Manager, Retention Resume Sample
Corine Wolf
29556 Juliet Mountain,
Philadelphia,
PA
+1 (555) 760 6701
Work Experience
Senior Manager, Retention Marketing
10/2016
-
PRESENT
San Francisco, CA
- Work closely and collaboratively with several internal departments including research, decision management, creative management, channel partners, and product management in cross-functional teams to enhance our capabilities and develop strategies and campaigns that help E TRADE meet our retention goals
- Use effective time and project management skills to consistently meet deadlines and ensure preparedness for programs’ implementation, execution and subsequent program operations and performance tracking
- Multi-task, balance competing priorities, and have great organizational and communication skills
- Experience in B2C or direct response marketing, preferably with focus on retention or loyalty
- Extremely strong organizational, oral and written communication skills
- With senior management, establishes performance goals, in accordance with divisional financial/subscriber goals, for the Retention Department employees and monitors performance on a continual basis
- Five to seven years of experience in telemarketing and/or customer service in a telecommunications environment
Manager, Retention
10/2010
-
05/2016
Philadelphia, PA
- Strong PC skills with proficiency in Word and Excel applications
- Demonstrated self-motivation, sound judgment, problem solving and analytical skills. Performs effectively and independently in a multi-tasking environment
- Excellent communication skills, both internally and externally, with the ability to effectively present information in one-on-one and group situations
- Using segmentation and behavioral data to personalize and optimize each customer’s online experience
- Experience in a consumer facing digital marketing role, preferably in an eCommerce environment. Hands-on experience with email marketing
- Strong analytical skills. proficiency in SQL or Hive
- Understanding of what retention metrics are and how to impact them (renewal, churn, engagement)
- Work cross-functionally and manage various stakeholders
Lead Program Manager, Retention Marketing
11/2004
-
04/2010
Detroit, MI
- Represent UHC at various marketing sites, community events and during customer home visits as directed by Marketing Management. At management’s discretion, assist the Marketing Department in day-to-day operations
- Provide leadership in the adoption of Marketo’s project management processes and practices
- Perform gap analysis to determine what needs improvement
- Develop and implement local incentive programs
- Administer and coordinate all national incentive programs and contests
- Plan and execute reward and recognition delivery for individuals, teams and office
- Monitor, assess and provide feedback on effectiveness of promotional and incentive campaigns (ROI)
- Identify improvement opportunities as they relate to products, services, campaigns and incentive programs
Education
Buena Vista University - Mason City Campus
1999 - 2004
Bachelor's Degree in Marketing
Professional Skills
- Work with fulfillment house to set up & execute online and offline marketing campaigns programs for Bloomberg Businessweek & Bloomberg BRIEF billing and renewals
- Proven experience effectively facilitating efficient departmental operations
- Strong verbal and written communications, including presentation skills
- Ambitious and pro-active with strong team leadership skills and drive to “get stuff done”
- Excellent project management and organization/time management skills with specific attention to detail
- Consumer direct marketing experience, with strong emphasis on email and retention marketing
- Experience managing staff coupled with proven record of ability to develop team
How to write Manager, Retention Resume
Manager, Retention role is responsible for analytical, sql, hive, training, leadership, excel, insurance, credit, database, compensation.
To write great resume for manager, retention job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Retention Resume
The section contact information is important in your manager, retention resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Manager, Retention Resume
The section work experience is an essential part of your manager, retention resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager, retention responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, retention position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Retention resume experience can include:
- Excellent communication, leadership and development skills
- Significant problem-solving, communication and organizational skills
- Excellent analytical ability, and the skill to leverage analyses to define strategies and identify opportunities
- Assess skills, identify and address gaps to maintain and improve performance for in-house, call center, and field member retention teams
- Strong creative, customer segmentation and analytical experience/background
- Refine and enhance Crackle’s current user benefit offering while creating and maintaining an additional backlog of future features and experiences
Education on a Manager, Retention Resume
Make sure to make education a priority on your manager, retention resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, retention experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Manager, Retention Resume
When listing skills on your manager, retention resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical manager, retention skills:
- Review and monitor campaign results, ensuring program stability and effectiveness, making relevant analytical call-outs on all metrics
- Commercial acumen – proven track record of developing customer facing strategies which drive loyalty and revenue
- QA all email samples and tests prior to going live
- Experience with A/B testing and digital media campaigns (paid, owned, and earned)
- 5 – 7 years management experience of a call center and/or production teams in a retention/marketing division, required
- Experience working with outside agencies to implement business plans is desired
List of Typical Experience For a Manager, Retention Resume
1
Experience For Senior Manager, Retention Marketing Resume
- Experience growing and developing leaders within an organization
- Advanced experience working with evolving CRM technologies, specifically Salesforce
- Experience with credit card processing and subscription/customer payment solutions
- Data driven with a strong attention to detail and familiarity with analytics tools (e.g. Adobe analytics and the like)
- Passionate and strategic marketer with proven ability to identify customer insights and needs
- KPI Tracking:define andManage towards KPI’s for retention – including lifecycle success, customer satisfaction, stops reduction and LTV
2
Experience For Manager, Retention & Lifecycle Management Resume
- Track and improve retention KPIs including: 12-month retention rate, % save rate, preventable vs. unpreventable stops
- Sound knowledge in key digital marketing channels and spaces such as email, social media, and mobile
- Secure cooperation and drive consensus across various departments as well as partners internally and externally
- Movie, television, music and technology junkie
- Own development of long term vision and implementation of trigger strategy to drive growth and retention of GCP’s high revenue Middle Market customer base
3
Experience For Lead Program Manager, Retention Marketing Resume
- Work with analytic teams to identify the most high impact moments to drive conversations and develop meaningful treatments
- Synthesize data/KPIs and customer insights; work with robust analytic dashboard to surface and act on trends to drive maximum performance and customer experience
- Provide data analysis using Excel and other operating systems including CMS to implement operational changes and increase efficiency of the in-house, call center, and field member retention teams
- Compose and execute a robust, effective retention marketing slate and evolve the company’s digital subscriber communications
- Manage key vendor relationships related to the retention marketing function
- Analyze team performance statistics for the in-house and field retention teams inclusive of all inbound and outbound call center metrics
- Drive subscriber retention through improved billing practices, devising retention approaches for at-risk subscriber segments and optimizing call center customer service communications
4
Experience For Product Manager, Retention Resume
- Improve customer on-boarding and increasing subscribers’ engagement with our news brands and content
- Work closely with data science and analytics colleagues to leverage predictive churn risk data insights into retention marketing campaigns and approaches
- Foster greater digital activation and engagement among tronc’s print subscriber base
- Manage price increase strategy and roll out plans to mitigate attrition both through initial subscriber communication and in the call center
- Arm Customer Service team with the most effective scripting and save/winback offers possible. Test different offers to ensure we are maximizing positive response while minimizing revenue loss and capture and interpret cancelling customer feedback
5
Experience For Assistant Manager, Retention Marketing Resume
- Work with Customer Service on training programs that both prepare new representatives to save cancellers and sharpen the skills of existing reps; monitor rep performance to ensure they are leveraging all tools available to maximally save subscribers. Course correct as needed. Develop and distribute performance reports to all stakeholders
- Carefully review churn attributed to credit card processing issues and work with internal cross-functional teams to reduce the incidence of rejection and ensure the accuracy of our customers’ credit card information
- In retention marketing, membership program marketing, or customer loyalty/brand advocacy roles
- In digital marketing space
- Highly proficient in web/digital analytics (Google Analytics, Omniture/Site Catalyst, etc)
6
Experience For Senior Marketing Program Manager, Retention Resume
- An excellent analytical mind, being very comfortable in large quantities of data, knowing what to look for, and having the ability to spot a trend others might miss
- Implement and track to meaningful KPIs
- A cross functional collaborator, with experience building and maintaining collaborative relationships with teams outside of marketing. Experience working with FP&A and Accounting teams
- Experience in Product Management/Product Strategy and Client Strategy
- Prior budget accountability
List of Typical Skills For a Manager, Retention Resume
1
Skills For Senior Manager, Retention Marketing Resume
- Strong project management, analytical, and problem solving skills by taking a data-driven approach
- Strong communication skills and ability to influence partners and key stakeholders
- Experience in managing subscription, heavy user acquisition or high quality streaming services (live or VOD)
- Demonstrated ability to work on a diverse scope of concurrent projects requiring detailed analysis, creative/practical problem solving, and sound judgment
- Experience in managing marketing teams/staff
- Experience in reporting and presenting to senior executives (C-suite level)
- Experience in training and incentivizing sales or service reps for exceptional performance
- Develop tools, training and feedback mechanism for 50+ Patient Liaisons (PL) who are deployed in our clinics and are in charge of patient experience
- Experience with an iterative testing strategy for channel optimization
2
Skills For Manager, Retention & Lifecycle Management Resume
- Strategic thinking/thought leadership and proven ability to challenge the status quo
- Build strong working relationships with partners and stakeholders
- Management experience in customer relationship and retention or related fields
- Collaborate within the organization to continuously test and optimize the customer experience
- Tenacity – proven ability to find solutions when data is hard to come by, through strategic hypothesis
3
Skills For Lead Program Manager, Retention Marketing Resume
- Innovation – a willingness and proven ability to deliver retention strategies that challenge status quo
- MBA not required but strongly recommended
- Understanding of what retention metrics are and how to impact them (renewal, churn, and engagement)
- Track record of managing, launching and delivering consumer marketing programs through multiple channels; online, email, catalog, direct mail
- Implement all triggers including targeting/list development, training and performance tracking through Salesforce
- Analyze in-house operational production metrics including staffing, scheduling and forecasting procedures
4
Skills For Product Manager, Retention Resume
- Organize sample bills and renewals to ensure accuracy of pricing and messaging
- Provide guidance to team and facilitate their development by identifying areas of opportunities and providing feedback and goals
- Establish industry, programming, and marketing best practices for retention tactics, workflows, and processes
- Organize and lead FindLaw customer retention programs including building a High Value Customer team
- Develop in partnership with the US Client Group a robust customer treatment strategy, including offers and messaging to be delivered via phone team
5
Skills For Assistant Manager, Retention Marketing Resume
- Team player comfortable working in a “white space” and willing to take on incremental responsibilities
- Track customer lifecycle by cohorts such as intro offer other attributes and maintain ongoing monitoring of subscriber behavior
- Work with internal and external creative vendors to coordinate and develop copy & creative assets necessary to support all marketing initiatives
- Assist manager in inventory ordering process - check all proofs for accuracy
- Support Retention Manager in and implementing new programs
- Manage trafficking of orders and inquiries from 3rd party agents
- Manage retention marketing customer communications and operations to meet sales goals and business objectives
- Extensive knowledge of email/direct marketing best practices
6
Skills For Senior Marketing Program Manager, Retention Resume
- A performance and data driven marketing approach and ability to translate this into customer strategy and communications
- Communicate technical or data led information to the business in an engaging and informative manner
- Work in a matrix structure, motivating the wider team
- Keep on top of Crackle’s trends and technologies, specializing in registration and user benefits and how they compared to competitor trends
- Background in at least one of the following types of platforms: connected TVs, mobile devices, game consoles
- “Own” the high revenue Middle Market Customer, working with key Retention team stakeholders to develop holistic strategy
- Understand and track retention and other key performance metrics; work with Product Marketing, Product Management, and Design teams to ship improvements
- Scope and execute A/B tests across emails, web, mobile, and other customer-facing communication platforms
- Create succession plan for career growth
7
Skills For Manager, Retention Effectiveness Resume
- Cross-train team to provide support and back-up responsibilities
- Oversee daily operations and point of escalation for execution of campaigns – marketing, transactional, triggered, registry, international shipping, credit and customer service, and third party messaging
- Relevant experience (Marketing, Research, Analytics or Program Management)
- Previous Customer Service within health insurance experience
- Previous experience with workforce management and / or process flows
- Relevant experience
- Manage team bandwidth and expectations for campaign support
- Work with cross-functional teams to streamline production workflows and gain efficiencies across team bandwidth
- Enhance marketing program based on industry and competitive analysis such as mobile and tablet influences, researching new capabilities to educate internal teams and develop short to midterm roadmaps for execution
8
Skills For Growth Manager, Retention Resume
- Identify opportunities and enhancements to drive and increase sales, business objectives, and customer experience. Outline business use cases and manage and execute the roadmap for business workflow processes to implementation of customer facing products
- Demonstrated success managing marketing projects
- Implement omni-channel initiatives and campaigns
- Manage business relationship with key vendors
- Manage budget and actualization within Macy’s financial workflow
- Work alongside various teams to ensure we provide first class customer journeys that improve retention within our customer base and our products
9
Skills For Manager, Retention & Engagement Resume
- Develop and drive a strong collaborative relationship with Marketing teams to understand programs that best managed to maintain revenue and increase engagement, thereby improving retention
- Lead development of business insight and data to build a retention strategy in order to achieve our business goals
- Help to develop HVC strategy and size its impact on retention
- Continually provide fresh ideas around improvements based on retention trends
- Influence other parts of the business where their contribution directly impacts retention
- Focus – a goals driven approach and ability to work at pace
10
Skills For Associate Manager, Retention Resume
- Energetic, collaborative and driven
- The proposed recommendation also addresses the competition landscape, which compared relatively to the competitors’ performance. The products management process and performance measurement are done continuously and routinely
- Ensure the smooth roll-out of Etsy’s new Salesforce ESP through collaborating with the Retention marketing team, Database marketing team, Internal Platforms, and Data Engineering
- Proven ability in developing and implementing data-driven email/push strategy and tactics
- Demonstrated creative problem solving and critical reasoning abilities with the ability to adapt to evolving business needs and objectives, while taking into account short-term vs long-term impact
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