• Own and create customer centric retention and loyalty strategies to drive subscriber engagement and lifetime value.
• Leverage a strong understanding of our customers, their key journeys, and experience issues and develop scaleable strategies to reduce churn and increase LTV.
• Develop a native understanding of our customers, the user journeys they perform, and the experiences that are of the most value to them rooted in both data and qualitative insights.
• Develop the strategy for cadence, creative, and sequencing of user messages across multiple CRM channels (email, SMS, etc) , leveraging your expertise in. lifecycle management and creative marketing to create and continuously test, measure, and improve your efforts.
• Own our CRM tech stack, partnering with Tech, Product, and Marketing and lead Retention team members to develop a marcom tech stack roadmap in an effort to drive capabilities for personalization, automation, and predictive churn prevention.
• Work closely with the Product org on driving improvements to key customer journeys related to high value activities and the user lifecycle, such as upsell or cancellation.
• Work with the analytics team to understand and uncover drivers of churn and create end to end churn prevention strategies leveraging our marketing tech stack, creative communications, offers, and product features.
• Own retention communications calendar, drive automation strategy, and continuously test and optimize the user lifecycle.
• Develop and deploy a loyalty strategy to reward our most valuable users and change key behaviors in our customer base.