Manager, Retention Job Description
Manager, retention
provides direct management 16 FTE Call Center Representative Intermediates, two Call Center Representative Seniors and one Patient Services Intermediate.
Manager, Retention Duties & Responsibilities
To write an effective manager, retention job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, retention job description templates that you can modify and use.
Sample responsibilities for this position include:
Maintain email best practices with respect to browser/client compatibility, email deliverability, appearance of subject lines, use of images
Responsible for growing repeat sales, focused on digital but with an omnichannel view, by supervising email, CRM projects and loyalty programs
Oversee the planning, development, and execution of email marketing programs, including full blast messages, segmented campaigns, and triggered emails (category browse, cart abandonment, welcome series, ) for katespade.com and jackspade.com
Optimize email performance through A/B tests (copy, layout, offers, targeting, ) and personalization
Manage email marketing campaigns and programs end-to-end, including planning, targeting, campaign set-up, testing, execution, reporting and optimization
Develop the vision and strategy for how we will use key communication channels (including email, direct mail, ) to drive growth
Support execution for all Retention marketing efforts targeted towards existing and past NYT subscribers
You have a proven track-record of managing multiple projects simultaneously and have strong time management skills
You are eager to build on your marketing experience and develop a career path at an iconic brand
Responsible for collaborating with Retention Supervisors to create, define and prioritize daily agent level action plans based on performance coaching supervisors on the approach of agent level education in a group setting
Manager, Retention Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Manager, Retention
List any licenses or certifications required by the position: PMP, CPR, ACLS, BLS, SPHR, PHR, CPDN, CNN
Education for Manager, Retention
Typically a job would require a certain level of education.
Employers hiring for the manager, retention job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Marketing, Education, MBA, Communications, Finance, Management, Business/Administration, Technical, Engineering
Skills for Manager, Retention
Desired skills for manager, retention include:
Email
Internet and direct marketing methods
Company’s available services
Lines of business
Offers additional services as appropriate to assigned existing customers
Pricing structures
Word
Cable television and associated billing systems is strongly
Mobile
Predictive dialing and call center management
Desired experience for manager, retention includes:
Must possess basic Microsoft skills, proficiency in Excel is highly desired
Demonstrated skill in crafting engaging customer-facing content required
5+ years of experience in a leadership role in Sales, Retention or Customer relationship management —\u00a8
Is familiar with basic sales/retention metrics and concepts
Ability to resolve issues and act as point of contact for internal/external escalations
Ability to work in a fast-paced environment manage multiple time sensitive issues
Manager, Retention Examples
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Manager, Retention Job Description
Job Description Example
Our innovative and growing company is hiring for a manager, retention. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for manager, retention
- Manage site homepage & content refreshes to align with email and acquisition marketing activity
- Analyze and present pro-active solutions to reduce contact volumes and reduce complaints/attritions
- Meet required targets relating to the process on productivity, quality, floor hygiene
- Ensure Spirit & Letter policies are adhered to and drive a culture of compliance within the team
- Identify reasons for closures of different profiles, categorize and take up with marketing / risk to give best possible offers
- Lead flawless execution of multi-channel retention tactics
- Provide weekly/monthly reports and analysis on program performance by proactively monitoring retention campaigns
- Monitor and minimize unsubscribe/bounce/complaint rates and ensure spam regulation compliance
- New products or new features launches
- Subscriber benefits and exclusives
Qualifications for manager, retention
- Must be a Licensed Loan Officer with multiple state licenses
- Ability to delegate and supervise workflow with focus on quality results
- Bachelor’s Degree in Marketing, CRM, Business or Finance required
- Must be familiar with Microsoft Office applications, ecommerce solutions and analytics tools
- Bachelor’s degree or equivalent in business or related field
- Demonstrated ability to organize, delegate, and schedule workload effectively
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Manager, Retention Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of manager, retention. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for manager, retention
- Exposure to telecoms/mobile market, or an industry with parallels
- Create marketing and performance strategy and identify new opportunities for segmenting and targeting content to new and existing customers
- Report weekly on key KPIs, continually analyze and optimize campaign performance and share results with teams
- Manage requests for custom online CRM projects, helping to gather business requirements, defining the operational processes, and managing the project roll-out
- Work in partnership and cross functionally with NA and Global brand leads to understand all CRM strategies
- Collaborate and partner with creative teams on content and manage marketing projects to ensure timely completion of creative briefs
- Partner closely with Consumer Engagement team for roll out of Loyalty program initiatives
- Partner with producers and engineers to create and test new technologies and innovative retention campaign concepts
- Retention Strategy and planning
- 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)
Qualifications for manager, retention
- Actively partner key stakeholders to ensure upgrades & churn performance is understood and targets are achieved, providing insight and transparency to the retention sales & marketing teams
- Production and presentation of weekly / monthly outlook KPIs, which include upgrades across all channels, voluntary churn & call volumes
- Produce & develop the weekly NMRC report, a key report on handset / tariff margins by channel for upgrades
- Responsible for maintaining and actively reviewing the eligible base, providing insight to all key stakeholders and developing the models to further improve accuracy and output quality
- Produce month end upgrades, voluntary churn & unbilled debtor volumes, obtain signoff and agree final month end KPI`s for submission to central finance
- Key business partner at the weekly retention operational meeting, presenting the current outlook assumptions and providing insight on upgrades & churn performance
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Manager, Retention Job Description
Job Description Example
Our company is hiring for a manager, retention. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, retention
- Supports multi-year resource planning, budgeting and recruitment model/strategy to meet the needs of the therapeutic area(s) and drive cost efficiencies
- Serves as the Therapeutic area expert on industry best practices related to patient recruitment and retention
- Fosters a culture of continuous process improvement
- Experience in a consumer marketing and/or trading role and knowledge of customer retention environment
- Knowledge of large scale acquisition and re-contracting campaigns, analysing trading data and formulating insight and recommendations
- Understanding of commercial metrics (raised provides, re-contracts, churn, upsell)
- An articulate storyteller, with an entrepreneurial and commercial mind-set
- Knowledge of call center operations and activities is a plus
- Prepare information on plans, progress, issues, for records management governance committees
- Manage a team of Retention Support Analysts and guide team to prioritize their work flow, focus and optimize their efforts as they relate to their short, mid and longer term goals
Qualifications for manager, retention
- Must have 3-5 years of experience in the Mortgage Industry within a Call Center model in a Sales Management or team lead capacity
- Creative, data-driven marketer that loves inventing, testing and executing new projects
- Excellent project management skills and proven ability to work with designers & web developers
- Team player with strong communication skills and a hands-on, roll-up-your-sleeves work ethic
- Bachelor’s degree, with at least 5-7 years experience in digital marketing at a SaaS based company
- Prior customer service experience is mandatory with experience in an inbound/outbound voice process
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Manager, Retention Job Description
Job Description Example
Our company is looking to fill the role of manager, retention. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, retention
- Maintain relationship with Email Service Provider additional third party vendors
- Manage email reporting related to Promotional and InCircle mailings, specialized communications such as the ‘Gift Registry’ program, Triggered mailings related to customer retention
- Provide keen analytical insight into email metrics and share recommendations for performance enhancement to key partners
- Develop and execute of a strategic business plan to address revenue management & retention
- Oversee strategic programs with designated partners to reduce overall churn
- Manage and execute Partner planning with assigned sales teams
- Meet with Partners, participate in key meetings to customers and assist the Partner in key renewals
- Leverage marketing techniques to design Partner loyalty initiatives to award top partners resulting in base retention
- Work with internal CCA leadership, Sales, and Marketing teams to establish a lucrative Partner Experience
- Serve as an additional escalation contact to bring resolution to key Partner issues & headwinds hindering success
Qualifications for manager, retention
- Strong understanding of financial, marketing principles and customer management are required
- History creating ad hoc and event-driven, trigger-based marketing retention efforts
- Multi-channel Marketing experience (including Digital) & creative thinking
- Must be very analytical and have strong experience in CRM and consumer analytics
- Must be creative and able to develop content around Origins.com marketing strategy and consumer preferences
- Must be organized, efficient and able to present findings to all levels of management
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Manager, Retention Job Description
Job Description Example
Our company is looking for a manager, retention. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, retention
- Maintain and ensure sales and retention CC business processes are executed correctly
- To be a proactive, self-starter who takes on challenging responsibilities taking full accountability for the centre’s results with commercial acumen
- Excellent communication, interpersonal and influencing skills and the ability to work effectively as part of a team or on your own to deliver the right outcome
- To be numerate and able to interpret reporting and KPIs
- Degree standard of education or equivalent is desirable
- Analyse print and digital retention activity, reporting on effectiveness
- Ensure effective reporting is leveraged across the team
- Manage a team of Retention Representatives as they contact individuals who need to re - certify in order to maintain their benefits and deliver the highest level of professional marketing and customer service standards with potential members successfully re - certifying members in a consistent manner that meets and exceeds the minimum performance standards as defined in the Retention Representative Performance Management Plan
- Manage escalation calls from the Leads team to preliminarily screen potential members for UHC products and follow through to enrollment by setting up appointments for those who appear to qualify
- Monitor, coach and develop associate skills via quality and performance feedback processes month end and annual associate performance reviews
Qualifications for manager, retention
- Hands-on experience with ESP management and SQL
- Hands-on experience with CMS tools
- Ability to juggle multiple priorities and tasks in a fast-paced setting while maintaining a laser-like focus on the details
- Bachelor's Degree in a scientific field required, Advanced degree preferred
- Educate and apply RFM and LTV strategies, execution methods and tools
- Optimize efficiency and quality of campaigns