Retention & Loyalty Marketing Consultant – Business in Charlotte, NC at Windstream

Date Posted: 7/23/2021

Job Snapshot

Job Description

Job ID:21003535

Retention & Loyalty Marketing Consultant – Business

Description

*This role can be located anywhere in the US/Remote

Overview

Kinetic Business by Windstream is looking for a customer-centric Marketing professional to join the Lifecycle & Retention Marketing team.  The B2B-focused Retention & Loyalty Marketing Consultant will apply their strategic, analytical and communication skills along with their passion for super-serving the customer to drive long-term customer retention for Kinetic Business.   

Responsibilities:

  • Customer Behavior:  Analyze, understand and stay on-top-of customers’ evolving needs & behaviors to ensure we’re meaningfully communicating with, driving value for, and retaining our customers – from multiple sources (data, frontline team feedback, research & insights, market trends, etc.).  Develop a segmented understanding of our Base to inform targeted marketing & communication efforts.
  • Lifecycle:  Create targeted/segmented strategies and execute programs/campaigns to engage our multi-faceted customer Base from the moment they become a customer and ongoing throughout their lifecycle.
  • Retention:  Research & analyze churn data, and develop & deploy preemptive/proactive & targeted strategic campaigns/initiatives to mitigate customer churn.  Also, partner closely with Care, Channel Support and Offer Development to strategize & mobilize lucrative, segmented retention offers to be used at the Save Desk. Manage & optimize Loyalty tools such as Retention Credits, Loyalty Recommender tool, and call center save tactics.
  • Loyalty:  Develop & deploy campaigns, communications, programs that aim to drive positive engagement, brand affinity, value, NPS, and long-term CLV.
  • Reporting & Results:  Eager to analyze efforts and uncover performance in order to continuously optimize

Ideal Background:

  • The successful candidate will be data-driven, results-oriented, have experience with retention marketing, CRM, and/or loyalty programs, is excited about driving increased loyalty, retention, and LTV.  Hungry to try new things, this candidate will be enthusiastic, welcome new challenges, and enjoy working in a dynamic, fast-paced environment.
  • A Bachelor’s degree in a Business/Marketing-oriented field
  • 5-7 years of experience in related field that is B2B focused (B2B experience a must)
  • Must be proficient with MS Office (Excel, Outlook, Word, and PowerPoint) and experience in reporting tools is a plus
  • Experience with communication channels – Email, SMS, Direct Mail, Push, In-App/Portal, Digital
  • Familiarity with calculations for churn, ARPU, CLV/LTV
  • Position requires strong interpersonal & teamwork skills, and the ability to organize and prioritize to meet deadlines. 
  • Possess organization and problem-solving skills and attention to detail
  • Strong verbal and written communication skills – comfortable with presenting to all levels
  • Ability to manage multiple priorities
  • Commitment to excellence and high standards
  • Telecom or technology-related experience preferred

Job Requirements

Minimum Requirements:

  • College degree in Business or Marketing and 5-7 years professional level experience; or 9 years professional level related experience (B2B-focused)

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EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.  396264