Customer Retention and Loyalty Manager

Job Description

Responsibilities

NBC Sports Next is where sports and technology intersect. We're a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology within our three groups: Youth & Recreational Sports; Golf; and Betting, Gaming & Emerging Media.

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips; TeamUnify, swim team management services; GoMotion, sports and fitness business software solutions; and NBC Sports Edge, a leading platform for fantasy sports information and betting-focused tools.

At NBC Sports Next we're fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.

Come join us as we work together as one team to innovate and deliver what's Next.

At GolfPass, we aspire to be GOLF's most forward-thinking and customer-centric platform: To become the one-stop shop where golfers come to find and discover everything needed to connect with their passion. And, while we've launched and are off to a great start, we are far from done, and we must continue inventing on behalf of our members globally to earn and then maintain our place as a relevant, crucial and irreplaceable component of their golf lives. Our aim is to continually iterate and expand our pillars and benefits, by inventing and adding incredible new ones.

The Manager, Retention & Loyalty will be responsible for assisting in the day-to-management of GolfPass membership retainment as well as the GolfPass/GolfNow/TeeOff Loyalty program. This includes optimizing current retention strategies, implementation of new processes and analysis of performance, loyalty program optimizations and KPI analysis of loyalty performance. The successful candidate will be performance driven, detail-oriented with great analytical and project management skills. The Manager, Retention & Loyalty must have the ability to work closely and communicate effectively with multiple teams.

Job Duties
• Assists with delivering business results against member retention forecast and budget management for existing members
• Responsible for partnering with appropriate marketing groups to develop and execute member engagement, retention, and loyalty campaigns through various channels: email, mobile, web…etc.
• Work with the appropriate teams to create and implement data driven customer engagement plans and optimize throughout the customer life cycle to maximize LTV.
• Manage ongoing performance tracking, communicating out to a variety of team members and key stakeholders.
• Responsible for working with team and key stakeholders to define project tasks and required resources for each project, as well as create and communicate overall project schedule and timelines. Ensuring that the scope, business case, objectives and success metrics for projects are well defined, communicated, measured and reported on effectively.
• Track deliverables and ensure project timelines are met through professional follow up and communication with multiple teams including Marketing, Technology, Sales, Legal, Member Care and Revenue, constantly monitoring and reporting on project progress
• Constantly monitors and evaluates Loyalty program performance and investigates opportunities in order to recommend promotions and strategies that drive spend and member engagement (e.g., ROI, new member acquisition, increased frequency, etc.)
• Manages all day-to-day activities associated with the overall success and growth of loyalty program
• Proactively problem solves and enhances the member experience
• Represents the Retention & Loyalty Development department in cross-functional projects and/or task forces (as assigned)
• Stays up to date on industry trends and standards

Qualifications/Requirements
Basic Qualifications
• Possess 4+ years of relevant loyalty and customer retention experience
• Thrive in a dynamic, fast-paced, environment where you must take on multiple responsibilities and do what it takes to get things done – finding a way to yes!
• Proven track record of successfully delivering multiple projects simultaneously, building appropriate processes and tools along the way to improve efficiency and effectiveness.
• Strong relationship building/partnering skills and the ability to work with varying levels of individual contributors and management. Comfortable presenting to superiors.
• Naturally organized, analytical and detailed oriented. Energetic self-starter passionate about professional integrity and excellence with a positive attitude and contagious enthusiasm
• Critical thinking and problem solving are a must, with the ability to use analytical skills to solve daily problems.
• Attention to detail and quality-must rigorously check own work for accuracy.
• Experience presenting and articulating complex concepts, possessing excellent communication and presentation skills, both written and verbal

Desired Characteristics

Desired Qualifications
• Experience working with subscription/membership models
• Experience working within the ecommerce or the golf industry is highly desired
• Experience with retention strategies and payment strategies
• Experience in building loyalty programs and campaigns
• Project management skills and best practices.
• Basic sql experience
• Strong excel experience

Jobcode: Reference SBJ-d21oj6-3-15-156-140-42 in your application.