Loyalty & Retention Job Description
Loyalty & Retention Duties & Responsibilities
To write an effective loyalty & retention job description, begin by listing detailed duties, responsibilities and expectations. We have included loyalty & retention job description templates that you can modify and use.
Sample responsibilities for this position include:
Loyalty & Retention Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Loyalty & Retention
Typically a job would require a certain level of education.
Employers hiring for the loyalty & retention job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Marketing, Business, Business/Administration, MBA, Communications, Statistics, Economics, Finance, Education, Management
Skills for Loyalty & Retention
Desired skills for loyalty & retention include:
Desired experience for loyalty & retention includes:
Loyalty & Retention Examples
Loyalty & Retention Job Description
- Analyze and understand response campaigns in order to derive insights to be shared cross-functionally
- Understanding voluntary risk models, demanding proactive insights to assist in developing targeted strategies/programs
- Provide reporting on key portfolio metrics to senior leadership teams
- Regular report findings on key churn drivers to leadership and marketing teams to assist in sound business decisions
- Analyse competitive pricing and identify pricing gaps across multiple segments and regions
- Simplify processes and loyalty offers for our internal agents
- Uncover new opportunities to retain Mobility clients, targeting specific segments
- Create presentations on a weekly basis for mid to senior level management
- Maintain and enhance Loyalty offer reporting
- Perform post-mortem analysis on key loyalty offer launches
- Excellent communication skills, both written and verbal (ability to effectively communicate and present to people at all levels)
- Strong analytical and intuitive skills – ability to reason logically, recognize assumptions, and ability to assess (quantify) impacts to the organization
- Mobility Telecom experience would be an asset
- Visio (preferred but not required)
- Fundamental marketing knowledge and experience - sound understanding of the principles of marketing with previous product or market management experience
- Knowledge and use of PC software and spreadsheets (MS Excel is a must)
Loyalty & Retention Job Description
- Development of monthly presentations for Postpaid and Prepaid churn results and insights
- Leverage existing reporting to identify new opportunities for churn improvement
- Perform deep dive analyses on existing customer behaviours to identify potential areas of improvement
- Maintain and distribute several monthly reports to other teams in order to improve awareness of churn results and opportunities for reduction
- Work cross-functionally with other teams to understand key business changes and identify the impact of those changes in churn results
- Provide expert data retrieval support for team and business reporting
- Responsible for leading a team of specialists accountable for Consumer Wireline forecasting, analysis and executive presentations
- Understand and quantify macro/micro drivers impacting results to provide insights for the senior leadership team and execution teams to best address and positively influence our results
- Create new insights into our customer base to facilitate programs that will continuously improve customer experience
- Responsible for creating monthly and quarterly presentation updates to the senior executive team (C-Suite)
- 3-5 year management experience in Marketing or related field
- Minimum of 7-10 years of B2B marketing, communications, loyalty & retention experience is preferred
- 5+ years of Retention program development & execution experience
- Direct experience developing & managing loyalty programs (ideation, execution & offer design)
- Understanding of and contribution to Direct Marketing core principles and best practices
- Highly detailed, with ability to thrive in a fast-paced, deadline-drive environment
Loyalty & Retention Job Description
- Develop and manage new customer loyalty programs that leverage digital media, community sites, online events, marketing automation and account-based communications
- Analyze customer data to identify retention programs by market segment
- Manage a skilled team of enthusiastic marketing managers
- Measure and be accountable for program results
- Design & execute target strategies, campaign treatments & supporting business cases to reduce churn & calls (outbound, reactive routing, email, in browser, direct mail)
- Modify existing campaigns to meet changing business needs and drive higher ROI’s
- Reduce churn & calls by improving/maximizing various customer touch points
- Create overall campaign launch plan & project manage against milestones
- Execute campaigns on time with cross-functional teams
- Complete follow through with campaign post mortems and weekly reporting
- Ability to organize, prioritize and meet goals perform assigned duties without direct supervision
- Strong interpersonal skills, working as a team member with internal stakeholders outside strategic partners
- High degree of initiative, personal accountability and ownership
- Superior analytics capabilities
- Experience with CRM systems (salesforce.com) is a plus
- University graduate, preferably with a Business (marketing) focus
Loyalty & Retention Job Description
- Partner effectively with key stakeholders
- Collaborate cross functionally to develop new programs and enterprise capabilities
- Create and maintain monthly/quarterly calendars and manage collisions with other Customer Experience initiatives
- Develop business cases to launch new loyalty offers to close competitive gaps and communicate new offers to channel teams
- Size opportunities and provide insights and recommendations on campaigns
- Pitch new opportunities to marketing executives to gain buy-in
- Design reporting tools to measure a communication’s impact on propensity of customer to upgrade
- Use reporting tools to make decisions about campaign tactics to determine next best action for communication at a customer level
- Lead cross functional interactions influencing marketing creative decisions impacting high risk customer’s experience
- Work with the product, operations, and CRM teams to build, test and launch new loyalty program features optimize current program offerings to improve member engagement and satisfaction, drive, increased engagement and sales
- University graduate – B.A, MA, MBA
- University graduate – B.A, MA, MBA – Marketing, Commerce, Economics or Finance
- Preferred A Bachelor's Degree in Marketing, Communications, Business Administration, or a related field
- Required or equivalent work experience equaling 2 additional years of experience in project development and administration experience
- Required 3+ years of experience in project administration, preferably in a healthcare environment, developing successful retention, marketing, loyalty and/or branding campaign strategies and managing cross-functional teams
- Preferred 1+ year of experience in relevant call center program development and administration experience
Loyalty & Retention Job Description
- Be responsible for Sales and Retention Call Centre performance metrics include conversion rates, and transaction margin
- Brief new offers & propositions into Sales and Retention Call Centre
- Gather agent feedback on processes, campaigns, new propositions
- Help to define consumer retention offers & strategies during planning
- Be linked in with the customer service team’s activities and any channel activities that impact the Sales and Retention Call Centre
- Manage agent incentive structures with Call Centre Operational Manager
- Attend operational call forecasting meetings
- Create and evaluate CC test and learn initiatives to reduce churn
- Be required to frequently travel to the Preston call centre (2 days/week)
- Call centre experience - close practical familiarisation of how a call centre works
- Intermediate Other Ability to balance multiple projects within varying deadlines
- Intermediate Other Business writing and presentation development skills
- Intermediate Other Ability to leverage data for problem solving and ideation
- Proven experience in building and promoting large-scale customer loyalty/retention programs
- At least 10 years of marketing leadership experience – B2B or B2C
- Exceptional expertise in digital, social and content marketing