Retention Manager Resume Samples

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7403 Mohr Freeway
Dallas
TX
+1 (555) 776 3942
7403 Mohr Freeway
Dallas
TX
Phone
p +1 (555) 776 3942
Experience Experience
01/2016 present
Houston, TX
Customer Retention Manager
Houston, TX
Customer Retention Manager
01/2016 present
Houston, TX
Customer Retention Manager
01/2016 present
  • Manage end to end the customer management workflow
  • Work closely with the CRM and product managers to ensure customer cases are identified and flagged and responded too
  • Be responsible for the management and performance of the customer care team
  • Work with a wide range of internal business partners to help them understand how to interpret theCustomer Health data including Sales, Marketing, Customer Support, Product, Finance and IT
  • Responsible to audit claims to verify accuracy and compliance. Establish tracking and reporting methods for internal use and distribution to Field team. Work with Warranty Services Group (WSG) on systems to track vehicle days down as per Unger case. Establish tracking and reporting for customer for customer satisfaction. Compile reporting for internal and external audiences. Work with Finance, Legal, MBF, Engineering, WSG, Field, dealerships, CCMs etc to establish clear and open communication channels for every facet of the Customer Retention process
  • Leads on- and off-platform communication with the Verizon Digital Entertainment customer base, including push notifications, email outreach, in-app placements, product-development opportunities and more
  • Maintain and encourage open communication with the Customer Advocacy Group. Understand every facet of Customer Advocacy business and manage cases from start to finish in addition to cases focused on buyback or goodwill
06/2009 10/2015
Dallas, TX
Client Retention Manager
Dallas, TX
Client Retention Manager
06/2009 10/2015
Dallas, TX
Client Retention Manager
06/2009 10/2015
  • Designs and executes improvements for process and procedures so that established goals are met
  • Provide frequent feedback to the Director of Business Development on employee and team performance
  • These products and services are: Recruiting Services, TLM, Performance Management etc
  • Manage the work-flow and processes associated with Client Retention Team
  • Proactively assists in developing and monitoring HR Service Plans which will directly impact the Human Resources effectiveness of client companies
  • Financial Analysis: Conducts financial analyses of client contracts and provides client with perspective on the value of services provided
  • Assist in providing ongoing Salesforce Operational support and training to BDC and Field Sales Teams
02/2006 12/2008
Houston, TX
Retention Manager
Houston, TX
Retention Manager
02/2006 12/2008
Houston, TX
Retention Manager
02/2006 12/2008
  • Evaluate and reviews customer performance and makes recommendations on pathways to improvement
  • Track and regularly communicate on these efforts to the audience development team and senior management
  • Manages long-and short-term customer development and retention plans to increase revenue
  • Strong working knowledge of predictive dialing and call center management
  • Implement and ongoing management of customer retention strategies, performance metrics, compensation, and incentives
  • Collaborate with retention teams to identify new and modify existing tactics to improve customer retention performance
  • Follow all process and timeline expectations for data entry and data management in the student database
Education Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Strayer University
Bachelor’s Degree in Business
Skills Skills
  • Able to detect trends in customer behavior by using qualitative and quantitative data sources
  • Strong influencing and consensus-building skills
  • Ability to navigate technical implementations and identify and clearly define complex problems to product, marketing and customer service teams
  • Ability to interface effectively with all levels of management and functional disciplines
  • Previous SVOD or subscription business is highly desired
  • Excellent verbal and written communication
  • Excellent negotiating skills
  • Ability to build, manage and influence virtual teams
  • Excellent interpersonal skills
  • Excellent written/oral communications
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1

Senior Retention Manager Resume Examples & Samples

  • Identifies new opportunities to drive growth for both CEMand Gap Brand and leads new initiatives to further drive customer retention forthe brand
  • Integrates with Gap creative and wider marketing team to ensure overall programs and direct mail align with marketing/brand objectives
  • Partners with Acquisition manager, Store Operations, Central CEM marketing team, and Visual Marketing team to ensure best consumer experience
  • Serves on broader Gap Inc. retention team to achieve cross-brand PLCC and co-brand usage and retention goals
  • Aligns with key business partners throughout organization on CEM program goals and initiatives
  • Partners with other Brand CEM marketing teams to ensure knowledge sharing and incorporation of best practices
  • Minimum 5-7 years of relevant work experience in traditional CRM or direct marketing (direct mail, email, credit card, or loyalty marketing)
  • Organized, self-starter, with strong interpersonal skills to work effectively and build strong relationships with cross-functional business partners across a matrix organization
  • Exceptional communication skills: written, oral and formal presentation; ability to actively participate in senior-level discussions
  • Strong project management and organizational skills with the ability to manage multiple projects simultaneously
  • Strong analytical and problem solving skills required. Highly comfortable with leveraging data to drive decisions
  • Results-orientated and willing to shift plans if necessaryto meet goals
  • Comfort in working with creative team and creative development process
  • Past card experience desired but not required
  • Proficient with MS Office. Advanced Excel and Powerpoint skills desired
  • Bachelor's Degree; MBA a plus
2

Usage & Retention Manager Resume Examples & Samples

  • High Integrity
  • University graduate with min. 8 years working experience
  • Experience in credit card business is preferred
  • Proficient in reading, writing and speaking mandarin is a must
  • Ability to work under pressure to meet target
  • Excellent interpersonal and leadership skills with the ability to influence without direct authority, a good team player and have the ability to work collaboratively across matrix organization
3

Field Marketing Renewal & Retention Manager Resume Examples & Samples

  • < 5-7 years in marketing, sales, product development, or related field marketing
  • Knowledge of Blackboard K-12 competitors preferred
  • Ability to drive sales growth in new and existing markets - ability to identify local opportunities, interact with decision makers and provide highest-quality leads as a result
4

Senior Retention Manager, Gap Brand Resume Examples & Samples

  • Identifies new opportunities to drive growth for both CEM and Gap Brand and leads new initiatives to further drive customer retention for the brand
  • Integrates with Gap creative and wider marketing team to ensure overall programs and direct mail align with marketing/brand objectives
  • Partners with Acquisition manager, Store Operations, Central CEM marketing team, and Brand Marketing team to ensure best consumer experience
  • Serves on broader Gap Inc. retention team to achieve cross-brand PLCC and co-brand usage and retention goals
  • Aligns with key business partners throughout organization on CEM program goals and initiatives
  • Partners with other Brand CEM marketing teams to ensure knowledge sharing and incorporation of best practices
5

International Engagement & Retention Manager Resume Examples & Samples

  • Experience in dealing with and cultivating online communities and using a wide variety of social media channels
  • Passion for video games
  • Combine knowledge of gaming, gamers and communities with creativity and flair to provide information and service in ways that increase customer loyalty and revenue
  • Devise systems and processes to continuously improve customers’ opinions of WBIE services
  • Manage multiple tasks and projects, switching focus and priorities “on the fly” to respond to business needs
  • Manage change and ambiguity without losing focus
  • Put forward suggestions and opinions that encourage open debate and lead to acceptance and agreement
  • Make effective decisions based on a clear understanding of the associated business implications
  • Look for new ways to solve problems and evaluate alternative solutions to identify potential risks/opportunities
  • Argue a point or position, clearly articulating the reasoning process involved in the selection of a particular course of action
  • Cut through complexity to create clear, simple messages for the end-user within the gaming community
  • Come up with innovative approaches and solutions above and beyond the industry norm and standard
  • Write clear, compelling messages that encourage customers to play
  • Have experience and ability to work with global strategy teams and management of remote teams and territory teams
  • Able to travel internationally on a frequent basis
  • Bachelor’s degree /equivalent or of graduate calibre required
6

Student Retention Manager Resume Examples & Samples

  • Conduct regular employee coaching sessions and annual performance evaluations, to include defining development plans and corrective action plans for their assigned team
  • Respond to their direct report employee requests for assistance within 24 business hours
  • Monitor, analyze and evaluate mentoring, phone call, and e-mail activity reports on a daily basis, coaching and guiding team as needed
  • Ensure team maintains accurate and complete student enrollment records as required by College governance, all laws, policies, and administrative regulations
  • Meet or exceed student enrollment program metrics each term, working with their assigned teams
  • Prepare and develop all required enrollment forecasts, and reports for their team, including enrollment activities
  • Confer with faculty, program directors, other campus counselors, and administrators to help resolve students' academic and administrative problems
  • Potentially participate in the course review and evaluation process for the department including monitoring and analyzing learner feedback to ensure quality of program/course is maintained
  • 2-5 years prior experience as a Manager with 5 or more direct reports
  • 6 to 8 years prior experience in customer service
  • Demonstrated ability to take the lead and work against resistance to accomplish goals
7

Senior Marketing Operations & Retention Manager Hospitality Solutions Resume Examples & Samples

  • Develop complex marketing plans related to customer retention and satisfaction analysis including leading and managing execution of the end-to-end Net Promoter Score program for the complete Hospitality Solutions portfolio and overall business
  • Define and execute the global marketing organization’s marketing analytics strategy, return on investment analysis and manage the reporting cadence and process for marketing KPI measurement with direct accountability to the Vice President of Marketing and indirectly to the President of the Hospitality Solutions business unit
  • Support market research initiatives and projects, with a keen understanding for customer survey and market research methodology in a technology-driven business environment
  • Act as a key resource to marketing peers for prospect & customer value scoring logic & analysis as well as content engagement scoring & weighting to ensure maximum impact, effectiveness and ROI from execution of demand-generation & marketing automation programs
  • 4+ years of related experience in an analyst or operations-related role in any discipline area
  • Advanced Microsoft Office skills, with high proficiency in Excel
  • Experience supporting / working knowledge of best practices related to market research, customer survey methodology and Net Promoter Score analysis/measurement desired
  • Experience with lead-generation, marketing automation and/or CRM analytics a plus, but not required
8

Retention Manager Resume Examples & Samples

  • Own and execute a lifecycle customer strategy to drive repeat sales and build loyalty
  • Create compelling creative and messaging to engage customers and drive usage for at-risk customers with low usage, and to drive renewal and reactivation, working with creative agencies, internal and external
  • Increase lifetime value and reduce churn by engaging customers with the most targeted, relevant, and helpful content at each stage of the customer lifecycle
  • Define proactive retention strategy to target customers with low/no usage who are at risk for not renewing. Leverage data models and customer insights to identify ways to segment and target customers to drive usage
  • Partner with Data Science to perform customer analysis, segment customers into meaningful and actionable cohorts, conduct A/B and multivariate tests, establish reporting infrastructure, track and analyze performance, and communicate out results
  • Map and optimize the end-to-end customer journey: Work with internal teams to identify places in the customer journey where customer disengage, then develop strategies to pre-emptively identify, win back and retain those customers
  • Set success criteria, measure impact, and evolve the strategy in order to impact customer retention and satisfaction
  • 5+ years working in a subscription services business, ideally focused in retention or churn management
  • Passion for delivering an exceptional customer experience
  • Execution-oriented leader with a track record of high impact, high quality results
  • Strong business insight and judgment, and instinct for technology businesses (or other fast-evolving, competitively intense, and economically complex industries)
  • High tolerance for ambiguity and ability analyze/diagnose complex product and business challenges, formulate insights and recommendations, and motivate the broader organization to action with limited guidance
  • Solid understanding of analytics, including segmentation and modeling. Comfortable building business cases and manipulating data
  • A dedication to great consumer experiences with a strong understanding of the consumer mindset
  • Ability to deliver cross-organization impact spanning partnerships with marketing, engineering, PR, and finance
  • Ability to thrive and succeed working with teams across multiple time zones with different work cultures
  • Passion for gaming and entertainment; gaming industry experience is a plus
  • BS/BA degree, MBA preferred
9

Client Retention Manager Resume Examples & Samples

  • Develop innovative and cost effective strategic plans to meet specific national and multinational client and BCD objectives
  • Act as internal consultant with applicable teams, ensuring thorough assessment of each account
  • Providing insight and support in client retention and bid avoidance
  • Understand internal landscape noting accounts identified for retention planning and strategic analysis
  • Collaborate and communicate with business owners, sales teams and BCD Travel account owners to create client retention and expansion plans
  • Analyze and interpret large volumes of data to make sustainable strategic recommendations to key stakeholders
  • Apply an understanding of the market and the company to achieve client needs
10

Usage & Retention Manager Resume Examples & Samples

  • High Integrity and good communication and presentation skill
  • University graduate with min. 2 years working experience. MBA is preferred
  • Proficient in reading, writing and speaking mandarin and English is a must
11

Retention Manager Resume Examples & Samples

  • Master’s Degree preferred OR appropriate combination of experience and education
  • Minimum of 3 years in previous Higher Education Administration or Student Services work experience highly desired
  • Minimum of 3 years’ experience in people management
  • Ability to work effectively across teams
  • Work effectively in a very fast paced changing environment
  • Strong analytical skills, with a track record of developing actionable recommendations from quantitative data
  • Great attention to detail, excellent organizational & project management skills
  • The ability to multi-task, and work well under pressure with tight timelines
12

Inside Retention Manager Resume Examples & Samples

  • Develops a professional sales culture. Serves as a role model for the sales team in all aspects of the business. Balances the urgency of meeting budget goals with focus on team success
  • Hires and builds a sales team that has the ability and resources to achieve sales and retention goals
  • Coaches, develops and manages the performance of the inside sales and/or retention sales staff to ensure they have the capabilities required to meet targets for revenue growth, service, productivity, quality and optimization of customer satisfaction within assigned area. Ensures that each sales representative is using the IMPACT Sales approach and uncovering the needs of each customer to ensure the Cox Vision and Trusted Provider focus
  • Serves as a subject matter expert or advisor on selected customer sales and handles issues escalated by team members
  • Collaborates with CB Marketing Manager to assure that effective planning and coordination between CB Sales and the overall marketing objectives of Cox is maintained
  • Facilitates segment-specific strategic planning to maximize market share and revenue and maximize the potential of team’s account lists. Assigns accounts to appropriate sales channels, and within outside sales, assigns account representatives with consideration to share growth, cost of sale, and client potential
  • Sets sales goals (quotas plus key sales objectives for inbound and outbound sales) and other defined sales metrics for inside sales representatives, based on corporate/regional sales goals for assigned market
  • Develops appropriate territory structures for geographical and/or vertical markets
  • Develops account forecasts and manages Sales team to achieve maximum revenue while maintaining profitability
  • Communicates customer concerns, sales opportunities, implementations, and related issues within the sales team, across the local system, and across systems. Recommends and coordinates implementation of solutions with various Cox organizations
  • Leads sales team meetings to coordinate sales efforts and communicate changes in direction, products, policies, expectations, processes, and standards
  • Works with the Manager of Outside Sales to ensure customer leads received from their direct reports are passed to Inside Sales Representatives as appropriate
  • Coordinates and maintains effective working relationships with other Cox Business and Cox Communications departments to ensure high quality customer service
  • Reviews and approves sales presentations, ROI assessments, commission reports, and other reports developed by Inside Sales Representatives within his/her approval authority
  • Prepares regular expense reports and controls expenses while meeting or exceeding corporate revenue goals and maximizing product margin
  • Ensures that direct deports update all required customer information in a timely fashion
  • Attends job-related training and informally remains current on technical information regarding Cox’s telephony, data, and video products and offerings, and sales through completion of required/recommended training program
13

Adoption & Retention Manager Resume Examples & Samples

  • To liaise closely with accounts, sales and customer services departments
  • To supply product information
  • May assist with regular forecasts of product requirements and stock levels
  • May furnish price and delivery quotations
  • May support the delivery of relationship programmes aimed at improving customer satisfaction, work at risk to ensure that billing and charging goes ahead, and monitor the integrity of prospect and opportunity data and the correlation of information
  • Business administration, finance or general business knowledge
14

CT Install Base & Socket Retention Manager Resume Examples & Samples

  • Responsible for Prioritizing the Install Base with inputs from Sales and Marketing
  • Collaborate with Product Marketing to create the right bouquet of offerings based on the Prioritization model
  • Create targeted Internal and External Marketing Collaterals/ messaging for IB program
  • Collaborate with Campaign Management to design targeted campaigns to develop better quality leads for sales
  • Create / Improvise Customer Loyalty Programs to be deployed in the field
  • Setup tracking mechanisms to manage progress and measure success (Sales Force, Management Reporting)
  • Collaborate and own execution plans with Zone / Region teams
  • Develop Business case in case of new Loyalty programs to be launched
15

Senior Retention Manager, Marketing Italy Resume Examples & Samples

  • Develop and monitor a customer loyalty strategies that leverages all customer touch-points
  • Analyze performance of customer segments and expand customer targeting to optimize effectiveness of retention campaigns and communications
  • Own all communication with our members across all platforms and devices (i.e. you identify and implement customer communication programs to drive engagement, maximize lifetime value, and improve member retention)
  • Oversee performance metrics related to retention and retention campaigns. You report results and learnings to the management team and provide recommendations based on program effectiveness
  • Partner with the Business Analyst to track campaign metrics and report out on results, with recommendations for improvement
  • Work with your international counterparts to share best practices and analytics
  • Being fond or having experience of the Italian media landscape is a plus
  • Ideally, you are comfortable working with international teams located in different countries
16

Partner Loyalty & Retention Manager Resume Examples & Samples

  • Lead, coach and manage the team of partner (driver) loyalty and retention
  • Manage and be accountable for partner loyalty and retention team budget and ensure the team spending is within given budget
  • Act as moderator head of GrabBike partner community
  • Analyze partner and user metrics to properly allocate supply and ensure timely and high-quality booking and service experiences
  • Ensure partners on the platform are high-quality-service partners through partner auditing, training and banning, etc
  • Design, develop and execute partner incentive program and loyalty program, rewards and awards to increase partner productivity and retain good partners
  • Manage partner productivity and development, identify and tackle problem areas for partners, and negotiate with businesses for partners perks to improve partner stickiness
  • Initiate, plan and execute driver engagement events and activities including lunch/snacks/coffee treat, sport day, year-end party, CSR activities, etc
  • Manage all partner communication channels and make sure all our partners are aware of company direction, news and updated information
  • Regularly conduct partner interview, focused group, partner survey to gather partner feedback to improve the business and service quality
  • Bachelor degree or higher in any fields
  • Very strong analytical skills and data-driven; familiar with analyzing and making decision based on numbers
  • Demonstrated excellent leadership skills with 3-5 years of proven track record of team lead
  • Prior experience in marketing, branding and communication is a plus
  • Proficient in using Microsoft Excel
  • Basic Microsoft office skills are required
  • Great speaking and writing English proficiency
  • Take ownership, with great organizational skills and well follow through on tasks
  • Enthusiastic, can-do attitude. Willing to be flexible and get the hands dirty to get the job done
  • Team-working skills. Have ability to work cross-functionally and interact with internal and external partners
  • Fast learner and be comfortable working in a fast-changing startup environment
17

Customer Retention Manager Resume Examples & Samples

  • Manage end to end the customer management workflow
  • Investigate and solve complex issues that can occur across a number of areas including video and streaming, billing across both web and app products
  • Develop a detailed understanding of the systems and suppliers to enable fast and efficient issue identification
  • Clearly communicate and raise problems rapidly as they arise to a number of key stakeholders across all departments
  • Work closely with the CRM and product managers to ensure customer cases are identified and flagged and responded too
  • Manage weekly customer service status meetings with relevant suppliers
  • Be responsible for the management and performance of the customer care team
  • Manage and triage all customer enquires via social media, App reviews and comments
  • Monitor and measure the customer care teams output in order to drive improvements
  • Provide the senior team with regular status reports
  • Maintain, update and create FAQ documentation
  • Manage and develop customer response templates
  • Must have previous experience using Salesforce Service Cloud, and Knowledge base
  • Have a proactive customer approach to case investigation
  • Able to detect trends in customer behavior by using qualitative and quantitative data sources
  • Ability to navigate technical implementations and identify and clearly define complex problems to product, marketing and customer service teams
  • Experience of working in a fast paced digital team/business
  • Previous SVOD or subscription business is highly desired
18

Customer Retention Manager Resume Examples & Samples

  • Work closely with field & renewal sales teams on positioning and driving the value of Premier Support
  • Liaise between field sales & renewals sales teams on ELAs and transaction renewals for Premier Support
  • Partner with GSS Service Delivery on renewal activity
  • Establish a professional and consultative working relationship with account teams by developing a deep understanding of Premier Support offerings and the needs of the customer
  • Pipeline Management: Forecasting and account opportunity detail
  • Establish, maintain and mature relationships with members of VMware’s Premier Support Delivery, Product Management, Engineering, Sales and Marketing as a liaison of the Premier Support business development team
  • Utilize available resources to learn and promote the Premier Support Services story and key value propositions
  • Partner with renewals sales team on up sell / cross sell opportunities
  • Work on special projects as assigned
  • Facilitate current Premier Support customer meetings to drive program satisfaction, customer feedback, and promote retention
  • Represent Premier Support Services at conferences, networking events and customer meetings
  • Comfortable with ambiguity and interested in bringing clarity to new situations
  • Professional, ambitious, determined & results oriented mind set
  • Positive attitude, team oriented, self-starter who can work alone and in a collaborative manner
  • Comfortable working across all levels of the company and can influence senior leaders
  • 80790BR
19

Retention Manager Resume Examples & Samples

  • Minimum 1 year process improvement experience
  • At least 3 years of experience leading and motivating cross-functional teams
  • 6-8 years previous experience
  • Proficient in using data to drive insights and actions or in developing hypotheses for testing
  • Confident and competent in effectively driving projects from inception to execution
  • Excellent written and verbal communication skills; comfortable presenting to senior management
  • Organized and persistent
20

Platform Customer Retention Manager Resume Examples & Samples

  • Set up Customer Retention Technology & Manage Leads by store
  • Responsible for training BDC staff and sales teams
  • Develop accountable, continuous improvement plans for assigned store(s), by observations and conducting meetings with the General Manager, this will keep all team members actively thinking about our Customers for Life focus
  • Gather accurate customer information to create a database for continual follow-up and retention
  • Build and maintain knowledge of product information, current sales pricing, and dealership and manufacturer events and promotions
  • Utilize computer skills within the department to increase appointments, sales and customer retention
  • Utilize phone skills to follow up with customers about their DCH/Lithia experience, resolve any issues or concerns that they may have encountered and send any major issues to the General Manager for further review
  • Utilize phone skills to set solid appointments with daily customer call-ins, lists of sold and unsold floor traffic, previous DCH/Lithia customers, referrals, conquests, other generic leads and service and parts customers
  • Shorten customer buying cycle
  • Decrease margin compression with increased sales volume, with high per deal profitability
  • Increase loyalty
  • Increase CSI/SSI
  • Achieve at or above 100% of region with sales and service satisfaction scores
  • Set a daily prescribed number of sales appointments
  • Increase used car inventory, with returning customers trade-ins
  • Maintain an appointment shown ratio of 50% or greater
  • Increase quality opportunities for sales staff, increasing job satisfaction and employee retention
  • Presentation skills - ability to present information in a clear and professional manner
  • Teaching – ability to teach others how and why to perform their job
  • Time Management – manage one’s own time
  • Typing – ability to type efficiently
  • Mathematics – using mathematics to solve problems
  • Basic computer skills
  • Physical Demands: Standing, walking over 2/3 of the time, sitting to 2/3 of time, kneeling/crouching to 1/3 of time, reaching with hands and arms to 2/3 of time, talking or hearing over 2/3 of time, move, transport or place up to 1/3 of time up to 25 pounds
  • Working Conditions: Moderate noise, indoor office environment, and considerable use of telephone, computer and other office equipment
21

Customer Retention Manager Resume Examples & Samples

  • Retains users, moving them down the funnel, converting lapsed users into active users and creating stickiness with the user experience
  • Oversees all campaign strategy, agency relationship and technical execution for retention marketing
  • Leads on- and off-platform communication with the Verizon Digital Entertainment customer base, including push notifications, email outreach, in-app placements, product-development opportunities and more
  • Leads alignment of retention tactics within omni-channel marketing campaigns, ensuring a coordinated plan across all touchpoints
  • Manages pricing and upsell strategies
  • Partners with marketing analytics team to create reengagement propensity models that segment audiences and optimize targeting and tactics
  • Innovates new ways to reach users and new programs to drive retention
  • Collaborates with content programming team to drive viewers to other relevant content within the platform
  • Partners with Verizon Wireless to drive activations of devices preloaded with the go90 app
  • Activates Verizon Digital Entertainment user base, driving product evangelism by top users
22

Customer Retention Manager Resume Examples & Samples

  • Mastery of sales process and ability to "desk a deal". Knowledge of customer retention options. Build solid relationships with Field reps and Dealership Service personnel. Work hand-in-hand with Customer Advocacy to recognize potential customer dissatisfaction early in the ownership process through dealership contact, customer contact, legal, or early warning system. Knowledge of options to resolve. Ability to develop seamless strategies to keep customers in the brand while helping to maintain the dealer/customer relationship. Recognize industry trends of like brands for customer retention and apply internally. Ability to communicate all of the above to Customer Advocacy Team
  • Work with Field Team to organize and coordinate all customer retention situations. Possess familiarity of state regulations. Maintain contact with legal dept to ensure that we are in compliance with appropriate state regulations. Manage distribution of all required documentation, releases, disclosures, deal jackets in a timely fashion from issue through to completion, proper filing of documentation and vehicle logistics
  • Work with MBF, remarketing, management and Buyback vendor to make sure resources are properly allocated including MSO's, titles, bills of sale, disclosures, market support. Oversee auction process by working with Mercedes-Benz Financial, internal groups and Buyback vendor. Provide needed support to all previous mentioned for effective sale of MB units
  • Maintain and encourage open communication with the Customer Advocacy Group. Understand every facet of Customer Advocacy business and manage cases from start to finish in addition to cases focused on buyback or goodwill
  • Responsible to audit claims to verify accuracy and compliance. Establish tracking and reporting methods for internal use and distribution to Field team. Work with Warranty Services Group (WSG) on systems to track vehicle days down as per Unger case. Establish tracking and reporting for customer for customer satisfaction. Compile reporting for internal and external audiences. Work with Finance, Legal, MBF, Engineering, WSG, Field, dealerships, CCMs etc to establish clear and open communication channels for every facet of the Customer Retention process
  • Oversee buyback vendor to ensure timely and accurate processing of all claims. Handle all DMV and legal bond issues including renewals and cancellations to make sure we have proper bonds in place when required and bonds no longer needed are terminated
  • Automotive-Retail: Knowledge of retail processes and procedures, with emphasis in New and Pre-owned sales, accessories, service and parts
  • Automotive – Technical: Knowledge of automotive technical information systems and repair/diagnostic procedures
  • Business – General: Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization
  • Business Management: Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, human resource management and efficiency and process methods
  • Government: Knowledge of laws, legal codes, precedents, government regulations, executive orders, agency rules, as it relates to the automotive industry
  • Vendor Management: Knowledge of Agency/Vendor management and budget management
23

Client Satisfaction & Retention Manager Resume Examples & Samples

  • Manage all aspects of retention from the onboarding stage through the life cycle of the customer
  • Train/coaching and motivate high performing team members to achieve their maximum potential
  • KPI tracking/data analysis/reporting
  • Identify and execute retention strategies. Work cross-functionally with sales, marketing, product management and support team to execute on targeted retention strategies
  • Identify opportunities for adding greater value to each and every client customer
  • Identify and implement improvements to processes, documents, tools, reports, etc. to continually improve efficiencies
  • Ensure alignment with sales strategy and sales teams with the ultimate result being best in class customer experience
  • Identify and execute business strategies that contribute to the success of the key metrics of the position – retention, increased utilization/adoption of our decision support solution
  • Enforce contract compliance
  • Be the point of escalation for customers and salespeople to ensure customer satisfaction
  • Min 5-7 Years Sales Management experience required. 3 Years Customer Relations or Customer Service
  • Strong verbal and written communication skills a must
  • Proficient in Microsoft Office - Word, Excel and PowerPoint
  • Business plan and strategy roadmap creation
  • Excellent organizational skills and disciplined use of sales/customer management systems required
  • Strong Interpersonal Skills– must be able to interact and communicate effectively with all levels within the company
  • Basic knowledge of Accounting
24

Retention Manager Resume Examples & Samples

  • Support the Director of Subscriber Acquisition and Retention with key functional responsibility for developing and managing subscriber retention initiatives
  • Support the development of strategic marketing plans to drive subscription activations, upsells, renewals, and stop saves with a focus on the messaging that drives retention, positive sentiment, and advocacy
  • Coordinate with data analysis team to measure effectiveness of plans and to gain insight to test new hypotheses for retention efforts and segmentation
  • Drive subscriber retention through effective planning, marketing program development, and execution
  • Evaluate and reviews customer performance and makes recommendations on pathways to improvement
  • Manages long-and short-term customer development and retention plans to increase revenue
  • Link newsroom and product efforts to our customer engagement efforts
  • Create a system for channeling upcoming journalistic efforts to be communicated to our internal groups and to our customers
  • Track and regularly communicate on these efforts to the audience development team and senior management
  • Associates or Bachelor degree preferred
  • 5+ years of sales, marketing and/or retention marketing experience
  • Demonstrated ability to work in creative and analytical environments
  • Data-driven mindset, leadership and problem-solving skills, using creativity and innovation
  • Prioritization, strategy, and consumer experience
  • Ability to manage projects cross-functionally and build deep relationships
25

Client Retention Manager Resume Examples & Samples

  • Oversee the daily sales efforts of the Client Retention Team
  • Assist in the hiring and training of Client Retention Team
  • Recognize and develop additional sales opportunities with existing dealer base
  • Manage the work-flow and processes associated with Client Retention Team
  • Utilization/Inactive calls
  • Credit & Contract Pending calls
  • Pre-Termination calls(Dealer Request, Dead File)
  • Large Competitor flips
  • Competitor Payoffs
  • Provide frequent feedback to the Director of Business Development on employee and team performance
  • Exhibit an “In- The- Trenches” Management Style – Lead by example by making Client Retention Calls
  • Work as a team with Nextgear Field Sales to maximize growth opportunities
  • Maintain expert level knowledge of Salesforce and additional technology platforms
  • Assist in providing ongoing Salesforce Operational support and training to BDC and Field Sales Teams
  • Display proficiency in Microsoft Excel, Word, Outlook
  • Contribute to creative strategies of the BDC to drive results while maintaining efficient processes and operational integrity
  • Responsible for monitoring, tracking, and reporting of Client Retention Specialist activity and performance
  • High School Diploma (College Diploma preferred)
  • 2+ years of successful inside sales or sales experience preferred
  • 1+ years of successful management experience in a sales/customer service environment
  • Automotive, financial services industry knowledge or experience equivalent
  • Supervisory Responsibilities: Employee selection, training, and development for existing and future employees, provide performance reviews, goal setting, scheduling, ability to handle escalation situations with customers and employees, various other managerial duties. Mentoring and guiding staff to desired results, such as quality, quantity, and intangible items that lead to the customer experience
26

Client Retention Manager Resume Examples & Samples

  • Consultant and Business Partner: Functions as a consultant and business partner to HR Service Teams and Senior Regional and leadership
  • Responsible for driving client retention numbers up and delivering message to clients and associates regarding the value proposition, creating and executing an account strategy that will help develop a value-based relationship with each client
  • Sets and manages client expectations and activity, including identifying and developing additional service opportunities and coordinating delivery of ADP TotalSource services
  • Works with Client Service and consults with clients to evaluate worksite needs in regards to HR services
  • Proactively assists in developing and monitoring HR Service Plans which will directly impact the Human Resources effectiveness of client companies
  • Understands and stays up-to-date on the client's business situation, strategy and HR needs
  • Works with clients as a partner by keeping clients short and long-term HR goals in mind
  • Actively and consistently communicates with clients and schedules on-site client visits to ensure appropriate utilization of ADP TotalSource HR services
  • As necessary, acts as escalation point person for client billing and pricing questions
  • Communication: Provides continuous inter and intra departmental communications to enhance the region's effectiveness in dealing with critical client issues
  • Works with the Retention Executive in the region to develop and implement best practices and on business service challenges, product quality and solutions to enhance service delivery
  • Participates on task force or project teams that focus on strengthening client relationships
  • Designs and executes improvements for process and procedures so that established goals are met
  • Revenue Generation: Is responsible for the needs analysis and presentation of new and optional products and services to the client base which can help the Region reach it's revenue goals and further add to the overall value proposition and client satisfaction of the base
  • These products and services are: Recruiting Services, TLM, Performance Management etc
  • Participates in the large account due diligence process to help bring on quality large clients at profitable pricing levels
  • Financial Analysis: Conducts financial analyses of client contracts and provides client with perspective on the value of services provided
  • Provides client and HRBP/CRE with overall financial analysis and breakdown
  • Works with RE/FE on potential concessions only when absolutely necessary
  • Minimum 5-10 experience in sales or sales management role in a fast-paced service environment
  • Degree in Business Administration (or equivalent in education or experience). MBA or advance degree preferred
  • Progressive management experience in consulting or large corporate environment
  • Experience or familiarity in the PEO, Payroll or HR Outsourcing industries a must
  • Within years of experience, must possess at least 5 years of successful leadership experience
  • Must have experience with multiple larger complex clients and dealing with a broad range of HR-related areas at senior levels of organizations
  • Must possess integrity, ambition, and be results-oriented
  • Has a strong understanding of PEO concept, issues and operations and advanced client relationship management experience
  • Is able to manage multiple priorities and deliver high-caliber results
  • Demonstrated ability to lead others through tough situations
  • Must possess strong financial and business acumen and savvy
  • Understands and is able to explain client pricing and profitability
  • Responds to internal and external requests for financial, client service, and other reporting requirements
  • Assists RE in ongoing management of resources to ensure accomplishment of profitability and business goals defined in the business plan
  • Assist in capital planning and expenditures consistent with TotalSource authorization levels
  • Ability to understand complex problem situations and effectively resolve
  • Must possess an "executive" presence and skills to build strong, working relationships from front-line people to Senior Executives across business units and with clients
  • Must possess thorough knowledge and appreciation of quality and execution with a focus on a team-based approaching using collaboration
  • Ability to work under pressure with tight time frames
  • Excellent verbal and written communication skills, including presentation skills
  • Knowledge of Microsoft Office (i.e., Word, Excel, PowerPoint, Access, etc.) required
27

Customer Retention Manager / Account Manager Resume Examples & Samples

  • Excellent word processing and spreadsheet skills
  • Ability to anticipate customers’ needs and match them with appropriate products and services
  • Willing to travel up to 50%
  • Must consent to and successfully clear all required pre-employment screenings (background and substance abuse)
28

Customer Retention Manager Resume Examples & Samples

  • Bachelor’s degree required or 2+ years of experience in large account management OR significant experience in the commercial vehicle travel industry
  • Advanced problem resolution skills and communication abilities
  • Comfort with working under pressure in a fast-paced environment
  • Must be currently eligible to work in the US for any employer without sponsorship
29

Senior Retention Manager Resume Examples & Samples

  • Develop and manage the FT’s Retention Strategy to minimise cancellations and drive increased revenue per user across the subscriber base
  • Analyse print and digital retention activity, reporting on effectiveness. Analyse customer behaviour patterns to identifying gaps and opportunities and areas for concern
  • Lead the optimisation of existing programmes as well as driving forward the development and implementation of new initiatives
  • Integrate a test and learn approach to the Retention team’s activity to drive a clear understanding of the levers of Retention across the business
  • Drive effective marketing throughout the customer lifecycle, working with Acquisition to identify high quality audiences, and with CRM to drive customer engagement and inform the implementation of engagement tactics for at-risk segments
  • Develop appropriate segmentation and communication strategies alongside the Data team in order to deliver personalised, relevant and persuasive marketing collateral
  • Ensure effective reporting is leveraged across the team. Work with the data team, Marketing ops and dashboard reporting teams to develop an accurate view of the state of play
  • Collaborate with other departments to bring more awareness to the importance of Retention and to implement effective measures to reduce churn and increase revenue
  • Set, manage and reconcile budgets on ongoing basis
  • Manage suppliers effectively, challenging them to deliver to a high standard and provide value
  • Lead and inspire the Retention team in New York and London, ensuring team members have opportunities to learn and develop
  • Excellent communication and interpersonal skills, able to influence senior stakeholders and peers alike
  • Data driven, with demonstrable experience in devising, evaluating and optimising customer contact strategies
  • 5+ years experience in customer relationship, retention or loyalty marketing
  • Commercially focused with a strong business acumen, and a proven track record of delivering commercial gains
  • Self-starter, willing to take on challenges to improve the status quo
  • Biased toward action, great collaborator and master disambiguator/simplifier - constantly pushing to deliver new initiatives
  • Proven leadership skills with experience of managing, inspiring & developing a global team
30

Demand & Retention Manager Resume Examples & Samples

  • Work with the Demand & Retention SMT, Regional heads and local managers to build Retention & Acquisition programs across email and online channels for the PAN EMEA Consumer business
  • Ensures that we always are closely aligned to the global strategy
  • Responsible for all retention initiatives across products. Ensuring that there are programs in place that focuses on Active Use, Retention, Cancellation intervention, Lapsers & Winbacks
  • Work closely with Design Studio to produce high quality best practice emails
  • Ensure that MCI (Data Team) are fully involved when building large strategies
  • Identifies, utilizes and supports cross channel strategy, such as mobile, email, online, in app etc
  • Ensure we are leveraging all the great content and assets being developed at corporate making sure that regional requirements are taken into consideration early in the planning process to ensure campaigns are as successful as possible
  • Develop and manage European demand marketing programmes, primarily focused on Digital Media solutions for the Consumer Market
  • Work closely with the localisation team to ensure all relevant content and assets are translated to a high standard in multiple languages and adapted to local markets
  • Ownership of the communication strategy for Digital Media
  • SFDC (Salesforce) management, campaign setups and lead loading and is experienced in working with sales teams
  • Lead Email campaign management via Adobe Campaign
  • Ensure that all tracking and tagging management is deployed
  • Suggest and lead in innovative marketing test plans to ensure that they are constantly validating and testing marketing strategies
  • Delivering post campaign analysis that demonstrates campaign ROI and includes recommendations for future improvements and testing
  • Manage and communicate major campaigns into the overall Marketing calendar
  • Work closely with EMEA segment marketing lead to refine and improve programme messaging
  • Organise monthly training meetings with the Account Development (ADM) team
  • Bachelor’s or honours degree (essential). Business or marketing specialism (preferred)
  • Needs to be data driven, and able to work with the Database Team, making recommendations on campaign selections and targeting to maximise campaign ROI and ensure campaigns deliver to their objectives
  • Solid experience managing agencies and suppliers
  • Deep email campaign management, optimisation and multi-language nurture programme experience
  • HTML coding skills and is able to create Landing pages
  • Consumer campaign creation experience - B2C experience would be required
  • Proven ability to engage with stakeholders across different regions and business segments
  • Excellent communications skills and the ability to interact will all levels of management
  • Experience with Adobe Campaign, Salesforce.com, SiteCatalyst, Content Management and B2B Email Marketing Programme Software a significant benefit
  • Technical skills combined with an analytical and proactive approach highly beneficial
  • Solid project management experience
  • Be analytically minded and able to report KPI’s and insights, Advanced Excel skills essential, SQL a plus
  • Attention to detail with ability to stick to deadlines and work within budget
  • Language skills a significant bonus, French and/or German in particular
  • Works efficiently both independently and in a team setting
  • Proactively identifies areas of importance and makes prioritisation decisions to make effective use of time and resources
  • Great multi-tasking skills
  • Has experience and understanding of online interaction marketing products, and is well versed in ecommerce marketing, test & optimisation & funnel management
31

Retention Manager Resume Examples & Samples

  • Continually analyze program data to understand what is positively or negatively impacting student retention
  • Work with Partnership Director to use data to drive positive change at the Academic Partner
  • Work to understand what motivates each academic partner with a goal of tailoring messages to align
  • Partner with Coaching Services to meet or exceed student retention program metrics each term
  • Prepare and present material at internal and external meetings, both in person and virtually
  • Ensure the Academic Partner sees the value of Student Services and the complexity of the support that is required to maintain an online program
  • Complete all non-student facing program responsibilities in a timely fashion to ensure Coaching Services are able to effectively support students
  • Prepare for and attend on site strategy meetings with the Academic Partner
  • Reconcile student enrollment numbers in a timely fashion and complete the required forms
  • Confer with faculty, program directors, campus counselors and administrators to help resolve students' academic and administrative problems
  • Launch new programs as needed, ensuring they align with Student Services best practices
  • Follow all process and timeline expectations for data entry and data management in the student database
  • Partner with Coaching services to ensure accurate annual budgeting
  • Work with Coaching Services to ensure accurate biweekly forecasting is maintained
  • Work with the internal team to identify opportunities to improve on student experience and outcomes
  • Serve as a consultant to our partners, look to understand the root cause of issues so the right solution can be implements
  • Identify areas where the scope of service may exceed our norm and work with Associate Director to determine how to proceed
32

Client Retention Manager Resume Examples & Samples

  • Consistently meet and exceed goals relating to customer outreach, accurately logging notes from customer conversations, and generating new business opportunities in the form of appointments for lease evaluations
  • Generate a pipeline of prospect customers based on months remaining and customer feedback
  • Properly update all digital records relating to vehicle ownership status and customer contact info
  • Provide an outcome for every leased vehicle at or before contract end date
  • Learn the correct presentation of product knowledge and financial information
  • Partner with the sales team and managers to ensure smooth customer handoff and follow up if support is needed
  • Build and maintain knowledge of product information, dealership/department processes, and keep current with certifications and licenses
33

Customer Retention Manager Resume Examples & Samples

  • BA or BS in Marketing or related field; MBA preferred
  • 7+ years marketing experience, including retention marketing in B2C direct marketing within a services or subscription based business
  • Customer retention manager and/or loyalty program experience required
  • Ability to work in new, fast-paced environments
  • Expert understanding of lifecycle marketing
  • Expert knowledge of advertising/direct marketing/research vendor practices and procedures
  • Well-developed understanding of the industry, offering categories and HP offerings/strategy
  • Strong project and budget management skills
  • Excellent written/oral communications
  • Ability to build, manage and influence virtual teams
  • Strong influencing and consensus-building skills
  • Conflict resolution skills
34

Retention Manager Resume Examples & Samples

  • Manage a team of Retention Representatives as they contact individuals who need to re - certify in order to maintain their benefits and deliver the highest level of professional marketing and customer service standards with potential members successfully re - certifying members in a consistent manner that meets and exceeds the minimum performance standards as defined in the Retention Representative Performance Management Plan. Utilizing outbound phone calls, written correspondence, email, SMS texting notification, etc. to advise families about re - certification requirements and time frames and premium billing deadlines to facilitate these processes for our customers
  • Works with field Supervisor, Manager, Outreach Staff and Provider Advocates to manage all lines of business (MA, CHP, EP) to maximize retention potential by 1.) Following the pre - approved retention strategy to increase monthly membership retention rate. 2.) Attending company supported outreach events and partnership meetings to explore collaborations that will assist retention strategies. 3.) Creating additional strategies designed to increase enrollment growth. 4.) Identify new methodologies for tracking and reporting the department’s overall performance. Consistently submit applications across all product lines (where applicable) within an acceptable rejection rate level that meets and exceeds the minimum performance standard as defined in the Retention Representatives Performance Management Plan. At Management’s discretion, assist the Marketing Department in day - to - day operations. Assist with walk - in customers as needed
  • Enroll new members, educate clients on how to use the plan and maintain contact with applicants to insure accurate completion of all applications with required documentation as well as follow through on the established procedures for the timely and efficient submission of these applications. Foster good communications and maintain tracking mechanisms related to current workflow management
  • Represent UHC at various marketing sites, community events and during customer home visits as directed by Marketing Management. At management’s discretion, assist the Marketing Department in day - to - day operations
  • Manage escalation calls from the Leads team to preliminarily screen potential members for UHC products and follow through to enrollment by setting up appointments for those who appear to qualify. Coordinate resolution from the Lead Team, Enrollment Department, and Customer Service and Marketing staff
35

Loyalty & Retention Manager Resume Examples & Samples

  • Must have a minimum of 5 years of experience in Marketing with at least 2 years focused on Loyalty Rewards Programs
  • Bachelor’s degree in a related field required
  • Proven track record of program management of technology projects, strategy development, operations, and business planning
  • Proven track-record working with various, cross-functional, internal and external groups to deliver meaningful results on time and on budget with limited direction
  • Strong analytical skills, including strong data and financial analysis skills
  • Strong project management and communications skills
  • Ability to deal with ambiguity and change within a fast paced environment
  • Advanced level knowledge of Microsoft Excel and PowerPoint presentation creation
36

Customer Retention Manager Resume Examples & Samples

  • High school degree or equivalent business qualifications
  • Minimum four years Expeditors / industry experience
  • Ability to create/write and articulate client business plans and presentations
  • Management skills to organize and coach a team
  • Demonstrated customer service skills and proven interpersonal skills
  • Knowledge of required Expeditors operating systems as well as MS Excel, Visio, Blueprint
  • Inquisitive and exploratory mind-set
  • Fluent in English and Romanian
37

Retention Manager Resume Examples & Samples

  • Global customer retention and ARPU growth of customer base across all consumer products
  • Work alongside the Customer Experience team to ensure we provide first class customer journeys that prevent churn, both in our customer service environment and in our products
  • Develop and drive a strong collaborative relationship with Customer Experience to develop and embed a customer life-cycle management approach to retention. Build customer management and reporting capabilities around the life-cycle that enable execution, assessment and optimization of the approach. Ensure that there is continuity in treatment and tone for customers throughout this cycle
  • Develop and drive a strong collaborative relationship with Marketing teams to understand Dow Jones’ propositions for loyalty and brand extensions are best managed to drive revenue and increase engagement, thereby reducing churn
  • Lead development of business insight and data to build a world class churn prevention strategy in order to achieve our corporate goals. Design and direct implementation of a dashboard that can be used by sales, marketing, customer experience and tech to understand churn each week
  • Ensure that churn is a focus across the company by making sure it is well represented in the customer knowledge program
  • Collaborate with the Optimization Director to continuously test and optimize the customer experience in the renewal series
  • Define and lead the strategy for renewals and the saves team
  • Help to develop pricing strategy and size its impact on churn
  • Manage relationships with WSJ+ team to maximize customer retention
  • Manage churn management plans for subscription customers. Allocate budget and effort across these categories based on strategic priorities and value to WSJ
  • Strive to understand our customers and put them at the heart of what we do
  • Continually provide fresh ideas around improvements based on prevention/retention/saves trends
  • Influence other parts of the business where their contribution directly impacts Net Growth
  • Build the capability and capacity of individuals and team through constructive feedback, and challenge to enable team effectiveness and to drive business performance
38

Customer Retention Manager Resume Examples & Samples

  • Collaborate with Renewal Representatives, Customer Success Managers, and Field Sales Reps to gather information and evaluate customer's satisfaction with TIBCO's products and services
  • Coordinate cross-functional efforts to track resolution of the key customer issues as managed by theCustomer Success teams
  • Work with the business analysts to ensure that the Customer Health Dashboard is complete and up to date
  • Work with a wide range of internal business partners to help them understand how to interpret theCustomer Health data including Sales, Marketing, Customer Support, Product, Finance and IT
  • Participate in programs to improve operational efficiency, consistency, and compliance in support of the organization’s business objectives
  • Support Sales and Renewals sales efforts as required either by sharing product knowledge or finding the right expertise across TIBCO to support customer engagements
  • 8-10 years prior business experience preferably with Customer Success, Sales or Renewals organization within enterprise software and SaaS industry or similar experience
  • Ability to work independently with a high degree of accountability
  • Strong analytic and critical thinking skills
  • Strong project coordination skills
  • Passion for customer success and expansion
  • Proficient utilizing Excel spreadsheets to collect, organize and display data
  • Diligent and highly organized with strong attention to detail
  • Flexible, adaptable and proactive, able to work well within a fast-paced and demanding environment
  • Good relationship building skills both within your immediate team, the wider organization
  • Strong spoken and written communication skills required
  • B.A. or B.S. at a minimum
39

Gcg-portfolio Retention Manager Resume Examples & Samples

  • Strong program execution ability with a customer-centric mindset
  • Demonstrated project leadership experience
  • Ability to work collaboratively with stakeholder groups
  • Good financial sense
  • Meticulous and able to piece various moving parts in complex processes
40

Fees & Retention Manager Resume Examples & Samples

  • Drive Retention strategy to deliver plan targets on Customer Attrition to achieve Net Customer Growth
  • Deliver Annual Fees and Risk Based Fees to plan
  • Strategize and execute on Retention and Fee activities to maximize profitability and retention of the Cards customer base eg. Proactive retention actions, Reactive Retention via Call Center
  • Optimize decisions on Retention and Fees to sharpen the business in current market conditions
  • Work with internal departments e.g. risk management, decision management, finance and sales to ensure marketing & test programs are properly executed in a timely manner with the approved strategies, policies, and marketing budgets
  • Provide clear direction and communication to the advertising agency in devising, producing and execution of A&M work
  • Monitor and analyze performance marketing programs (monthly & quarterly dashboards ) and to ensure results are on track, and if not, to identify problems/issues and rectify them
  • Ensure compliance in all internal and external dealings with customers, partners and regulators
41

Student Experience & Retention Manager Resume Examples & Samples

  • While supporting the student experience in the schools, exhibits professionalism and high academic standards for students, as well as high expectations for the individuals supporting student engagement and retention
  • Develops plans and policies for the educational programs, in collaboration with heads of school and other school personnel, and submits them to the Senior Director of Academic Operations for approval; ensures retention programs and strategies are carried out appropriately
  • Coordinates with all academic and operationally focused departments to share information, gather feedback, and ensure that retention-focused initiatives are fully understood and integrated throughout the business unit
  • Works in conjunction with Account Managers and B2B leadership to ensure there is connection between retention initiatives for partner schools and B2C enrollments, and common goals and metrics are established
  • Recommends a framework for measuring effectiveness of retention-focused programs that incorporates interim measures of effectiveness so changes can be made in-year as needed to meet annual goals
  • Reviews and understands related compliance implications with licensure and accreditation in the development of all new initiatives, programs, and retention strategies
  • Communicates effectively with Heads of School and with their direct reports in the implementation and evaluation of program effectiveness as it relates to retention and satisfaction
  • Supports a program differentiation through the effective development and implementation of retention programs that fit within each approved school model
  • Seeks out opportunities to incorporate a retention focus in all private schools and programs
  • Makes recommendations for orientation and Strong Start program improvement, focused on data and outcomes
  • Shared responsibility, with each Head of School, for achievement of engagement, retention and customer satisfaction scorecard goals
  • Responsible for supporting the achievement of excellent customer satisfaction through the provision of services, the perceived value for the cost of tuition, and other key customer service targets as measured in the annual Customer Satisfaction Survey and other surveys
  • Supports the development of new schools and programs, understanding the expected goals and outcomes, and recommending programming and support to achieve the program goals
  • Innovates programs and strategies to achieve business unit goals, and supports efficient implementation of approved programs that maximizes program impact while positively impacting the student experience
  • Engages with the Academic Leadership Team to complete all assignments as requested that support overall business unit and school success
  • Three (3) years of online school teaching or coaching experience
  • Demonstrated experience in analyzing data using Excel or other related tools
  • Experience implementing 2 or more new programs
  • K12 program experience, with an understanding of the Private Pay schools and culture
  • Working with Fingers: Ability to type, sort through pages/papers, or otherwise work with fingers (including thumb) and palm frequently each day
  • Repetitive Motion: Ability to move wrists, hands, and/or fingers such as in typing frequently each day
  • Sitting: Ability to sit much of the day
  • Visual: Ability to see and read PC screens, and normal type size print
  • Hearing:Ability to answer/route telephone calls, and understand what clients and co-workers are saying in normal conversation
  • Comprehension: Ability to understand complex problems and to collaborate and explore alternative solutions
  • Organization:Ability to organize and prioritize work schedules of self and others on short- and long-term basis
  • Reasoning/Decision-Making:Ability to make final decisions which have significant impact on the school’s credibility, operations and services
  • Communication: Ability to understand and follow basic instructions and guidelines. Ability to complete routine forms, use existing form letters and/or conduct routine oral communication. Ability to compose letters, outlines, memoranda, and basic reports and/or to orally communicate technical information. Ability to communicate with individuals utilizing a telephone and computer; requires ability to hear and speak effectively on the phone. Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, expediently and at sufficient volume. Ability to make presentations/speak before groups. Ability to compose materials such as detailed reports, work-related manuals, publications of limited scope or impact, etc
  • Mathematics:Ability to compute, analyze, and interpret numerical data for reporting and forecasting purposes
  • Computers/Peripherals/Other Office Machines: Computer
  • Computer Software: Electronic Mail Software (Microsoft Outlook preferred); Spreadsheet and Word Processing Software, (Microsoft Excel and Word preferred); Web proficiency
  • Other Tools/Devices/Machines (including Vehicles): No other tools, devices or machines are required in order to perform the essential functions of the position