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Marketing Manager, Retention & Loyalty
Yelp
San Francisco, CA, United States
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SummaryAs Marketing Manager, Retention & Loyalty, you will be responsible for turning current Yelp Reservations and Yelp Nowait customers into brand advocates. You will develop a marketing strategy that communicates our value to customers, captures and responds to customer feedback, and builds ongoing relationships. Over time, your success will be measured by customer satisfaction and referrals. This role reports into Marketing but will require close collaboration with Account Management, Sales and Product.
What you’ll do:
• Lead the Quarterly Business Review process with close collaboration with Account Management. You’ll develop key marketing messages, create content to articulate Yelp’s value to customers, and ensure participation by all key customers.
• Develop a lifecycle marketing program that may include milestone celebrations, customer newsletters, performance analytics, product updates and/or best practices.
• Develop a referral program that drives a significant volume of sales leads. This includes referral incentives, processes, channels, and tracking.
• Lead our Net Promoter Score program by measuring scores, identifying key themes, and leading cross-functional initiatives to improve.
• Launch a Customer Advisory Board in order to capture ongoing feedback and suggestions from our most influential customers and prospects.
• Partner with Local Marketing Managers to host events with current customers to keep them engaged and show our appreciation
• Partner with Account Management to create on-boarding materials to ensure a positive and seamless experience.
• Develop other creative strategies to increase retention and earn referrals.
What we’re looking for:
• 5 years post-undergraduate professional experience, including at least 1-2 years marketing to current customers
• Experience leading campaigns from beginning to end, including campaign strategy, content development and execution
• Gets excited about testing new marketing strategies and tactics, and figuring out how to make them work better
• Resourceful. Is inclined to ‘just figure it out,’ but knows when it’s time to ask for help.
• Experience leading cross-functional initiatives
• Outstanding communication, presentation and project management skills
• Excellent analytical skills, comfortable manipulating data in Excel/Google sheets
• Enjoy building relationships with customers
• Willingness to travel 10-20% of the time
• Bachelor’s degree required
• Passion for food and the restaurant industry is a plus!
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.