Manager, Retention Marketing

VCA Antech   •  

Los Angeles, CA

Industry: Healthcare

  •  

8 - 10 years

Posted 32 days ago

We're seeking an experienced Manager, Retention Marketing who will use their detailed understanding of and strong passion for customer relationship management to help drive best practices in customer life cycle communications across key National Marketing programs. The successful candidate will understand all stages of the consumer marketing lifecycle and be able to balance campaign and test strategy as well as performance measurement across the entire mix in order to enable data-driven marketing decisions that support highly relevant, personalized client experiences.

The key priorities of this role are to 1) help define and execute the strategy for how we communicate with clients to drive retention and engagement; 2) identify and understand opportunities and risks to client retention; and 3) be vigilant with continuous testing and optimization to seize opportunities to drive revenue, service engagement, and ROI across campaigns.

Responsibilities

  • Own client reminder program, both ensuring effective execution of existing program as well as rigorously measuring, testing, and optimizing to increase effectiveness of program and maximize ROI
  • Inform tracking and attribution strategy
  • Efficiently manage program budget and agency partner
  • Develop and maintain a deep understanding of VCA's client attitudinal and engagement segments, and develop and optimize campaigns to maximize value therein
  • Contribute to evolution and execution of the strategic measurement and decisioning framework that supports both National Marketing campaign and longer-term strategy decisions, with a strong focus on predictive/prescriptive decision making
  • Leverage insights to strategize and execute pilots and A/B testing to optimize performance of both new and existing campaigns; compile results and make scalable recommendations
  • Drive communication strategy and channel optimization by surfacing insights and key trends, using both internal & external data sets
  • Lead regular campaign performance reviews, producing gap analysis reports & improvement recommendations
  • Partner and foster strong working relationships with key resources both inside and outside of the organization

Qualifications

  • 7+ years of retention marketing, CRM, and/or customer lifecycle marketing in a relationship-oriented consumer business
  • Experience working across all marketing disciplines impacting existing clients (retention, customer growth and win-back), including customer cohort analysis and LTV modeling
  • Strong ability to glean insights and tell stories from data, analytics and insights that inspire action and change
  • Excellent interpersonal and communication skills, including ability to ask questions to gain understanding, partner with others, and deal with differing points of view
  • Creative thinking; excellent organization skills and high attention to detail; and the ability to build strong relationships and exercise excellent follow-up
  • Operate efficiently with a sense of urgency to make decisions and deliver on highly visible key projects within a fast-paced, team-oriented, results-driven environment
  • Ability to independently organize and implement several multi-step projects simultaneously
  • Robust willingness to learn, support, and actively participate in the growth of the business

Preferred Qualifications

  • Bachelor's degree in Marketing, Communications, or related field (MBA preferred)