Sr Mgr, Retention Marketing in Englewood, CO at WOW!

Date Posted: 10/6/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Englewood, CO
  • Experience:
    Not Specified
  • Date Posted:
    10/6/2020
  • Job ID:
    REQ-2020-857

Job Description

The Senior Manager of Retention Marketing will play a key role in leading initiatives to address customer retention. This individual will be responsible for conceiving, launching and managing various retention initiatives for WOW!, This will include defining, designing, and executing the business requirements and related marketing efforts to support business objectives. Specifically, this individual is responsible for managing a team that develops marketing programs to address customer onboarding, improve average revenue per subscriber, market new products and features, and to support the overall health of our customer base.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Operate as the primary business owner for customer-facing retention marketing initiatives, leading a team to design, build, and optimize features and marketing strategies
  • Own development of all initiative needs including creative development, customer experience, communication plans, KPI establishment, and reporting structure
  • Collaborate with the E-commerce and Technology teams to define features and data requirements to build and enhance the customer experience across all stages of the customer lifecycle to drive retention
  • Develop additional customer facing programs to achieve desired goals related to revenue per subscriber
  • Work with BI and analytics partners on development of insights and predictive models to optimize program audience selection and targeting
  • Manage and develop of team of marketers – establish clear performance goals, exhibit 1:1 and team leadership, provide constructive feedback and create a high-performing customer marketing team
  • Develop and implement program test and measurement plans
  • Quantify the business impact of the programs developed and continue to enhance performance over time
  • Socialize plans, learnings and next steps between Marketing, Finance, Operations, Analytics and Ecommerce
  • Identify new opportunities for customer engagement and experience through additional channels, tools and programs
  • Manage budget within corporate guidelines.  Monitor actual expenses and reforecast as necessary
  • Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-Education: 

  • Bachelors Degree required, Masters Degree – MBA in Marketing preferred.

-Experience/Skills Needed:

  • 5-7+ years of experience in a direct marketing or CRM position in an industry with an established reputation for direct marketing excellence (e.g. retail, financial services, hospitality, telecom, etc.)
  • 4+ years of direct management experience
  • Experience in the cable/telecommunications industry strongly preferred
  • Experience with customer journey and/or retention marketing strongly preferred
  • Experience in leading the design and execution of programs across multiple    communication channels including direct mail, e-mail, social media, video, and web
  • Experience in creating, testing, and measuring retention strategies to drive customer loyalty and increased revenue per subscriber
  • Always a data driven marketer, curious to learn more about customer behavior and key purchase drivers
  • Technically proficient and knowledgeable in architecture that gathers customer information and feeds database solutions that drives and supports CRM strategies
  • Proven cross functional team leader and project manager who can interface with all levels including Senior Management
  • Must be able to motivate, develop, and direct staff and teams as they work
  • Strong thought leadership skills coupled with excellent collaborative and influencing traits
  • Ability to act as a change agent within the organization
  • Strong organization, process documentation, project management and follow up skills
  • Strong communication skills: listening, verbal, and written

-Computer Skills:

Word processing, spreadsheets, internet software, email, database software, PowerPoint

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer