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    Retention Manager - Halifax, Canada - Cartier Miller Inc

    Cartier Miller Inc
    Cartier Miller Inc Halifax, Canada

    2 weeks ago

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    Human Resources
    Description

    Retention and Loyalty Manager in the digital gaming industry

    Cartier Miller is pleased to represent an innovative and consumer driven marketing company for the recruitment of their Retention and Loyalty Manager.

    The role is in Halifax, Nova Scotia. The company offers a flexible work model that supports a blend of in-office (2 days per week) and remote workplace.

    Join this amazing team that possesses a unique skillset specifically designed to help brands maneuver through the most innovative projects.

    Summary of the role:

    We are looking for a self-motivated leader who has the combination of marketing, analytical, and communication skills to enable our clients to deliver the highly personalized, real-time experiences that customers increasingly expect. The role will lead the strategy and implementation of the Retention Programs including Loyalty and rewards designed to increase engagement and profitability of all agency clients' customers. The ideal candidate will have experience in delivering personalization and recommendation platforms at scale, leveraging advanced data science and analytics. Had worked in a loyalty/retention role in a Marketing function, has proposal development experience and is comfortable with data analysis. We're looking for a collaborative teammate who is inspired to deliver the best-in-class experience for our customers and lead within a matrixed organization. Unafraid to be thrown into new projects that will stretch your skills.

    Responsibilities:

    • Oversee Retention Performance;
    • Establish KPIs and partner with analytics to set up processes and dashboards to measure performance of all programs;
    • Formulate strategies and define high level goals to achieve annual incremental sales, reduce customer churn and maximize LTV's;
    • Responsible for optimal efficiency in promoting revenue driving behaviors. Provide input into the CRM operating budget and oversee the effective distribution and usage of marketing dollars;
    • Provide direction, alignment, and efficiency to Retention programs;
    • Drive the continued evolution of our loyalty and retention Marketing programs to effectively translate the vision and strategy into concrete and measurable goals;
    • Constantly identify and drive process improvements with our clients, partners, and agency teams to make it easier to get enhancements in market;
    • Forge a strong partnership with the Brand Marketing team to ensure the brand strategy is effectively translated and executed;
    • Consult on Customer Engagement and Loyalty programs definition and execution;
    • Be subject matter expert on how to increase customer engagement and implement Rewards and Loyalty programs;
    • Create best practices around lifecycle management, segmentation and targeting strategies, while building and maintaining the pipeline of CRM innovation opportunities.
    • Ensure results and learnings are reported to all teams and provide recommendations based on program effectiveness;
    • Establish partnerships and build relationships with Product and Engineering teams;
    • Partner with the product and engineering teams to architect and deploy a world class loyalty program and best in class customer experience for different brands and regions;
    • Identify needs and lead product recommendations to develop global CRM technology strategy to maximize LTV's and optimize retention KPI's;
    • Work closely with Operations and IT to ensure proper governance and controls are in place for new initiatives;
    • Build a learning culture and provide expert advice on marketing experimentation;
    • Manage test and learn capabilities for campaign improvement across channels optimize redemption mix and engage customers, leveraging both A/B and multivariate testing, and provide consulting on Design of Experiments (DoE), including advice on statistical power;
    • Create best practices around incrementality and performance measurement, and set up testing methodologies for all new initiatives and ensure accuracy of all data driven insights;
    • Augment customer behavior knowledge by generating insights that are available & actionable for the Marketing and Product teams;
    • Become the leader of all Customer retention initiatives;
    • Influence others through effective communication and subject matter expertise, with a high level of proficiency crafting presentations to support sound, objective-based decision making;
    • Execute and drive projects to completion in a timely manner and work collaboratively with cross-functional partners across the enterprise;
    • Fuel, challenge, and support Local Teams with a constant innovative approach.

    Requirements:

    • 7+ years experience Managing Retention programs, with demonstrated experience on Customer Engagement and Loyalty programs design, implementation, and day-to-day management;
    • 5+ years experience owning and driving Retention Performance, including in building a learning culture and managing marketing experimentation (AB/Multivariate testing);
    • 5+ years experience in Leadership/Management role, with demonstrated ability to lead and influence cross-functional internal and external teams and agency partners;
    • 3+ years experience in stablishing partnerships and building relationships with Product and Engineering teams, Product Management experience preferred;
    • Bachelor's degree required. Master's level degree preferred or equivalent training and experience;
    • Solid organizational and project management skills, including strong follow through skills and the ability to manage and prioritize multiple projects, deadlines, and work streams;
    • Analytical thinker with ability to interpret results and site metrics to drive change;
    • Resourceful and results-oriented self-starter, with an ability to thrive in an authentic, feedback-driven culture and" roll-up-your-sleeves" environment;
    • Excellent verbal, written, presentation and interpersonal communication skills;
    • Some travel may be required to the USA or internationally.
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