The role of the Segment Retention Manager – High Value Customers is to drive customer and competitive insights into the strategic market planning for high value customers. The Segment Retention manager will initiate the segment analysis and on boarding journey to lead the transition to segment market plan and metrics. The manager works in tandem with the segment team to weave Planning and Insights seamlessly into customer marketing efforts to drive discovery and engagement. Create customer touch points in support of renewal & retention strategies and leverage digital media and other mediums to achieve strategic goals-
Lead analysis presentation on the behavioral patterns of our new customers and articulate the motivations that drive their actions in an effort to influence revisions to the new customer journey.
Identify opportunities for enhanced dialog and customer experience for customers and households.
Provide insights to develop and recommend communications strategies and creative solutions.
Guide the development of a clear customer targets and improve customer relevance, discovery and value perception.
Transition market research, analysis and metrics to a segment view in order to achieve segment goals.
Develop analysis plans (seeking right urgency/risk) that fill knowledge gaps on how to create the highest contribution and retention from new customers.
Support continuous improvement through the measurement of in-market performance with customer communication and investment choices.
Evaluate multi-touch point communication programs to ensure ability to build equity and long-term value creation.
Identify insights that that can guide communication strategy development from idea to execution and act as the voice of the customer.
Support Corporate Enterprise wide Customer Governance process.
Innovation & Long-Term Growth
Identify and value customer and market opportunities to help develop and inform commercial and innovation choices for the segment.
Support the team in the development of a portfolio of innovation opportunities that aid in driving segment retention.
Act as the voice of the customer with category and cross-functional teams, ensuring customer insights are at the forefront.
Economically assess long-term value creation and eliminate waste in marketing and investment choices for the segment and its initiatives.
Knowledge – Skills & Abilities:
Synthesis – Assess segment development opportunities through the synthesis of syndicated and customer primary research data (landscape assessment, analyses of syndicated data, quantitative assessment of trends, forecasting). Customer targeting and upsell/cross-selling.
Communications Development – Develop and qualify insights that drive impactful multi-touchpoint customer experience and journey in print, digital, in-store, call center, etc.
Excellent ability to communicate concisely the key learnings that will drive business action.
Entrepreneurial, resourceful and comfortable operating without a high level of structure.
Multi-tasking – Ability to work effectively in a high-paced environment that embraces change and value creation.
High level of curiosity, self-motivation and resourcefulness.
Humility, integrity, professionalism, and respect for others.
5+ years of marketing experience, preferably in a subscription business.
Strong strategic thinker able to evaluate and understand complex customer scenarios and interactions.
Bachelor’s Degree with focus on Marketing or related field, or equivalent experience required.
Requirements and General Skills:
Proven ability to analyze, understand the business and achieve results while balancing and prioritizing work on multiple projects.
Must be able to communicate / interact effectively with all levels of management while operating in a complex and rapidly changing environment.
Exhibit strong verbal and written communication skills, public speaking & presentation skills and excellent interpersonal skills.
Ability to operate independently and in a matrixed team environment and take initiative and follow through on projects to achieve organizational goals.
Demonstrate excellent attention to detail and an ability to prioritize in a highly fluid, fast-paced environment.
Must have legal right to work in the U.S.