Senior Manager, Retention Marketing

Senior Manager, Retention Marketing

Your key responsibilities will include:

• Provide oversight across all merchant retention channels and work effectively with the extended merchant team (e.g., Merchant Customer Operations, , and Distribution Partners) to develop and execute the SP/SMB retention strategy
• Leverage extensive direct response and database analytics experience, as well as prior experience of working with the customer operations teams, to retain SP/SMB businesses
• Leverage deep understanding of the payments industry and SP/SMB eco-system to retain our current merchants
• Develop retention marketing strategy for retaining our current share among our most valuable customers and manage all of the merchant-facing elements of the go-to-market process: research, messaging, positioning, collateral, and marketing communications
• Align all cross-functional activities and output to overarching retention strategy
• Develop and execute multi-channel communication strategies that leverage online, e-mail, phone, partner marketing, and experiential channels to retain PayPal's share in North America
• Be the voice of the merchant, the expert on insights, needs, and actual behavior, work hand-in-hand with market research and database analytics
• Own benefits marketing - clearly define the key benefits/proposition for each of our target segments and develop bold, telegraphic naming and messaging that bolsters comprehension
• Provide leadership, coaching and prioritization to team members.
• Lead internally and externally:
  
  
  
  • Collaborate cross-functionally with key internal partners, including Distribution Partners, Merchant Customer Operations, , as well as other members of the NA Customer Engagement team
  • Work effectively with external business partners to identify potential joint marketing opportunities
  • Manage agency and other outside consultants
• Develop budgets and forecasts and manage to them

• 7-10 years of experience developing and executing retention strategies across direct and indirect channels (preferably in SP/SMB marketing)
• 5 - 7 years of business-to-business marketing experience
• 5-7 years of direct response experience
• Deep understanding of the payments industry and eco-system
• Energetic and experienced leader and thinker
• Proven track record of success with B2B retention strategies and programs
• Strategic thinker - combine classic strategic marketing skills with experience in multi-channel marketing of practical products and services
• Superior relationship and influence management skills in interactions with senior leaders, peers, and external partners
• Proven track record of driving results in a fast-paced and constantly changing environment
• Demonstrated strong marketing, strategic, and creative thinking (benefits marketing/customer orientation)
• Must handle multiple priorities with a strong attention to detail
• Must possess strong analytic and problem solving skills
• Excellent written, verbal, and presentation skills. Proficiency in MS Word, Excel, PowerPoint, and Outlook.
• BA/BS from a four-year college or university. MBA preferred.

Basic Qualifications: