Manager, Retention & Engagement (Marketing)

Job Type

Full-time

Description

Job Summary:

This role is to develop and execute strategies to enhance customer retention and engagement, driving repeat purchases, loyalty, and lifetime value.

Essential Job Duties:

Leadership:

• Liaise with HR and OD to recruit, onboard, and retain high-quality staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Effectively coaches, mentors, motivates, and manages the staff to ensure delivery of communications to employees in a timely and accurate manner while maintaining the Credit Union's high standard of quality.
• Ensures that the Marketing department fosters a productive, rewarding work environment that provides for the development of employees; meets all established goals and metrics; and operates within the Credit Union's core values.

Main responsibilities:

• Lead the development of targeted marketing campaigns and initiatives to re-engage dormant or at-risk customers, leveraging segmentation, personalization, and automation techniques.
• Collaborate with cross-functional teams, including product, customer success, and data analytics, to identify opportunities to improve customer experience and satisfaction.
• Analyze customer data and behavioral insights to identify trends, preferences, and opportunities for personalized communication and engagement.
• Oversee the execution of email marketing campaigns, including segmentation, content creation, A/B testing, and performance tracking, to optimize engagement and conversion.
• Oversee the development of marketing collateral and content to support customer retention and engagement efforts, including email newsletters, loyalty programs, and referral campaigns.
• Monitor and analyze key performance metrics (e.g., retention rate, churn rate, engagement rate) to measure the effectiveness of retention and engagement initiatives, providing insights and recommendations for optimization.
• Develop and implement customer lifecycle marketing strategies, including onboarding, activation, and win-back campaigns, to drive long-term customer relationships and advocacy.
• Perform other duties as assigned.

Requirements

Required Skills/Abilities:

• Excellent interpersonal and negotiation skills.
• Excellent organizational skills and attention to detail.
• Strong proficiency with Microsoft Office applications. Familiar and comfortable with information technology, particularly digital means of communication.
• Strong organizational skills in managing multiple initiatives.
• Strong analytical and problem-solving skills.
• Proven track record of developing and executing successful retention and engagement strategies, driving measurable business results.
• Strong analytical skills with experience in data analysis, segmentation, and campaign performance tracking.
• Experience with marketing automation platforms (e.g., Marketo, HubSpot), CRM systems (e.g., Salesforce), and email marketing tools (e.g., Mailchimp, Constant Contact).

Education and Experience:

• Minimum eight years' combination of experience in marketing, with a focus on customer retention, engagement, or loyalty marketing, and direct leadership, preferably in the financial services industry.
• Minimum bachelor's degree or certification in marketing, business administration, or related field, or more than eight years of related experience.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift 5 pounds at times.

Salary Description

$90,000 to $112,000