Customer Retention Manager

Job Overview:

The Growth Manager for Borderless Access, The Panel Station and MDForLives will be responsible for driving the overall strategy and execution of panel engagement, retention, and growth initiatives across global markets. The role will ensure and maximize survey completes, while also focusing on growing the Average Revenue Per User (ARPU) and Lifetime Value (LTV) of panelists. The ideal candidate will have proven experience in managing large-scale growth campaigns globally, with deep expertise in leveraging data, insights, and digital tools to fuel panel growth.

Key Responsibilities:

1. Panel Engagement:

2. Implement multi-channel engagement strategies (email, SMS, social media, etc.) to keep panelists active and responsive.

3. Create personalized engagement plans based on cohort behavior, ensuring timely communication and feedback loops.

4. Introduce gamification elements and incentive programs to increase participation in surveys.

5. Panel Retention:

6. Develop retention strategies to reduce churn and increase long-term engagement with the platform.

7. Analyze and leverage feedback, churn data, and user behavior to identify retention opportunities and pain points.

8. Collaborate with the product and user experience teams to enhance the panelist journey.

9. Panel Growth & Maximizing Survey Completes:

10. Develop strategies to increase the number of surveys completed per panelist.

11. Optimize the match between surveys and panelists to drive higher completion rates.

12. Ensure constant growth in the size and activity levels of the panel across multiple geographies.

13. ARPU and LTV Growth:

14. Design and implement strategies to increase ARPU and LTV by enhancing the overall value exchange for panelists.

15. Use data analytics to identify high-value panelist segments and prioritize engagement efforts accordingly.

16. Develop monetization strategies, including partnerships and loyalty programs, to drive revenue growth.

17. Global Strategy Execution:

18. Drive the expansion of The Panel Station's presence across new and existing global markets.

19. Understand market nuances and ensure local relevance of growth initiatives in different regions.
20. Coordinate with global teams to ensure consistency in execution while adapting to regional requirements.

Required Skills & Experience:

• Proven experience in global growth management, particularly in online communities or panel management
• Strong knowledge and experience with global user acquisition, retention, and engagement strategies.
• Proficiency in digital marketing platforms and tools for acquisition, engagement, and analytics.
• Experience in driving ARPU and LTV growth in a digital platform environment.
• Data-driven mindset with experience in using analytics platforms and growth modeling.
• Exceptional communication and collaboration skills, with experience working across global teams.

Platforms/Tools Proficiency:

• Marketing Automation
  : HubSpot, Marketo, Braze, CleverTap or similar
• Email Marketing & Engagement
  : Mailchimp, Iterable, ActiveCampaign
• Analytics & BI
  : Google Analytics, Mixpanel, Amplitude, Tableau, or Power BI
• Survey Platforms
  : SurveyMonkey, Qualtrics, or other survey platforms
• CRM
  : Salesforce, Zoho CRM, or similar
• Social Media Advertising
  : Facebook Ads, Google Ads, LinkedIn Ads
• Affiliate & Partnership Marketing
  : Impact, PartnerStack
• A/B Testing & Optimization
  : Optimizely, VWO, Google Optimize
• Project Management
  : Asana, Trello, Jira
• Engagement Tools
  : Intercom, Drift

Qualifications:

• Bachelor's degree in Marketing, Business, or related field; MBA or advanced degree preferred.
• Minimum 7-10 years of experience in growth management, ideally in a global setting.
• Strong analytical skills with experience in performance marketing, growth analytics, and optimization.
• Proven track record of managing and scaling user acquisition, engagement, and retention initiatives globally.