Customer Retention Manager

Overview: Support the US Local Markets growth initiatives by executing marketing campaigns on owned channels, such as email, push, and in-app banners in collaboration with the Strategy & Operations, Merchant account relationship managers, Analytics, and Product teams. The candidate should be a solutions-oriented team player who has strong attention to detail and willingness to be flexible on an accelerated business unit. Responsibilities: • Own CRM strategy for all US Local Markets consumer experiments and campaigns, determining channels and send cadence • Create the strategy and framework for the rapid testing in CRM channels Manage end-to-end development and execution of email, push, and in-app campaigns • Manage creative briefs end to end, from requesting campaigns assets needed to reviewing copy and design to launching campaigns • Pull lists from Snowflake using SQL and upload audiences to marketing platforms • Responsible for tracking initiatives, reporting progress out to team proactively and identifying next steps from campaign learnings, as well as understanding campaign performance against current benchmarks • Optimize engagement metrics through A/B testing and/or applying CRM team insights, and investigate performance inconsistencies to ensure campaigns have optimal scale and effectiveness • Establish a strong working relationship with cross functional stakeholders in our Strategy & Operations, Merchant account relationship managers, Analytics, and Product teams • Stay current on marketing best practices in email and push notifications, CRM operations, and best practices within Cx Retention team sharing learnings and insights regularly Skills & experience: • 4+ years experience in customer retention marketing, customer engagement, or CRM operations • Results-oriented with an exceptional track record of developing profitable retention programs and exceeding performance targets • Highly motivated with an entrepreneurial spirit and ability to work independently, while also able to build strong internal relationships and consensus on initiatives • Passion for customer experience and increasing the value of customers • Ability to be nimble and make strategic pivots to support business goals • Ability to translate value propositions and messaging framework into channel-specific copy, with mindfulness of customer lifecycle and channel limitations • Strong analytical skills; able to create data-driven marketing strategies and campaigns end to end Strong stakeholder management and interpersonal skills • Basic knowledge of SQL, HTML and data visualization platforms (e.g. Tableau, Periscope) are nice-to-haves Spanish language fluency is a plus Education: • Bachelor’s degree or equivalent experience; • Master’s degree a plus