Retention Marketing Manager

Client Services Ottawa, Ontario


Description

Position at J2 Cloud Services

Retention Marketing Manager

The Retention Marketing Manager would be responsible for customer engagement efforts to increase the lifetime value of our clients. The ideal candidate would have creative ideas and the ability to execute on these retention marketing strategies. The three primary goals of this role would be 1) Create content customers want and will motivate them to take action 2) Share this content via multiple channels to ensure high interaction 3) Measure the results of all content and campaigns to continue to optimize effectiveness. Accomplishing these goals will require collaborating with Product and Marketing to become an enthusiastic voice for our product, while working with client facing teams to listen to and amplify the customer voice. We are seeking a candidate who loves building bridges, has a knack for writing action-oriented content, has a design eye to represent our brand with a personal touch and is generally an enthusiastic teammate looking to help others. Immediate goals include updating  on-boarding content and customer journeys, while ensuring we have the data and tracking in place to monitor customer engagement and its impact on retention to make decisions on how to continue to engage, retain and grow our clients. 


Responsibilities 

  • Accountable for all content marketing initiatives to drive engagement, product utilization and customer retention
  • Set goals, measure and optimize engagement initiatives 
  • Create and/or collaborate with design team to produce high quality visual assets 
  • Create engaging content based on client feedback and product utilization goals
  • Implement content campaigns using various tools (Pendo, ChurnZero), track progress and adjust to optimize results
  • Develop a thorough understanding of what resonates with customers and translate that into actionable collateral and campaigns 
  • Create and launch customer feedback strategy, including product, onboarding and exit surveys
  • Prioritize transparent communication with customer-facing teams, product and leadership to keep them informed about upcoming campaigns, customer impact and results
  • Identify customer segments and become an expert on customer journeys to increase engagement and retention
  • Review client product utilization to draw actionable insights and focuses
  • Assist in developing best practices and strategy for clients use of software

 

Requirements

  • Bachelor Degree Required
  • 2+ years of customer retention in software as a service experience
  • Impeccable copywriting and editing skills
  • Strong project management skills including internal collaboration and accountability, conceptualization, managing deadlines and goals, delivering defined initiatives analysis and recommendations
  • Proficiency in excel and data analysis
  • Ability to work across multiple brands, teams and cultures
  • Strong analytical skills with the ability to take large amounts of data and turn it into actionable initiatives
  • Ability to work and collaborate effectively as part of a team as well as independently when necessary 
  • Ability to “think on your feet” and develop creative yet practical solutions 
  • Outstanding communication skills with customers, fellow employees and senior leaders
  • Attention to detail, organization and prioritization skills are key with a focus on execution, problem solving and process improvement
  • Highly efficient self-starter that can take on projects and manage them end-to-end, seeking help and guidance as needed
  • Team oriented; willing to occasionally step-in and take on responsibilities outside of immediate scope when needed

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