Retention Marketing Manager

Job description

This is a brand new role being created within the marketing team to focus on consumer customer retention. This is an opportunity for someone who is a self-starter to build a successful program from the very beginning and put their own personal touch to it. The role will work closely with the retention sales team to ensure we reduce customer churn and increase retention revenues.

 

RESPONSIBILITIES
Responsibilities will include, but are not limited to, the following:

•    Oversee and collaborate with the sales, retention and pricing to perform customer segmentation analytics (behavioural, attitudinal, demographic) and formulate a segmentation strategy within our existing customer base
•    Define and take ownership of goals, objectives, KPIs, and monthly budget and revenue forecasts, plus monitor and meet targets on a monthly, quarterly and annual basis, in conjunction with sales retention team.
•    Undertake a thorough customer journey mapping initiative and work cross-functionally to implement solutions, improvements and new strategies with the goal of optimising AOV increase and LTV, as well as growing the customer base 
•    Have deep analytical skills to analyse and predict customer cohorts by channel and by geography and other socio-demographics
•    Oversee customer communications through complex behaviour flows via email and SMS, where possible, while managing retention efforts
•    Work closely with the pricing, retention and products teams to get the right product features and loyalty discounts to enhance LTV
•    Closely monitor email and other campaign performance, as well as implement plan modifications for optimal results
•    Build, launch, and own a loyalty program (future looking) to reward and retain our highest-value and most loyal customers, focused on participation and upward migration 
•    Have a deep understanding of compliance, GDPR and CSPAM 
•    Regularly identify trends in targeted marketing and CRM strategies to glean insights on best practices and innovative ideas around customer retention
•    Drive learning and optimization through experimentation, creative iteration, and testing.
•    Share learnings and insights across the broader team to foster ideation, test & learn culture, and general understanding of retention marketing and business benefits

 

REQUIREMENTS
To be successful in this position you will need to have the following skills/ experience:

•    Previous experience in retention marketing essential
•    Knowledge of CRM systems and journey building
•    Strong understanding of analytics
•    Experience in working cross functionally and collaboratively with others 
•    Works with little guidance and direction and performs majority of tasks independently
•    Customer Focused
•    Ability to work effectively within a team environment
•    Honesty and Integrity
•    Excellent communication skills, with the ability to explain complicated processes and concepts to non-experts
•    Excellent analytical skills (capable of understanding complex data structures, organize and structure data extracts)
•    High attention to detail including a commitment to accuracy of work.
•    Ability to work independently and resolve complex problems without direct supervision

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.
Note: Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.