LaSalle Network has partnered with a Nashville-based national service-based company, that operates as a subscription model, in hiring a Director, Customer Experience and Retention Marketing. The Director, Customer Experience and Retention Marketing will be responsible for improving customer retention rates by analyzing customer data to ensure a seamless customer experience. This role requires excellent communication skills and a deep understanding of customer behavior. The ideal candidate will be proactive and results-oriented, with a strong background in marketing and customer service.
This will be a fully onsite role once the office remodel is completed in January 2025.
Director, Customer Experience and Retention Marketing Responsibilities:
- Conduct a comprehensive assessment of the entire customer journey to identify opportunities for enhancing a loyalty-driven customer experience
- Collaborate cross-functionally with marketing, sales and customer care teams to ensure a seamless customer experience, including identifying opportunities for upsells and cross-sells
- Support the development and implementation of retention strategies informed by consumer insights
- Analyze customer behavior to gain a deeper understanding of their needs and preferences, identifying trends and opportunities
- Work with other teams to manage online reputation, including trend monitoring, review response and escalation of emerging brand threats
- Partner with the content team to contribute to content creation, specifically communications targeted at current customers
- Monitor campaigns and customer feedback to identify trends, providing actionable insights and recommendations across the organization
- Assist in the development and execution of a referral program, including implementation and performance monitoring to drive customer acquisition and retention
- Partner with Customer Care teams to design and enhance customer response strategies, processes and tools, improving customer satisfaction and issue resolution
Director, Customer Experience and Retention Marketing Requirements:
- Bachelor’s degree in marketing, business, economics or a related field
- 4+ years of experience in marketing / Public Relations, or an equivalent combination of education and experience
- Must be self-motivated, have excellent writing and interpersonal communication skills and be willing to work flexible hours
- Knowledge of Google Business Profiles, Birdeye and social platforms such as Khoros and Talkwalker
- Ability to demonstrate excellent interpersonal and communication skills
- Ability to identify and tell stories that resonate with the appropriate audiences
- Organizational skills to execute complex, cross-team campaigns
- Detail oriented, highly motivated with strong work ethic and quality orientation
If qualified per the above, please apply to this Director, Customer Experience and Retention Marketing position today! We look forward to reviewing your application.
Thank you,
Stephanie Moncada
Principal
LaSalle Network
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries. LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets.
