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Retention Marketing Manager

Job Description

The Role

Improving customer retention is a big financial opportunity for Chase Card Services (CCS) and one of its top priorities for 2016 and beyond.  This individual will take on a critical role in the Retention Center of Excellence driving key initiatives to retain our best customers. This high visibility role will interact with all businesses across CCS.


This is a great opportunity for a dynamic individual to work across Chase Card Services and be part of an exciting group that is key to future growth for Card. This person will be part of a start-up like environment where the team members are expected to roll-up their sleeves and contribute to the overall team goals/objectives. The candidate must be able to work within a team environment and support product teams across CCS in their diverse retention objectives.


Responsibilities include:


·         Lead our silent attrition management agenda.  Develop and implement strategies to prevent silent spend, OS and customer attrition

·         Partner with all card businesses, Operations, CMS, finance, research, marketing services, and analytics teams to help develop/refine targeting, segmentation and treatment strategies

·         Leverage testing results from 2014-present to inform future testing/learning agenda, and launch initiatives to start preventing significant sales, OS and revenue attrition

·         Lead the research agenda for Retention COE. Mine research conducted by Retention team and other product teams to develop customer personas/archetypes

·         Conducting ad-hoc analyses, listening sessions, and on-site meetings to identify, develop, and launch enhancements to proactive retention strategies 


·      Bachelors Degree required

·      8+ years of related marketing, customer experience, and campaign management experience

·      Direct marketing, customer communications, and campaign management experience across traditional and digital channels

·      Ability to effectively interact with key stakeholders, and identify and act on opportunities

·      Demonstrated customer focus

·      Strong project management, multi-tasking, influencing, and leadership skills with sharp attention to detail

·      Strategic thought leadership

·      Ability to work in white space

·      Highly Inquisitive yet focused on delivering results

·      Strong communication skills, both written and oral, with the ability to present information clearly and professionally

·      Ability to work in a fast-paced, demanding environment balancing multiple tasks
and deliverables

·      Ability to manage projects in cross-functional teams to meet critical delivery milestones

Req #: 160043968
Location: Wilmington, DE US
Job Category: Marketing/Communications
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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