Founding Head of Engineering at Talent.com leading AI - native product development and scaling the engineering team. Owning technical direction and establishing engineering culture.
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Marketing Manager – Customer Retention and Engagement
Posted via LinkedIn Recruiter (not a company profile)
Posted 2 months ago
About the role
- Marketing Manager responsible for customer retention and engagement strategies, working with analytics, marketing, product, and technology teams to reduce attrition and improve customer interactions.
Responsibilities
- Lead the development and implementation of a comprehensive customer retention and engagement strategy, establishing clear priorities and measurable outcomes. Translate strategic objectives into actionable campaigns, initiatives, and system changes in collaboration with analytics, marketing, product, technology, and frontline teams. Design and refine the customer retention operating model, including roles, governance, decision rights, and prioritization frameworks to ensure consistent execution at scale. Identify at-risk customers proactively by leveraging data insights, and develop targeted strategies, campaigns, and tools to mitigate attrition. Create and maintain frontline playbooks that embed retention behaviors into daily routines, working closely with regional and branch leadership. Convert analytics, models, and insights into frontline triggers, cues, and actions to inform proactive customer engagement. Integrate attrition indicators and insights into frontline systems, prompts, and processes, ensuring actionable and timely customer interactions. Identify best practices from market successes and facilitate rapid scaling across channels and regions.
Requirements
- 8+ years of experience in strategy, growth, or retention roles within financial services or customer-centric industries. Demonstrated ability to develop and lead customer retention initiatives with measurable results. Strong strategic thinking with experience gaining stakeholder buy-in at senior levels. Proven influence across cross-functional teams without direct authority, including analytics, marketing, product, and frontline teams. Deep expertise in data-driven decision-making, utilizing models and insights to guide customer interactions. Successful track record in leading teams, enabling change, and driving adoption of new tools and processes. Excellent communication skills, with the ability to simplify complex concepts and foster alignment. Ability to operate effectively at the intersection of strategy, operations, and execution with a bias toward delivery and continuous optimization.
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