Marketing Manager, At Risk Customers

Company Name:
Constant Contact
As Constant Contact continues to grow, engaging and retaining our ever increasing customer base is critical to meeting our goals. As the Marketing Manager focused on At Risk Customers you are tasked with devising multi-faceted programs and initiatives that re-engage customers at risk of cancelling. In this position, you will collaborate with your colleagues in Customer Relationship Marketing as well as Support, Sales, Analytics, Product/Development and Finance to explore, create, and implement high impact, measurable strategies and programs to increase retention and return customers to an active, successful state. In addition to overseeing the At Risk Customer state, you will also have responsibility for List Growth which is a major company initiative that runs across all customer states. By helping customers grow their active contacts, you are enabling both their success and Constant Contact's success, since list size is a major financial driver for the company. As a strategic thinker with strong analytical and tactical execution skills, this high-visibility role will give you the chance to make a significant contribution to the company's revenue and delight-the-customer goals.
Develop and leverage an in-depth understanding of the drivers that lead to customers entering the At Risk state from other stages of the lifecycle
Plan and manage compelling, integrated cross-channel campaigns, including:
Plan for measurement and thoughtful reporting on promotion/program success
Work with the creative services team on development of assets
Coordination with stakeholders and other service teams across the organization
Proactively dig into At Risk customer metrics to identify new opportunities and root causes of existing issues
Lead tests designed to increase state KPIs
Through close relationships and communication, align with other customer lifecycle state owners to ensure a consistent, positive experience as customers change states
Be the company expert on list growth: our customers' goals, attitudes, needs, activities and behaviors as it relates to growing and managing their contacts
Create campaigns and programs through the customer lifecycle that effectively support our customers' contact growth and help the company achieve its financial objectives
Job Requirements:
Bachelor's degree or equivalent
5-7+ years marketing experience
Data-driven by nature, and able to analyze and manipulate data to uncover new insights and measure, track and optimize the success of marketing programs
Highly developed written and verbal communication skills, tact, assertiveness and business acumen
Solid organizational skills and ability to meet tight deadlines in an environment of competing priorities
Ability to create strong internal and external relationships and build an environment around teamwork and collaboration
Strategic thinker with hands on experience and solid attention to detail
Flexible and self-sufficient, a self-starter
Curious and creative thinker who always asks why, and can contribute to innovation
Previous experience building retention programs is desired

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