Manager/Senior Manager, Customer Communications Strategy & Operations

Job Description

We have a position for a Manager/Senior Manager, Customer Communications Strategy & Operations with one of our clients in Atlanta, GA for an initial contract duration of 11 months. No third party candidates considered for this position.

The Manager of SMB Retention Marketing is responsible for developing executing strategies to retain revenue and customers. Primary responsibilities of this position will be assisting with the overall retention strategy including managing existing programs and identifying new opportunities.  This person will partner closely with the customer marketing team, pricing, channel strategy and operations, product, customer experience, competitive, marketing insights, business operations, and field marketing.

Primary Responsibilities and Essential Functions:

• Supports the ongoing management of proactive and reactive retention marketing initiatives designed to mitigate churn. 
• Partners closely on retention strategies to combat retention threats including partnering on strategy development, offer development, targeting, program integration, etc.
• Solicits cross functional input, utilizes primary and second consumer insights, utilizes competitive intelligence, and analytics to develop, prove in, and execute new strategies.
• Monitor customer experience metrics and partner cross-functionally to identify areas of opportunity to improve customer perceptions.
• Manages project budgets to plan and to ensure cost effectiveness.
• Responsible for ensuring analysis of programs and program changes/improvements.  Owns ensuring any relevant dashboards and program updates are completed in a timely basis.