Customer Retention Manager jobs in Winston Salem, NC

Reynolds American is evolving at pace - truly like no other organization.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

SENIORITY LEVEL: Junior Level

FUNCTION: Marketing

LOCATION: Winston-Salem, NC

ROLE POSITIONING AND OBJECTIVES

This role is part of Marketing – Activation (New Categories)

The Lead Manager E-Commerce Retention Marketing is responsible for the development and execution of lifecycle management and retention marketing efforts with a focus on measuring and improving customer lifetime value.

Reports to: Director, Ecommerce Marketing

Reporting Level: No direct reports

Geographic Scope: Regional

WHAT YOU WILL BE ACCOUNTABLE FOR

• Develop and execute strategic plans for growth of key retention programs to meet ecommerce KPIs. Develop and supervise new KPIs when needed to ensure objectives with lagging metrics are on target. Ensure plans integrate with other ecommerce objectives and programs.
• Brief and partner with digital activation to execute retention focused marketing strategy, with a focus on consumer path to purchase, segmented messaging where applicable, and reproducible results.
• Lead updates to marketing campaign calendar for retention related marketing activities. Communicate across functions when timing and/or strategy shifts occur.
• Provide data-driven insights and meaningful recommendations to continually improve customer experience and business results. Partner with Sr. Manager Ecommerce Analytics for insights and reporting.
• Understand the customer journey, key stages and interactions that impact customer happiness to measure the impact of retention programs. Partner with Sr. Manager Ecommerce Consumer Journeys for optimizations.
• Lead retention business strategy of site improvements through partnership with UX, Ecomm Ops, and IDT teams.

CAN THIS BE YOUR FUTURE ROLE?

• Do you have at least 3 years of e-commerce marketing campaign experience?
• Have you executed multiple end-to-end e-commerce marketing campaigns previously?

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Strong communication and project management skills.
• Basic understanding of campaign execution via Adobe Experience Cloud.
• High capacity to coordinate and prioritize multiple projects and tasks. Experience using workflow and/or defect tracking systems (JIRA) preferred.
• Analytical approach, validated ability to derive actions from data.
• Experienced with Mac, Windows and mobile devices mobile OS.
• Bachelor’s Degree Required.

BENEFICIAL

• Adobe Experience Cloud.
• JIRA or other project management systems.
• MBA preferred.

Job Number: 37897

Reynolds American Incorporated is positively transforming the tobacco industry. We’re a family of companies that strives for success in everything we do. The future inspires us because our people are igniting the breakthroughs that are redefining the ways adult tobacco consumers enjoy tobacco in the 21st century.

When other companies talk about growth, they only talk about size. At Reynolds American, we focus on the growth of our people. We take pride in each other’s growth and well-being throughout our careers. We invest in your career and total well-being because we know our companies succeed when our people thrive.

ABOUT OUR ORGANIZATION:

Reynolds American Inc. is an indirect, wholly owned subsidiary of British American Tobacco p.l.c., and the U.S. parent company of R. J. Reynolds Tobacco Company; Santa Fe Natural Tobacco Company, Inc.; American Snuff Company, LLC; Modoral Brands, Inc.; R. J. Reynolds Vapor Company; Lorillard Licensing Company, LLC; Reynolds Brands, Inc.; and Vuse Stores LLC.  This position is with [[custContractualLE]].

Here, you’ll have the opportunity to work on iconic brands and revolutionary products by collaborating with visionary, principled and passionate people every day.

Compensation/Targeted Bonus

• Competitive Annual Salary
• Targeted Annual Bonus
• Relocation assistance available for those who qualify.

Benefit Summary

Our company offers very competitive benefit plans, including:

• 401(k) plan that offers opportunity to save on pre- and post-tax basis up to 50 percent of eligible compensation. Company matches 100 percent of employee pre-tax/Roth (401k) contributions up to six percent
• Comprehensive health- and welfare-benefits package
• Eleven paid company holidays annually, plus a generous paid vacation plan based on length of service
• Company-paid sick and personal days, funeral leave and jury duty leave; Also Parental leave/Reduced Work Schedule
• Confidential personal financial counseling service
• On-site health clinics and fitness centers
• A matching grants program that enables employees to direct and double their donations to qualifying charitable organizations of their choice
• Health-care advocacy service
• Volunteer service opportunities
• Federal credit union membership through Allegacy Federal Credit Union
• Extensive training opportunities  

Reynolds American Inc. and its affiliated companies is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly via email at reynoldsamerican_recruitment@bat.com.

Our organization offers a level of challenge, responsibility and creativity for motivated employees that stands apart from the crowd.

We are also committed to employing a diverse workforce and valuing different perspectives, experiences and talents to maximize the company's potential for successfully achieving its business objectives.

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