WOW! Internet Cable Phone Retention Marketing Manager in Englewood, Colorado
Manager, Retention Marketing
The Manager, Retention Marketing will lead initiatives to address customer retention and will be responsible for launching and managing various retention initiatives for WOW!, defining, designing, and executing the business requirements and related marketing efforts to support business objectives. This role will manage the development of marketing programs designed to address customer onboarding, improved revenue per subscriber, market new products and features, and to support the overall health of our customer base.
Duties and Responsibilities:
Operate as the primary business owner for retention initiatives, leading cross-functional teams to design, build, and optimize features and marketing strategies
Own development of all initiative needs including creation of functional requirements, customer experience, communication plans, creative briefs, learning objectives, 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 Analytics on development of insights and predictive models to optimize program audience selection and targeting
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
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.
Bachelor's Degree in marketing, communications or related field required; Master's Degree -- MBA in Marketing preferred.
5+ years of experience in a direct marketing or CRM position with an established reputation for direct marketing excellence
3 years of direct management or supervisory experience.
Customer journey, product marketing and/or analytics experience 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
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.
Word processing, spreadsheets, internet software, email, database software, PowerPoint
Physical Demands/Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
regularly required to talk and hear
required to use hands to type, handle objects and paperwork
required to reach and hold on to items at chest level or reach above the shoulder
required to use close vision and be able to focus
some travel may be required
WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/ Sexual Orientation/Religion/Gender Identity employer
WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer