Consultant-Marketing
• Experience:
• Bachelor's Degree or equivalent work experience preferred. MBA desired.
• 5-7 years experience in marketing preferably in B2B marketing, CRM, Marcom/Direct marketing.
• 2-5 years experience in wireless/telecommunications industry
• Experience in strategy development, program management and implementation
• Understanding and knowledge of customer communications/contact strategy utilizing multiple channels
• Experience in leading projects/programs with ability to lead/manage and motivate cross functional teams
• Direct Marketing experience highly desired
• Strong organizational, interpersonal, presentation, oral and written communications skills required
• Other:
• Understanding of B2B wireless business, products and services, industry challenges and competitive marketplace
• Ability to balance multiple projects and priorities in a high-paced environment
• Strong leadership, consensus-building and problem-solving skills
• Demonstrated ability to meet deadlines, complete important time sensitive tasks, adapt quickly to last minute changes and manage multiple projects simultaneously
• Ability to run a cross functional team and create/manage programs independently
• Strong communication skills, both verbal and written and excellent interpersonal skills
• Results-oriented - forward thinking, innovative and creative mindset
• Proven leadership, interpersonal, presentation skills, and problem solving capabilities
• Proven knowledge of Outlook, Excel, Power Point, and Word
• Ability to create and work in a team environment
• Ability to meet aggressive deadlines, manage multiple projects simultaneously, and work in a fast paced, dynamic, customer oriented work environment
• Organized and process-oriented. Ability to handle large projects and maintains momentum over time.
Education and Certifications
Please provide the minimum levels to qualify for this job
• Education: BA or BS in Marketing or equivalent concentration, MBA a plusGeneral Summary
Manage all stages of B2B Churn Reduction, Cross-Sell and loyalty programs- from development to execution and ongoing maintenance-in an effort to achieve overall growth, churn reduction and cross-sell goals of the Northeast Area. Partner with Loyalty & Retention strategy manager on program concept and design, then serve as the Program Manager for implementation and overall program management.
Key responsibilities
• Develop and execute Churn Reduction, Cross-Sell and loyalty plans for Loyalty & Retention initiatives across the Northeast Area, in an effort to decrease disconnects, stimulate revenue and increase customer tenure. Provide strategic direction and day-to-day program ownership for communication programs to the Verizon Wireless customer base.
• Manage end-to-end execution of programs: provide direction on direct marketing, targeting criteria, list pull requirements and troubleshooting. Review creative executions for accuracy and strategy, manage multi-channel programs, write OSTs and ensure successful program launch.
o Oversee program execution; collaborate with HQ team on marketing program strategy, communicate program objectives and requirements, author internal documents to support program, handle customer feedback/issues, and ensure necessary tracking and reporting for programs.
o Develop key performance indicators such as retention, churn, disconnect rate, take rate, ROI, etc. that will be the measurement for the success of the program. Conduct post-program analysis. Analyze results to identify gaps in performance and develop and implement corrective action plans.
o Work with cross-functional marketing teams to successful completion of all Loyalty & Retention related initiatives.
• Interface with Area and HQ's analysis teams to identify opportunities for new program development based on customer insights/data. Interpret customer trend data and translate into actionable programs to address vulnerable customers or cross-sell opportunities.
• Serve as subject matter expert on churn initiatives and cross-sell initiatives; represent our team and our programs to Area counterparts, NEA marketing and sales ops, sales/service channels and other departments.
Principal Duties and Responsibilities
% Of Time Duties and Responsibilities
20% 1. Program Strategy & Development
• Develop strategic direction for Churn Reduction & Cross-Sell initiatives based on business needs. Author marketing plans for each program, including objectives, creative direction, targeting, offers and list requirements. Partner with channel manager to ensure best in class ""go to market"" execution.
• Establish program goals and key performance indicators to measure program success. Continuously improve and refine programs based on needs of the business and results.
• Ensure successful implementation by effectively working with cross-functional teams each responsible for a piece of the program execution (Marcom, List Mgmt, Metrics & Analytics, IT, Channel, etc.)
• Create business cases for senior level approval of all proposed programs by clearly articulating business need and potential impact to the churn, revenue or customer tenure.
30% 2. Program Management
• Manage and maintain all programs from concept through post-launch. Monitor channel results, troubleshoot and seek opportunities for improvement and expansion.
• Ensure program deadlines are adhered to and programs are executed according to plan. Execute all launch requirements including communication to channel managers, program document completion on deadline, and cross-functional team review meetings.
• Analyze all reporting data for each program, including response rate, take rate, match back reporting and performance vs. control group. Conduct ROI analysis and develop corrective action plans.
50% 3. Collaboration with Cross-functional teams
• Interface with key cross-functional team members to communicate program objectives and provide strategic direction.
• Establish ongoing communication between key strategic partners including Headquarters and analytics teams, and appropriate business teams to identify opportunities for churn reduction and cross-sell. Actively seek customer insights to drive program development and improvement.
• Participate in cross-Area best practices sessions to share program successes and experiences.
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