Zoombak ™

• Analyst, Inventory Control
• Associate Buyer
• Business Planning Analyst
• Manager, Customer Retention
• National Sales and Product Specialist
• Operations Engineer
• Sr. Systems Analyst

Manager, Customer Retention

Overview:
Zoombak, a subsidiary of TruePosition, Inc and Liberty Media Corporation, is seeking a Manager, Customer Retention to develop and oversee the implementation of marketing customer retention programs with the objective of reducing customer churn, increasing customer satisfaction, and positively impacting subscriber loyalty. This position will report to the Director, Customer Care.

Job ID:
Z7-0011

Location:
US-Berwyn-PA

Responsibilities:

    * Develop annual retention marketing plans including creative strategies, communication strategies, offer strategies and media tactics
    * Conduct segmentation of customer base to gain insights on retention and customer satisfaction drivers
    * Initiate discovery of policies, processes and communications that impact customer loyalty and make actionable recommendations to improve
    * Design and implement customer retention and customer loyalty tactics including advertising, direct response, telemarketing, bill messaging, bill inserts, bill envelopes, email, win back campaigns, cross channel and ethnic marketing
    * Create and implement retention testing campaigns including creative, offer, and message testing
    * Track campaign results, analyze data, and assess the effectiveness and profitability of retention campaigns. Develop modified strategies based on data and analysis
    * Evaluate and analyze competitive markets retention strategies. Conduct best-in-class benchmark studies, both in and out of industry, focused on customer retention
    * Track costs, cost per save, customer satisfaction and churn performance versus budget and make mid-course corrections to meet or exceed plan goals
    * Develop and distribute customer retention communication materials for Customer Care and Retail personnel
    * Conduct customer satisfaction surveys with existing customers and customer retention surveys with customers who have voluntarily churned and benchmark results
    * Conduct customer marketing research related to retention when necessary
    * Assist in the implementation of CRM and database management as related to customer retention

Qualifications / Functional / Technical Skills:

    * Strategy - Individual must have strong strategic skills including evaluation and development of business goals and objectives and synthesis of analysis to create business and marketing strategies to achieve company goals and objectives.
    * Data Manipulation - Individual must have strong data manipulation skills and significant experience querying large databases. Individual must be able to not just understand how to answer complex business questions with data, but be able to extract, clean, and analyze large and complex data sets, potentially from multiple disparate data sources.
    * Communication - both oral and written - Individual should be a strong communicator who is comfortable being open and direct with peers, managers, and Sr. Leadership. Individual should be comfortable influencing and persuading senior level managers. Individual should have strong writing skills in order to effectively prepare marketing/retention customer communications.

Experience:

    * 5 to 8 years of Customer Care, Customer Retention and Consumer Marketing experience required
    * Experience in managing cross-functional projects
    * Wireless experience a plus

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