Vice President of Customer Retention
2 days ago
Vice President of Customer Retention & Marketing Thursday, October 17, 2024 YOUR IMPACT: The Vice President of Customer Retention and Marketing is a strategic leader responsible for driving growth and ensuring customer loyalty by integrating retention strategies with marketing efforts. This role combines a deep understanding of customer behavior with innovative marketing strategies to enhance customer engagement, improve retention rates, and maximize customer lifetime value. The VP will lead the development and execution of campaigns that foster long-term relationships with customers, while also driving brand awareness and business growth. This role reports to the Head of Superior Plus Propane and is a member of the Senior Leadership Team. This executive will lead a cross-functional team, leverage data-driven insights, and build innovative programs to reduce churn, enhance customer satisfaction, and drive long-term value. The focus on retention will collaborate with Customer Experience, Sales, Customer Service, and Operations to reduce attrition and encourage positive Customer Lifetime Value. This role is pivotal in driving customer loyalty, satisfaction, and revenue growth. The Vice President of Customer Retention and Marketing will play a key part in shaping the company’s future by delivering compelling marketing strategies and strengthening customer relationships. This leadership role requires a strategic thinker with deep expertise in both customer retention strategies and marketing initiatives. WHAT YOU’LL DO: Customer Retention: Develop and lead comprehensive customer retention strategies that reduce churn, improve loyalty, and enhance customer satisfaction. Set and track KPIs related to customer churn, retention rates, and customer satisfaction. Oversee the creation of personalized retention programs and customer-centric initiatives based on customer segmentation and behavioral data. Utilize customer feedback and insights to continuously optimize retention strategies, ensuring alignment with overall business goals. Utilize data analytics and customer insights to identify at-risk customers and develop proactive engagement plans to retain them. Identify trends and opportunities within customer segments to continuously optimize marketing and retention efforts. Marketing Strategy and Leadership: Design and execute marketing strategies that drive brand awareness, acquisition, and customer retention across various channels (digital, social media, print, etc.). Define innovative strategies using new channels and technologies to pivot growth success. Lead the development of integrated marketing campaigns that align with customer retention goals, aligned with customer needs and fostering a seamless customer journey from acquisition to loyalty. Leverage data and customer insights to personalize marketing efforts and increase customer lifetime value (CLV). Work closely with product teams to ensure marketing initiatives align with product offerings, innovation, and customer feedback. Report holistic results of campaigns, including organizational cost, operational impact, and ultimate value to the business. Team Leadership and Development: Lead, mentor, and inspire a cross-functional team of marketing and customer retention professionals. Foster a culture of collaboration, innovation, and customer-centricity within the team and across departments. Data-Driven Insights and Optimization: Use advanced analytics and customer segmentation to tailor marketing campaigns and retention programs to specific customer segments, data insights, and personalized marketing efforts. Monitor and analyze customer behaviors, preferences, and trends to make data-driven decisions on marketing and retention initiatives, leveraging CRM, ERP, data analytics, and market research to inform and action. Regularly assess the performance of marketing and retention programs, identifying opportunities for improvement and ensuring the best ROI. Forecast the impact of retention and marketing initiatives on revenue growth, customer lifetime value, and customer acquisition costs (CAC). WHAT YOU’LL BRING: Education: Bachelor’s degree in Marketing, Business, or a related field (MBA preferred). Experience: 15+ years of experience in marketing, customer retention, or related roles, with at least 5 years in a leadership capacity. Proven success in developing and executing customer retention and marketing strategies in a data-driven environment. Experience leading cross-functional teams and managing large-scale marketing campaigns. Demonstrated experience in using CRM systems, marketing automation tools, and customer data platforms (CDPs). Skills: Strong leadership and team management skills, with the ability to foster collaboration and innovation. Expertise in customer lifecycle management, marketing strategies, and retention best practices. Excellent communication and storytelling skills with the ability to influence across all levels of the organization. Proficiency in analytics and the ability to translate data into actionable marketing and retention strategies. Experience with digital marketing, social media, and content strategies. WHY JOIN US: Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do. Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly. This role is eligible for our performance-based incentive plan, which includes our short-term and long-term incentive plans. Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively. Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends. Employee Assistance Programs: We care about you You and your family will have access to LYRA, an industry-leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial, and social well-being. Opportunity: A continuous focus on professional development with many opportunities for training & career growth. Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization. Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at sppcareers@superiorpluspropane.com to let us know how we can enhance your experience. #J-18808-Ljbffr
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