Manager, Customer Strategy and Implementation

Job Description

Job Description

Position Summary:

Cinch Home Services, one of the nation’s leading providers of home service solutions, is seeking a skilled individual to join our Lifecycle Management team. In this role, you are responsible for the successful development of customer communication strategies and campaign executions that drive increased retention and long-term value.

• This role will be at the forefront of conceptualizing, managing, and executing best-in-class customer engagement, loyalty, and retention campaigns that achieve critical revenue targets.
• You will work closely with LCM and cross-functional associates to determine the most effective customer journey which leads to growing customer engagement, retention, and cross-selling.

Key Responsibilities:

• You will be responsible for formulating optimal lifecycle solutions based on the customer cohort, client requirements, as well as internal insights and data.
• Partner with SMEs to develop a customer journey map that drives customer value and maximizes engagement and loyalty in the onboarding, customer servicing, and retention windows.
• Understand the value and are adept at various marketing / communications tactics and delivery channels, including email, direct mail, inbound and outbound telesales, web-based experiences, etc., and utilize the most efficient and effective means to drive customer value.
• Ability to synthesize customer insights from across the organization, such as NPS, online ratings, customer cancellation dispositions; and turn those insights into actions that improve customer retention.
• You are knowledgeable about test-and-learn processes, metrics tracking and post-analysis, and utilize this knowledge to continuously analyze and improve lifecycle initiatives.
• You will assess and monitor the market for relevant lifecycle activities and best practices and stay abreast of what competitors are doing for retention activities.
• Ability to perform other LCM duties as assigned.

Qualifications:

• 7+ years of experience handling communication strategy, planning, implementation in related areas, such as an account manager in a marketing / advertising agency, or company role in customer lifecycle management, or marketing strategy & implementation. 
• Experience in the home services or subscription-based business a plus.
• Strong competencies in planning and organization with the ability to juggle multiple initiatives while maintaining a focus on quality and effectiveness. 
• Knowledgeable multi-channel marketing strategist with background in campaign development and execution.  
• Familiarity with programs such as Jira, HubSpot, Google Analytics, SFMC, Liferay, and shared document platforms. 
• Solid business acumen along with demonstrated work ethic, integrity, and professional conduct and appearance.
• Ability to produce and present clear, concise, and professionally written communications and executive presentations. 
• Effective communication and interpersonal skills. 
• Highly organized with attention to detail and ability to build and maintain relationships with internal and external partners. 
• Exceptional leadership and task management abilities. 
• Ability to adapt to changing market conditions and customer needs. 

Education:

• Bachelor’s degree in business, marketing, communications, or related field required.