Loyalty & Retention Job Description

Loyalty & Retention Job Description

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Loyalty & retention provides data preparation instructions to the Database Management Specialist to generate lead lists for DTC and B2B marketing programs.

Loyalty & Retention Duties & Responsibilities

To write an effective loyalty & retention job description, begin by listing detailed duties, responsibilities and expectations. We have included loyalty & retention job description templates that you can modify and use.

Sample responsibilities for this position include:

Coordinate all communications to Mobility and Residential Services clients through the ownership of the customer lifecycle and contact strategy
Knowledge/Training - Develop competitive positioning to overcome objections that lead to customer cancellations
Leading Insights and Analysis - Guide analysis of call data (through Blueprints) on a weekly and monthly basis, determine key areas to conduct deep dives and develop strategies for churn improvements
Hype campaigns - Drive improvements in the call centre through weekly/monthly hype campaigns
Responsible to manage Medium Segment account base – including segment strategy with subsequent tactical plans to achieve quarterly and FY measures
Utilize analytics to understand/uncover churn pressures
Develop programs/solutions to solve for key challenges
Tactical program execution to all channels – including direct sales channels and business care
Create in depth reporting to measure and demonstrate success
Work cross functionally to influence change with key stakeholder groups (marketing, pricing, channel, operations, care etc…)

Loyalty & Retention Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Loyalty & Retention

Typically a job would require a certain level of education.

Employers hiring for the loyalty & retention job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Marketing, Business, Business/Administration, MBA, Communications, Statistics, Economics, Finance, Education, Management

Skills for Loyalty & Retention

Desired skills for loyalty & retention include:

Assessment fees
Association pricing
Interchange Differential
Interchange pass-thru
Non-Qualified Transaction Processing Fees
Products and benefits to ensure compliance accuracy in programs and communications
SQL would be an asset
WellCare's state and federal contracts
Architecture that gathers customer information and feeds database solutions that drives and supports CRM strategies
B2B marketing analytics and measurement

Desired experience for loyalty & retention includes:

Deliver top quality marketing campaigns that support churn reduction
Create summary post mortems & present results to peers and management
Conduct regular analysis on campaign results
Drive improvement in on-going campaigns while effectively managing quality / accuracy
Deliver short and long term forecasting on expected campaign results including high risk client contacts & saved client results
Partner with various teams including Pricing, Channel, Database team, etc to improve campaign success rate, and ensure client targeting/list formation is continuously improved

Loyalty & Retention Examples

1

Loyalty & Retention Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of loyalty & retention. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for loyalty & retention
  • Analyze and understand response campaigns in order to derive insights to be shared cross-functionally
  • Understanding voluntary risk models, demanding proactive insights to assist in developing targeted strategies/programs
  • Provide reporting on key portfolio metrics to senior leadership teams
  • Regular report findings on key churn drivers to leadership and marketing teams to assist in sound business decisions
  • Analyse competitive pricing and identify pricing gaps across multiple segments and regions
  • Simplify processes and loyalty offers for our internal agents
  • Uncover new opportunities to retain Mobility clients, targeting specific segments
  • Create presentations on a weekly basis for mid to senior level management
  • Maintain and enhance Loyalty offer reporting
  • Perform post-mortem analysis on key loyalty offer launches
Qualifications for loyalty & retention
  • Excellent communication skills, both written and verbal (ability to effectively communicate and present to people at all levels)
  • Strong analytical and intuitive skills – ability to reason logically, recognize assumptions, and ability to assess (quantify) impacts to the organization
  • Mobility Telecom experience would be an asset
  • Visio (preferred but not required)
  • Fundamental marketing knowledge and experience - sound understanding of the principles of marketing with previous product or market management experience
  • Knowledge and use of PC software and spreadsheets (MS Excel is a must)
2

Loyalty & Retention Job Description

Job Description Example
Our company is looking for a loyalty & retention. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for loyalty & retention
  • Development of monthly presentations for Postpaid and Prepaid churn results and insights
  • Leverage existing reporting to identify new opportunities for churn improvement
  • Perform deep dive analyses on existing customer behaviours to identify potential areas of improvement
  • Maintain and distribute several monthly reports to other teams in order to improve awareness of churn results and opportunities for reduction
  • Work cross-functionally with other teams to understand key business changes and identify the impact of those changes in churn results
  • Provide expert data retrieval support for team and business reporting
  • Responsible for leading a team of specialists accountable for Consumer Wireline forecasting, analysis and executive presentations
  • Understand and quantify macro/micro drivers impacting results to provide insights for the senior leadership team and execution teams to best address and positively influence our results
  • Create new insights into our customer base to facilitate programs that will continuously improve customer experience
  • Responsible for creating monthly and quarterly presentation updates to the senior executive team (C-Suite)
Qualifications for loyalty & retention
  • 3-5 year management experience in Marketing or related field
  • Minimum of 7-10 years of B2B marketing, communications, loyalty & retention experience is preferred
  • 5+ years of Retention program development & execution experience
  • Direct experience developing & managing loyalty programs (ideation, execution & offer design)
  • Understanding of and contribution to Direct Marketing core principles and best practices
  • Highly detailed, with ability to thrive in a fast-paced, deadline-drive environment
3

Loyalty & Retention Job Description

Job Description Example
Our growing company is looking to fill the role of loyalty & retention. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for loyalty & retention
  • Develop and manage new customer loyalty programs that leverage digital media, community sites, online events, marketing automation and account-based communications
  • Analyze customer data to identify retention programs by market segment
  • Manage a skilled team of enthusiastic marketing managers
  • Measure and be accountable for program results
  • Design & execute target strategies, campaign treatments & supporting business cases to reduce churn & calls (outbound, reactive routing, email, in browser, direct mail)
  • Modify existing campaigns to meet changing business needs and drive higher ROI’s
  • Reduce churn & calls by improving/maximizing various customer touch points
  • Create overall campaign launch plan & project manage against milestones
  • Execute campaigns on time with cross-functional teams
  • Complete follow through with campaign post mortems and weekly reporting
Qualifications for loyalty & retention
  • Ability to organize, prioritize and meet goals perform assigned duties without direct supervision
  • Strong interpersonal skills, working as a team member with internal stakeholders outside strategic partners
  • High degree of initiative, personal accountability and ownership
  • Superior analytics capabilities
  • Experience with CRM systems (salesforce.com) is a plus
  • University graduate, preferably with a Business (marketing) focus
4

Loyalty & Retention Job Description

Job Description Example
Our company is growing rapidly and is hiring for a loyalty & retention. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for loyalty & retention
  • Partner effectively with key stakeholders
  • Collaborate cross functionally to develop new programs and enterprise capabilities
  • Create and maintain monthly/quarterly calendars and manage collisions with other Customer Experience initiatives
  • Develop business cases to launch new loyalty offers to close competitive gaps and communicate new offers to channel teams
  • Size opportunities and provide insights and recommendations on campaigns
  • Pitch new opportunities to marketing executives to gain buy-in
  • Design reporting tools to measure a communication’s impact on propensity of customer to upgrade
  • Use reporting tools to make decisions about campaign tactics to determine next best action for communication at a customer level
  • Lead cross functional interactions influencing marketing creative decisions impacting high risk customer’s experience
  • Work with the product, operations, and CRM teams to build, test and launch new loyalty program features optimize current program offerings to improve member engagement and satisfaction, drive, increased engagement and sales
Qualifications for loyalty & retention
  • University graduate – B.A, MA, MBA
  • University graduate – B.A, MA, MBA – Marketing, Commerce, Economics or Finance
  • Preferred A Bachelor's Degree in Marketing, Communications, Business Administration, or a related field
  • Required or equivalent work experience equaling 2 additional years of experience in project development and administration experience
  • Required 3+ years of experience in project administration, preferably in a healthcare environment, developing successful retention, marketing, loyalty and/or branding campaign strategies and managing cross-functional teams
  • Preferred 1+ year of experience in relevant call center program development and administration experience
5

Loyalty & Retention Job Description

Job Description Example
Our growing company is looking for a loyalty & retention. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for loyalty & retention
  • Be responsible for Sales and Retention Call Centre performance metrics include conversion rates, and transaction margin
  • Brief new offers & propositions into Sales and Retention Call Centre
  • Gather agent feedback on processes, campaigns, new propositions
  • Help to define consumer retention offers & strategies during planning
  • Be linked in with the customer service team’s activities and any channel activities that impact the Sales and Retention Call Centre
  • Manage agent incentive structures with Call Centre Operational Manager
  • Attend operational call forecasting meetings
  • Create and evaluate CC test and learn initiatives to reduce churn
  • Be required to frequently travel to the Preston call centre (2 days/week)
  • Call centre experience - close practical familiarisation of how a call centre works
Qualifications for loyalty & retention
  • Intermediate Other Ability to balance multiple projects within varying deadlines
  • Intermediate Other Business writing and presentation development skills
  • Intermediate Other Ability to leverage data for problem solving and ideation
  • Proven experience in building and promoting large-scale customer loyalty/retention programs
  • At least 10 years of marketing leadership experience – B2B or B2C
  • Exceptional expertise in digital, social and content marketing

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