email-, push notifications-, and transactional email programs to drive incremental revenue
Monitor all sender & deliverability scores to ensure highest inbox rates and the effective translation of all initiatives into revenue generating activities
Partner with Business Insights team to set up sound testing methodologies for all new initiatives and ensure accuracy of all data driven insights
Manage all vendor relationships, determine SLA’s and work with strategic sourcing to negotiate pricing and formulate agreements with vendors
Own relationship with our NPS and CSAT vendor to measure effectiveness of programs. Effectively socialize results across the organization and work with other departments
Work with the site merchandising teams in LA, NY and Seattle to align our overall customer communication strategy and implement strategy into concrete initiatives
Spearhead the omni-channel experience and capitalize on the latest technologies (beacons etc.) to create a seamless and relevant customer experience
Bachelor's Degree required. MBA from a top tier university strongly preferred
10+ years’ progressive experience in consumer retention marketing at best in class companies, with at least five years of management/ leadership responsibility
Extensive experience with various CRM tools and platforms and their application throughout the customer lifetime cycle and segmentation
Highly data driven, strong understanding of business analytics and ability to devise large-scale quantitative models
Strong project management skills including conceptualization of new ideas, set up of framework for testing new ideas and timelines
High affinity with the fashion retail sector and an infectious passion for the customer and the related experience to make NRHL best in class in its field
Experience in managing large teams and collaborating effectively with other key stakeholders throughout organization
Recognized industry expert in Retention Marketing and thought leader in this field
Entrepreneurial, with ability to work in fast paced and dynamic organization
Impeccable and professional communication skills

127

Retention Field Representative Resume Examples & Samples

Responds to all inquires regarding the application and renewal process from both new and existing members
Ensures compliance with all regulatory, audit and corporate policies
Receives, investigates and resolves complaints; follows-up with members to personally resolve difficult situations and ensure customer satisfaction
Ensures that retention activities are conducted at the appropriate locations to maximize retention of membership
Tracks, files and inputs all technical documentation in order to ensure all customer accounts correctly reflect activity that was performed
Responsible for meeting monthly & quarterly retention metrics for assigned territory
High School Diploma, required; Bachelor’s Degree, preferred
Fluency in Spanish, highly preferred
Ability to work a flexible schedule, including nights and weekends, required
Ability and willingness to travel frequently within an assigned geographic region
Valid driver’s license and personal transportation, required
Prior Sales experience working with quota based goals, preferred

128

Retention Supervisor Resume Examples & Samples

Develops territories and assists with training and field monitoring for all Fidelis Care New York product lines
Ensures compliance with all regulatory, audit, and corporate policies
Answers questions, explains policies and procedures, shares information, and encourages open dialog to maintain open communication channels with employees and management
Makes periodic reviews, explores specific needs, and resolves problems to build and maintain customer and employee relationships
Receives, investigates, evaluates, and resolves complaints; follows up with customers; personally resolve difficult situations to ensure customer satisfaction
Ensures that retention activities are conducted at the appropriate locations to maximize retention of membership; conducts routine on-site verification that to ensure staff members are adhering to schedules; ensures all staff have the appropriate materials and information to effectively complete the job, meet regulatory compliance and business needs
Tracks, monitors, and reports productivity of the staff with the use of specific reporting tools
Gathers and analyzes recurring sales and marketing data to provide management with status reports
High School Diploma or equivalent, required; Associate's Degree, preferred
Fluency in Chinese- Mandarin & Cantonese
Experience working in a demanding sales/retention environment with quota based goals; required
Prior Supervisory experience, preferred

129

Retention Field Representative Resume Examples & Samples

Responsible for meeting quarterly retention metrics for assigned territory
Fluency in Arabic, highly preferred
Valid driver’s license and vehicle or access to a vehicle required

130

Retention Analyst Resume Examples & Samples

Address and research clients’ questions and administration issues from MetLife sales force, producers, brokers, agents or prospect contacts
Facilitate resolution of their inquiries and issues typically via phone calls, correspondence or emails
Compile sales data or metrics from the sales force
Analyze, interpret and report out on sales results to guide business decisions
Maintain databases or oversee development of systems or tracking mechanisms to further enhance sales opportunities
Help develop and produce client proposals and presentations for producers
Develop, review, organize, and distribute marketing materials to facilitate effective competitive positioning of product line supported
Create and ensure overall strength and consistency of sales communications across supported sales organization
Demonstrate basic product knowledge in addressing clients’ questions
Take requests directly from clients and help resolve their issues through research and investigation
Interface with various departments to get work done
Problems handled range from low to moderate complexity, which mostly have clear precedents and are covered by closely defined policies
Performs other related duties as assigned or required
2-3 years of experience in an admin sales support capacity

131

Tutoring & Retention Coordinator Resume Examples & Samples

Minimum three years of experience as a sport team academic advisor and evaluator of NCAA Division I student-athletes as a member of an Athletics Student-Athlete Academic Services department
Demonstrated working knowledge and ability to
Master’s degree or equivalent combination of education and experience
Experience evaluating, hiring, training and monitoring tutorial staff
Demonstrated ability to build collaborative campus partnerships with areas that support student retention
Working knowledge and ability to

132

Manager Customer Experience & Retention Resume Examples & Samples

Implement customer experience strategies
Work cross-functionally to make sure smooth, impactful, and consistent customer service delivery
Must be able to develop a multi-year roadmap and stakeholder with the executive management team for buy in
Setup recurring dashboards & other baseline reporting to provide deep insights into customer satisfaction measures including voice of the customer
8+ years of leading customer experience organizations ranging from building teams from the ground up to running established teams
5+ years commercial experience a plus
Actively champion, promote, manage & refine customer-intelligent programs
Partner marketing, digital, front & back office, sales, & commercial teams to develop and manage the external customer experience
Provide thought leadership and influence to various levels of the organization to deliver business results
Work with the data, insights, & analytics teams to identify & track key performance metrics
Over time, develop customer journey maps and organizationally align around key experiences to deliver business value

133

Retention Marketing Executive Resume Examples & Samples

Development of automated CRM campaigns and customer journeys, and optimisation of these campaigns & journeys, in conjunction with the other customer marketing executives in the team, in order to deliver improved NPS, reduce churn and increased customer ARPU
Manage marketing and direct internal and external marketing agencies effectively to deliver creative and effective campaigns on time and on budget
Driving analytical outcomes & continually developing insights to understand the behaviour (current and predicted) of the customer bases to drive new strategies or changes in strategic direction
Ad hoc and mandatory direct customer campaign activities as required
Championing customer management best practices across the team

134

Senior Systems Analyst, Retention Marketing Resume Examples & Samples

Collaborate with Solution Manager and business stakeholders to understand their objectives, provide support in developing Technical solutions and document, review and sign-off on technical requirements to support the product
Research data and systems issues, prioritize resolutions and drive discussions with technical teams to ensure rapid resolution and implementation to close the issues
Provide vendor integration support, SLA monitoring and process governance
Identify potential data quality risks, and take steps to preempt. Maintain documentation of production operations and assist in documenting operational best practices
Participate in planning and design discussions, identify Design options and document outcomes and decisions on final technical solutions
Identify data sources and data required for successful execution. Validate data mappings and ETL logic to meet requirements
BS/BA degree in Information Technology, Information Systems or equivalent experience
3-5 years as a Systems Analyst with data centric focus
2 - 3 years database development experience, plus Shell Scripting and ETL
Strong communication, negotiation, and problem solving skill are required
Detail-oriented, well-organized with ability to translate & communicate complex and abstract issues
Prior experience as a Systems Analyst for digital technology solutions
Ideal candidate will display deep knowledge of digital marketing concepts, tools and technologies in CRM, email , SMS , Push communication management
Experience in handling larger datasets
Thorough knowledge of Data models, Data Modeling (Relational and Dimensional), Data Profiling and working with large data warehouse environment
Identify potential data quality risks, and take steps to preempt

135

Renewal Retention Dialer / Real Time Analyst Resume Examples & Samples

High school Diploma or GED equivalent
One to three years of experience
Experience with a Dialer Solution, workforce management experience or equivalent
Experience with call center analytics or consumer lending analytics
Experience working directly with project teams
Experience with SAS preferred
Experience with ININ/I3 platform preferred
Possess excellent analytic, verbal and written communication skills
Possess the ability to interact confidently with Sr. Management
Excel in minimally managed position
Willing to work weekends, and any hours within hours of operation
Excellent organizational skills; ability to execute multiple objectives concurrently

136

Portfolio Retention Analyst Resume Examples & Samples

Create and maintain the lead model for Guild’s servicing portfolio; utilize and incorporate large
Bachelor’s Degree in Business, Finance, Statistics, Accounting, Economics, or related field, along with a minimum of 5 + years directly related experience required
At least 3 years of mortgage industry experience required
Technically and quantitatively oriented and may possess a degree in applied mathematics/statistics
Analytic Modeling Focus, preferred
Strong analytical skills and the ability to work with large sets of data
Advanced- Expert level Excel skills required
Ability to adapt to a growing and dynamic environment
Excellent verbal and written communication, listening and organizational skills
Effective time management skills including the ability to prioritize and multi-task
Ability to work independently with the self motivation to accomplish goals
Ability to manage communication with multiple stakeholders
Ability to research issues and identify solutions to complex problems

137

Member Retention Associate Senior Resume Examples & Samples

HS Diploma/GED required
Requires 2+ years experience in Medicaid and/or Medicaid services field; or any combination of education and
Requires schedule flexibility and travel throughout the 5 boroughs of NY for field work
Prior field experience preferred
Knowledge of Microsoft Word, Outlook, and Excel required
Knowledge of eMedny software a plus
Knowledge of the NY Medicaid application process preferred
Bilingual skills preferred

138

Retention Report Analyst Resume Examples & Samples

Produce, gather, document and support all reporting and data analysis requirements. This includes creating, and providing on - going support to all ad hoc and scheduled report queries and functions to support Retention Operations. Maintain frequent Salesforce up - certs and loads to distribute Member Retention Plan opportunities to staff
Collaborate and communicate reporting outcomes with internal and external customers related to Retention activities, and outcomes. Track results to be compared over time
Identify, create and implement process and report improvements and efficiencies to allow for automation, improved timeliness and accuracy of all available data elements
Assesses and interprets customer needs and requirements by applying business and industry knowledge to meet deliverable deadline goals. Identify gaps and vulnerabilities in performance through data analysis
Identify solutions to non - standard requests and problems. Solve moderately complex problems and / or conducts moderately complex analyses while working with minimal guidance on only the most complex tasks
Translates desired concepts into practice, provides explanations and information to others on difficult issues, coaches, provides feedback, and guides others to interpret and utilize data to make informed business decisions. Acts as a resource for others with less experience and helps develop process improvements for overall departmental function. Serve as a project leader when necessary
Intermediate level of programming knowledge (reporting code, pivot tables, etc.) and of relational databases, database structure design, systems design, data management, and / or data warehouse maintenance
Intermediate level of proficiency in MS Excel and Access
Intermediate level of proficiency in PowerPoint, Visio, UltraEdit and MS Project
Experience and proficiency with Crystal Reports, SharePoint documents, 834 Files, SalesForce and SQL Servers

139

Retention Coordinator Resume Examples & Samples

Re-sign allocated customer base accounts and coordinate all necessary steps to complete the SchoolKidz program
Engage in “Building the Sale” activities to increase current customer participation
Complete delivery notification and engage in delivery customer satisfaction activities
Data entry and material preparation
Cross-department developmental projects
2 to 4 years experience

140

Business Retention Consultant Resume Examples & Samples

Business Retention Consultants are expected to effectively handle all customer queries and up sell add-ons and cover where applicable
Administering both Household and Buy to Let policies and aiming for the retention of policies following cancellation requests are both areas of the upmost importance
Providing high levels of customer service whilst adhering closely to compliance regulations are also main accountabilities of this role
Proven compliance record with strong objections handling skills
Self motivated and pro-active to achieve targets
Ability to deliver excellent customer service
Strong oral communication with an excellent telephone manner
Experience of dealing with high call volumes in a busy environment
Adherence to processes and service standards
Reliable and Dependable

141

Supervisor, Renewal Retention Resume Examples & Samples

5 years’ management/Supervisory experience in a collections environment
Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, etc
Maturity, honesty, integrity and a strong sense of ethics
Ability to assess individual and team development needs
Must possess strong problem solving and communication skills and have good judgment
Excellent leadership, verbal and written communication skills
Ability to defuse escalated situations while remaining poised under pressure
Must be able to multi-task well and work independently with minimal supervision
Must have strong PC skills with a working knowledge of Microsoft Office, including Outlook, Word, and Excel
Excellent organizational and time management skills with the ability to handle high pressure scenarios effectively
Experience with call center phone systems and applicable contact center service tool applications, including Ticketing, Chat, and Email applications
Patience and understanding
Ability to be persuasive, persistent and firm

142

Retention Coordinator Resume Examples & Samples

Provide bilingual support to customers, applicants, employees and vendors
Workday data (i.e. new hires, payroll changes, job reclassification, transfers, department changes, schedule changes, leaves of absences, address changes, status changes, terminations, etc.)
Generate reports and key metrics from Workday
Counsel employees on payroll garnishments, and complete required paperwork and input into Workday
Translate employee communications from Spanish to English in writing and verbally
Organize and coordinate training materials for internal training
Schedule external training facilities and logistics
Assist with maintenance of recruiting software (Workday)
Make employee badges and parking passes
Answer telephone for HR department and receive and direct calls
File employment paperwork in personnel files
Maintain terminated employee files and coordinate with external storage facilities as needed
Prepare new hire paperwork for new employee orientation (i.e. assemble binders, file and organize information, etc.)
Perform additional administrative duties as assigned
Technologically adept and able to work with multiple Microsoft applications (i.e. Excel, Word, Outlook, etc.)
Advanced computer skills (e.g. accurate data input, create mail merge documents, create user groups and schedule meetings in Outlook, create complex spreadsheets in Excel using macros, pivot tables, and complex formulas)
Bi-lingual Spanish and English
Exemplary reading, writing, typing, and formal communication skills including meticulous spelling, grammar, proof reading, editing, and attention to detail in both English and Spanish
Advanced computer skills required: Excel and Microsoft Word (mail merges, creating spreadsheets with complex formulas, pivot tables, and macros, etc.)
Ability to schedule appointments using email software (Outlook)
Ability to adapt to change quickly and maintain flexibility
Ability to interact positively and provide excellent customer service to all levels of hourly and salaried employees as well vendors, contractors, and applicants
Excellent planning and time management skills required. Ability to think about the next step and be proactive
Ability to handle sensitive and confidential data and pass an extensive background check
Ability to effectively interact with all levels of an organization
Direct and empathetic communication style
Ability to work in fast paced environment with multiple priorities
Maintain and adhere to strict confidentiality standards
Demonstrated sound work ethic, honesty and moral character
Understand and interpret data while drawing logical conclusions based on available inputs
Critical thinking skills in standardized situations as well as non-routine problems

143

Subscription Retention Associate Resume Examples & Samples

Achieve individual retention and subscription conversion goals on a monthly basis
Resolve customer inquiries received via phone, mail, or email in an accurate and timely manner
Maintain a working knowledge of company products, special sales programs and marketing efforts
Accountable for meeting and maintaining established metrics
Performs other duties as identified or assigned
Daily Activity - 60% Inbound & 40% Outbound Calling
2+ years working in a customer service or sales environment
Excellent verbal and written communication skills including ability to interact professionally with internal and external customers
Professional attitude and strong service orientation
Solid customer service skills
Ability to overcome objections
Highly motivated with the ability to meet scheduled deadlines in a fast-paced, service-driven environment
Effective analytical and decision-making skills
Demonstrated business acumen of West’s expansive customer base, products, systems and processes end-to-end
Strong organizational, problem solving, and time management skills
Working knowledge of computer systems including, but not limited to, Microsoft office products. SAP knowledge a plus

144

Associate Director, Retention Services Resume Examples & Samples

General Qualifications
4-year degree from an accredited institution OR appropriate combination of experience and education
Minimum of 5 years in previous Higher Education Administration or Student Services work experience highly desired
Minimum of 3 years’ experience in people management
Proven ability to think strategically
Demonstrated ability to get buy in and influence change
Professional oral, written and communication skills for effective contact and presentation with stakeholders
Great attention to detail, excellent organizational & project management skills
Must be able to perform non-local travel up to 20%

145

HBO Director, Customer Engagement & Retention Resume Examples & Samples

Lead the development and ongoing optimization of direct communications strategies across customer segments and channels (including email, mobile messaging, paid media, in-product, web, and social media) in order to deliver compelling customer experiences, drive greater usage and deeper engagement with our brand and our programming, reduce churn and improve LTV
Lead a team of high performing marketing professionals to deliver high velocity marketing campaigns on a continuous basis
Partner with internal campaign production teams to execute best-in-class communications that build and support value-enhancing customer experiences and the HBO brand
Partner with data and analytics teams to identify actionable marketplace and customer level insights and opportunities, inform creative strategies, content creation, product development recommendations and customer acquisition strategies
Leverage insights to develop sound, fact-based marketing strategies and executions that drive incremental ROI against business objectives
Develop testing and measurement strategies to continuously optimize cross-channel campaign performance
Partner with Marketing Analytics, Research and Technology teams in the evolution of HBO’s end-to-end Marketing Technology stack
Inject a customer centric perspective into our messaging strategies and executions

146

Retention Marketing Specialist Resume Examples & Samples

College degree or experience in lieu of a degree
Ability to Develop, implement and manage the subscriber retention touchpoints, including restart and win-back efforts, across the direct response channels, including email, direct mail and telemarketing
Ability to Optimize the subscriber retention marketing initiatives, from identification of opportunity through establishment and launch of a testing plan based on multi-variate strategies
Ability to Establish quantitative and qualitative measures for subscriber retention strategies, increasing customer lifetime value and subscriber retention
Ability to multi task and work with a cross functional team

147

Student Engagement & Retention Analyst Resume Examples & Samples

Translate data from Connexus and Salesforce into strategic and actionable analysis; offer ideas and suggestions related to complex issues and develop actionable recommendations
Developed automated processes for data manipulation tasks inside and outside the marketing department to create significant time savings and reduce manual errors
Convert raw data into more user-friendly formats to support analytics projects

148

Supervisor, Retention Resume Examples & Samples

Answer questions, explain policies and procedures, share information, and encourage open dialog to maintain open communication channels with employees and management; make periodic reviews; explore specific needs, and resolve problems to build and maintain customer and employee relationships; effectively interact with internal and external customers
Accountability: Makes and keeps commitments; Work is thorough and accurate; reflects attention to detail; Delivers quality work under pressure; meets deadlines; Owns mistakes and learns from them; Utilizes resources effectively, considers cost/benefit in decisions
Adaptability: Responds quickly to changing circumstances; Learns new skills; Professionally deals with Personal discomfort in a changing work environment; Willing to be flexible; Remains calm in stressful situations
Receive, investigate, evaluate and resolve complaints; follow up with customers; personally resolve difficult situations to ensure customer satisfaction
Ensure that retention activities are conducted at the appropriate locations to maximize retention of membership; ensure all staff have the appropriate materials and information to effectively complete the job, meet regulatory compliance and business needs
Track and monitor, and report productivity of the staff with the use of specific reporting tools; gather and analyze recurring sales and marketing data to provide management with status reports; make periodic site visits, explore specific needs and resolve problems to build and maintain client relationships; review progress of projects on a regular or pre-established basis to monitor and assess project status
One to three years supervisory experience required: effectively manage individuals who provide quality service to customers; monitor compliance of policies and procedures to meet organizational initiatives and regulatory requirements
Five to eight years related experience preferred
Sales environment experience working in a demanding sales environments and experience with quota based goals; strong understanding of the demands of a call center environment and standard call center metrics highly preferred
Proficiency in one or more languages other than English preferred
Business Analysis Knowledge: Must have strong analytical and problem solving skills
AA/AS Associates Degree or equivalent required
BA/BS- Bachelors Degree or equivalent preferred
Accident, Life, and Health Licensure preferred

149

Dir Customer Mgmt & Retention Marketing Resume Examples & Samples

Bachelor’s degree in marketing, CIS or business or related discipline
Background selling digital subscription services or online/app retail
5+ years of progressive responsibility and relevant experience in retention and/or CX design
Demands a high standard of work from themselves and those they work with
Proven track record of success developing plans, managing budgets and delivering results
Communicates ideas effectively, both verbally and in writing
Decisive – ability to make good decisions under tight timing and pressure
Thinks strategically and executes methodically
Outstanding collaboration skills, with proven ability to lead multiple stakeholders
Strong analytical and quantitative skills including the ability to use customer research, hard data and metrics to back up intuition and measure performance of marketing initiatives

150

Ce-retention Analytics Resume Examples & Samples

Experience joining multiple data sources (including operational, demographic and satisfaction data) in varying formats and structures to conduct analyses (SQL, Oracle)
Ability to design “test and control” scenarios and measuring the impact of various treatments on results
Ability to use programming and scripting to automate monthly processes to reduce FTE effort on run the business processes
Professional with strong organizational, communication, technical skills, and superior ethical standards
Ability to analyze data and apply it to moderately complex problem resolution
3-5 years of experience in the use of managing data sources and applications to conduct research
3-5 years of relational database experience
3-5 years of experience with Microsoft Office Suite

151

Home Retention Customer Contact Supervisor Resume Examples & Samples

Supervises daily operations of Home Retention Associates, ensuring compliance with department policies and procedures, applicable government and investor guidelines and ensuring that loss mitigation reviews are conducted timely and accurately
Coordinates work activities to achieve the volume expected to meet operational requirements
Provides feedback to senior management on issues negatively impacting compliance with servicing guidelines and regulations
Documents Associate call trends, errors, skill deficiencies and provides feedback
Completes and maintains individual performance plans for each direct report; meets regularly to set goals and provide training to ensure personal and professional development
Coaches and trains staff utilizing expertise and guidance on operational issues
Receives, answers and resolves escalated issues from associates and customers
Works with Manager of Default Resolution to develop strategies that lead to Call Center goal achievement on service level, first call resolution, schedule adherence and call monitoring compliance. Ensures compliance with internal call center service levels and processing timeframes
Ensure proper phone coverage to handle both inbound/outbound calls from borrowers 30+ Days DQ
Managing borrower contact to determine "reason for delinquency", and ability to pay, dialer/phone system strategy and borrower contact and correspondence timeline adherence
Manages periodic collection reports for management and employee feedback
Is a "subject matter expert" (SME) on mortgage servicing loss mitigation options and qualification requirements
Ensures compliance with all applicable federal and state mortgage laws, regulations, investor requirements and CFPB Servicing Guidelines
Must work well under pressure, meeting multiple and sometimes conflicting deadlines
Must have demonstrated ability to collaborate and work well with others
Demonstrated ability to achieve goals
Excellent verbal and written communication and listening skills
Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience
Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry
Knowledge of MSP, with at least (2) years recent experience working with MSP
Good business writing and math skills
Analytical and organized
Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite. Experience with MS Visio, MS SharePoint and MS Project, a plus
5+ years' experience in one or more of the following areas: Mortgage Banking, Collections, Loss Mitigation, Bankruptcy and Foreclosure processes
Bachelor's Degree or combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions
Minimum of (2) years of supervisory experience, managing a team in a high volume, fast paced environment
Good working knowledge of FNMA, FHLMC, GNMA, FHA/VA workout requirements
Good working knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices
History of reliable attendance
Ability to work a schedule that includes some weekends
Must be able to pass background investigation

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