Manager/Senior Manager, Customer Communications Strategy & Operations
Atlanta, Georgia  

We have a Contract position for "Manager/Senior Manager, Customer Communications Strategy & Operations" with one of our direct clients in Atlanta, Georgia for initial contract duration of  11+ months. No third party candidates considered for this position. US citizens and all those authorized to work in the US are encouraged to apply.

Job Description

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.

Required Skills

  • 5+ years of experience required in related field (i.e. Marketing, Advertising, etc.)
  • 3 or more years of experience required if candidate possesses a related advanced degree
  • Proficient analytical and creative skills with ability to think strategically and develop comprehensive detailed tasks and processes
  • Experience developing multi-tactic customer campaigns from strategy through execution, results readouts and action plans
  • Demonstrated ability to effectively work in cross-functional groups and gets results in a matrix organization
  • Excellent soft skills such as interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization
  • Ability to manage time independently and juggle competing priorities
  • Proven critical thinking, analytical and creative problem solving skills
  • Demonstrable capacity to thrive in a high-change, entrepreneurial, and often ambiguous business environment
  • Ability to communicate ideas both orally and written to influence others using on-on-one contact, formal presentations, and group discussions
  • Requires strong knowledge of applications such as Microsoft Word, Excel, PowerPoint, Teams

Preferred Skills

  • BS/BA degree in related discipline strongly desired (i.e. Marketing, Business, etc.)
  • Experience in telecommunications industry desired


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