Director, Loyalty and Retention

| Santa Monica
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POSITION SUMMARY

The Director, Loyalty & Retention will be responsible to drive customer activation, satisfaction and retention while reducing churn. You will partner closely with Product, Member Experience (customer service) and Sales & Service Strategy to create a post purchase customer experience to meet stated customer goals.  You will utilize available marketing channels including email, sms and push notifications and will be the owner Inspire’s marketable customer list. 

THE DIRECTOR, LOYALTY AND RETENTION HAS FIVE MAIN RESPONSIBILITIES

  1. Retention Strategy & Roadmap: Work cross functionally to develop strategies across channels to increase loyalty and maximize retention of existing members, while integrating product-specific goals. 
  2. Lifecycle Offer & Targeting Design: Work with cross-functional teams including Commercial Strategy and Data Analytics to develop retention/winback offers that pull available levers of pricing, customer incentives/rewards, messaging and creative design to optimize response rates. Identify and track most impactful events that drive attrition, and design trigger-based communications that reach each audience with the optimal message/offer.
  3. Campaign Execution: Manage day-to-day implementation of marketing campaigns across channels, including offer setup, creative development, tracking setup, training / internal communications and any other aspect required to flawlessly deploy tactics. 
  4. Analysis and Reporting: Work with cross-functional team to define requirements for new reports or work with available tools such as Tableau to effectively analyze each campaign’s performance and recommend actionable insights. Maintain timely reporting and effectively communicate across organization as needed.
  5. Vendor Management: Act as point of contact for third party service providers (e.g., Customer.io, Twilio) to effectively manage retention and loyalty campaigns. Provide clear direction of services required, and hold each party accountable for meeting expected deliverables.

SOME YEAR 1 DELIVERABLES

  • Develop 2020 Retention strategy and corresponding tactical roadmap 
  • Launch new communications and offers across multiple channels to optimize engagement in the first 90 days of member onboarding, as well as meeting targeted increase in retention rate
  • Launch new communications across multiple channels to optimize the entire lifecycle of the member’s journey, to support increases in retention rate and NPS
  • Launch new communications and offers across multiple channels to optimize cross-sell and up-sell of products and features (working closely with Product Marketing)
  • Develop retention scoreboard with reporting by channel and tactic that informs go-forward strategy

SUCCESS METRICS

  • Flawless execution of campaigns that increase retention vs prior period
  • Growth from new channel tactics that increase retention vs prior period
  • Campaigns that “win back” canceling members, meeting targeted percentage of Inspire product mix
  • Increase in cross-sell/upsell rates of new products and features

EXPERIENCE

  • Must Have
    • 8+ years of experience with demonstrated success of deploying tactics across multiple channels 5+ years of marketing experience with ownership of campaign deployment
    • 2+ years of CRM, loyalty or retention marketing experience
    • Successful end-to-end implementation of marketing campaigns with hands-on management of execution details
    • Experience with email campaign management tools
    • Cross-channel marketing experience (SMS, Email, In-App, etc.)
    • Experience executing A/B testing of offer components including pricing, customer incentives, messaging and creative design to optimize response rates
    • Experience developing reports and analyzing data to recommend actionable insights
    • Strong cross-functional relationship skills to move projects forward internally
    • Proficiency in standard MS Office / Google software (PPT/Slides, Word/Docs, Excel/Sheets) and familiarity with reporting software such as Tableau
  • Nice to Have
    • Hands-on experience with systems/tools used by Customer Service to integrate and track retention offers
    • Experience developing or marketing of a loyalty program / offers
    • Experience leading external service providers
    • Has worked in the energy industry, preferably at a retail supplier
    • Experience in complex regulatory environment such as energy or financial services
    • Experience in a startup or high-growth environment
    • Experience in acquisition marketing
    • B2C product marketing experience
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SQLLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

3402 Pico Blvd, Santa Monica, CA 90405

An Insider's view of Inspire

How does your team reward individual success?

Each month we award an "Avenger of the Month". This is an employee that embodies one of our values: Own It, Study It, Coach It, Live It. The Avenger of the Month is also featured on our blog here: https://www.helloinspire.com/blog/avenger-life

Inspire

Team

What are Inspire Perks + Benefits

Inspire Benefits Overview

Inspire’s culture balances the serious nature and tone of a professional company with the move-fast-and-execute tone of a rapidly growing emerging tech company. We believe in working hard and producing, but doing it in a positive and friendly environment where collaboration is rampant.

Inspire calls its employees Avengers. It’s a team out to even the score on behalf of the common man, to challenge the status quo and confront apathy and old-world bureaucracy. Every Avenger lives for the mission: To build the world’s most consumer-focused clean power platform and inspire a connected moment towards a brighter energy future. Avengers are scrappy, restless, humble and committed to balancing passion with purpose and profit.

Inspire offers competitive compensation and equity packages, plus benefits such as health, vision, life, and dental insurance - Not to mention, unlimited vacation, 401(k) plan, a dog friendly workplace & LOTS of cupcakes!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Inspire provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Our remote work program includes work remotely on occasion as needed.
Family Medical Leave
Company sponsored family events
Inspire sponsors family oriented events annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Full-time Inspire employees receive unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Inspire offers relocation assistance for certain roles.
Professional Development Benefits
Job Training & Conferences
Inspire offers employees professional development opportunities like onsite training courses, the ability to attend job related conferences and seminars.
Lunch and learns
Inspire hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
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