Manager of Customer Acquisition and Retention Programs

Company Name:
Salary period: Annual
Manager of Customer Acquisition and Retention The Manager of Customer Acquisition and Retention will be responsible for managing iContact's Small Business Acquisition and Retention teams. The Small Business Acquisition team is responsible for converting iContact trial users into customers via outbound phone and email campaigns. The Small Business Retention team is responsible for retaining existing Small Business customers by addressing client concerns and finding suitable solutions that preserve and enhance client relationships.
ΓΆΒ ΒΆ Manage and lead the Small Business Acquisition and Retention teams
ΓΆΒ ΒΆ Motivate the teams to achieve their monthly and quarterly performance goals
ΓΆΒ ΒΆ Coach and mentor team members with a focus on improving the efficacy and quality of prospect/customer interactions
ΓΆΒ ΒΆ Analyze conversion and retention data to identify trends, discover opportunities, and drive continuous improvement in the conversion and retention processes
ΓΆΒ ΒΆ Collaborate with Marketing to design and implement new conversion strategies
ΓΆΒ ΒΆ Design and test new customer retention strategies and offers that can help improve customer retention
ΓΆΒ ΒΆ Monitor and report team performance against key performance indicators and implement improvement strategies as required
ΓΆΒ ΒΆ Utilize customer insights to make recommendations that improve the customer experience and further drive customer loyalty to the brand
ΓΆΒ ΒΆ Recommend and drive the execution of data-driven strategies that enhance the lifetime value of new and existing customers
ΓΆΒ ΒΆ Leverage organizational resources in Business Intelligence and Technology to optimize the efforts of the team and create additional value
ΓΆΒ ΒΆ Perform other related duties as they may be assigned
ΓΆΒ ΒΆ Minimum of 4 years of related experience
ΓΆΒ ΒΆ At least 2 years of experience managing and leading prospect/client facing teams
ΓΆΒ ΒΆ Comprehensive understanding of Salesforce
ΓΆΒ ΒΆ Demonstrated knowledge of MS Excel and Salesforce reporting
ΓΆΒ ΒΆ Strong analytical, statistical, and quantitative skills
ΓΆΒ ΒΆ Knowledge of digital marketing and email marketing a plus
ΓΆΒ ΒΆ Demonstrated experience with advanced segmentation and ROI analysis
ΓΆΒ ΒΆ Self-motivated, goal oriented, and comfortable in a rapidly changing SaaS environment
ΓΆΒ ΒΆ Creative thinker willing to explore new ideas and help make them a reality
ΓΆΒ ΒΆ Outstanding verbal and written communication skills. Ability to effectively communicate with all levels within business (individual contributor to executives)
ΓΆΒ ΒΆ Ability to serve as a coach and mentor to current and new employees
ΓΆΒ ΒΆ Proven ability to effectively prioritize and execute tasks in a team-oriented, collaborative workplace
ΓΆΒ ΒΆ Bachelor's degree preferred

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