Customer Retention Manager jobs in Washington

ARE YOU A DIRECT MARKETING ALL-STAR
Looking for a Fantastic Place to Call Home?

If so, you will definitely want to keep reading…

Hello… my name is Jesse Cannone, and I am the owner and CEO of The Healthy Back Institute. We help people live pain-free lives through a holistic system of educational content and proven solutions and products. Our Mission is to be the number one leader in joint pain management. 

We seek a Director of Customer Marketing!

As our Director of Customer Marketing, you will help us reach our mission by driving profitable sales growth in multiple sales channels by focusing on improving the customer experience, expanding brand loyalty, and increasing customer LTV.

FOCUS AREAS

• Drive profitable sales growth across all DTC sales channels.
  • Email Sales
  • Direct Mail / Package Inserts / Catalog
  • SMS/Text
  • Outbound Telemarketing Strategy- (offers/products)
• Increase customer engagement, retention, repeat purchase rate, and customer LTV!
• Leadership Qualities- Building and Developing a robust and efficient team

THE ROLE

You will play a pivotal role in shaping our customer lifecycle. Accountable for identifying the right combination of strategies, tactics, triggers, and channels across different customer journey phases, you’ll have the opportunity to lead the design and planning for customer engagement from onboarding through advocacy. 

By partnering cross-functionally to increase customer retention and lifetime value, you will drive back-end monetization through effective customer marketing campaigns and loyalty programs.  You will educate customers about new products and services, resulting in strong customer relationships and increased retention across The Healthy Back Institute’s customer base.

THE TEAM

Our team has the honor of driving customer engagement and loyalty to create raving fans of our products.  With three direct reports, this team is responsible for engaging with customers from the point of sale throughout the rest of the lifecycle, owning back-end monetization and marketing communications to match products with our customer’s needs effectively. 

Cross-functionally, the Customer Marketing Team works with the Customer Acquisition, Sales, Product, Analytics, and Customer Service teams to bring our strategies to life. We work closely with the rest of the organization to drive new product and partner launches, product engagement, and adoption. 

WHO YOU ARE

• The Voice of the Customer 
• Collaborative and cross-functional Communicator
• Agile Analyzer
• Proactive Self-Starter
• A strong People Leader 

WHAT YOU HAVE

• A proven track record of driving profitable revenue growth via multiple sales channels by improving customer retention and lifetime value
• 8 years of direct response marketing experience focusing on Email Marketing and sales, SMS / Text, Direct Mail, Print Catalog.
• Have worked in high growth, fast-paced direct response, and e-commerce companies selling DTC.
• Ability to translate data into business and customer insights and understand A/B test setup and analysis. 
• Proven success in journey mapping and developing customer engagement, retention, and upsell marketing programs
• Strong experience managing a team and driving results through others
• Deep experience in using and optimizing Marketing Automation Systems
• Growth mindset, adaptability, and a drive for continuous improvement

If you have a passion for direct response customer marketing, a positive and proactive attitude, and want to grow and stretch in your next role, we’d love to talk with you!

PLEASE GET TO KNOW US 

Learn more at www.losethebackpain.com

Everything that happens at the Healthy Back Institute is rooted in our core values: 

Freedom, Love, Team, Growth, Courage & Excellence

These values are the foundation of serving our customers and how we treat each other.

Why Team Members Like Working for HBI

The People. You will be surrounded by some of the most talented, supportive, intelligent, kind people, leaders, and teams – people you can be proud to work with.

The Mission. At HBI, we are relentlessly focused on helping people live pain-free lives.  It feels good to serve others – and HBI is the leader in helping people live pain-free lives.

The Benefits.

• A healthy work/life balance and flexible schedule
• Remote/virtual work-from-home position
• Medical, dental, and vision insurance (full-time only)
• 401K Retirement Plan
• Life and disability insurance
• Flexible PTO (full-time only)
• Paid travel
• Paid continuing education
• Performance-based bonuses
• Discount on HBI products
• A unique team-centered culture is felt at all levels of the company!

Just to let you know, before applying for the role, we take hiring very seriously. Interviewing with us may include video and phone interviews, assessments, projects, and scenario-based situations. Although we cannot follow up with each candidate, we do our best to run a thorough process for candidates we identify as a potential fit.