Sandia Laboratory Federal Credit Union
Manager, Retention & Engagement (Marketing)
Sandia Laboratory Federal Credit Union, Albuquerque, NM
Job Type
Full-time
Description
Job Summary:
This role is to develop and execute strategies to enhance customer retention and engagement, driving repeat purchases, loyalty, and lifetime value.
Essential Job Duties:
Leadership:
Main responsibilities:
Requirements
Required Skills/Abilities:
Education and Experience:
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift 5 pounds at times.
Salary Description
$90,000 to $112,000
Full-time
Description
Job Summary:
This role is to develop and execute strategies to enhance customer retention and engagement, driving repeat purchases, loyalty, and lifetime value.
Essential Job Duties:
Leadership:
- Liaise with HR and OD to recruit, onboard, and retain high-quality staff.
- Oversees the daily workflow of the department.
- Provides constructive and timely performance evaluations.
- Effectively coaches, mentors, motivates, and manages the staff to ensure delivery of communications to employees in a timely and accurate manner while maintaining the Credit Union's high standard of quality.
- Ensures that the Marketing department fosters a productive, rewarding work environment that provides for the development of employees; meets all established goals and metrics; and operates within the Credit Union's core values.
Main responsibilities:
- Lead the development of targeted marketing campaigns and initiatives to re-engage dormant or at-risk customers, leveraging segmentation, personalization, and automation techniques.
- Collaborate with cross-functional teams, including product, customer success, and data analytics, to identify opportunities to improve customer experience and satisfaction.
- Analyze customer data and behavioral insights to identify trends, preferences, and opportunities for personalized communication and engagement.
- Oversee the execution of email marketing campaigns, including segmentation, content creation, A/B testing, and performance tracking, to optimize engagement and conversion.
- Oversee the development of marketing collateral and content to support customer retention and engagement efforts, including email newsletters, loyalty programs, and referral campaigns.
- Monitor and analyze key performance metrics (e.g., retention rate, churn rate, engagement rate) to measure the effectiveness of retention and engagement initiatives, providing insights and recommendations for optimization.
- Develop and implement customer lifecycle marketing strategies, including onboarding, activation, and win-back campaigns, to drive long-term customer relationships and advocacy.
- Perform other duties as assigned.
Requirements
Required Skills/Abilities:
- Excellent interpersonal and negotiation skills.
- Excellent organizational skills and attention to detail.
- Strong proficiency with Microsoft Office applications. Familiar and comfortable with information technology, particularly digital means of communication.
- Strong organizational skills in managing multiple initiatives.
- Strong analytical and problem-solving skills.
- Proven track record of developing and executing successful retention and engagement strategies, driving measurable business results.
- Strong analytical skills with experience in data analysis, segmentation, and campaign performance tracking.
- Experience with marketing automation platforms (e.g., Marketo, HubSpot), CRM systems (e.g., Salesforce), and email marketing tools (e.g., Mailchimp, Constant Contact).
Education and Experience:
- Minimum eight years' combination of experience in marketing, with a focus on customer retention, engagement, or loyalty marketing, and direct leadership, preferably in the financial services industry.
- Minimum bachelor's degree or certification in marketing, business administration, or related field, or more than eight years of related experience.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift 5 pounds at times.
Salary Description
$90,000 to $112,000