Lafayette, LA • Full-Time
Waitr Holdings, publicly-traded parent company of high growth restaurant delivery brands Bite Squad and Waitr is on the hunt for a well-rounded Director of Retention Marketing. This is a perfect opportunity for a high caliber Director with 3-5+ years of leading retention efforts for a consumer brand.
The ideal candidate has experience across the full customer life cycle for a subscription, software or e-commerce brand with a deep understanding of integrated 360 marketing campaigns and retention analytics for a consumer product or service. A perfect fit would mean you have a history of improving customer retention through your work and cross-departmental collaboration. You will have a passion for analytics and suggesting iterations based upon your analysis to have the largest impact on customer retention as possible.
This role reports to the CMO and will focus on delivering and analyzing cohort retention metrics and continuous testing of new initiatives to increase customer engagement and minimize churn. Including analyzing customer data from our subscription and loyalty programs to inform key improvements.
The Director, Retention Marketing will own all retention analytics and test new ways to keep customers engaged and active with a focus on inactive and less engaged customers. Responsibility for the role may include:
Reporting out on overall engagement and retention rates (and key drivers) to senior leaders as well as more detailed reporting for the retention marketing team
Analyzing cohort performance by product, segments, geography, channel, and other factors to understand LTV
Working with internal stakeholders (e.g., Business Intelligence/marketing) and/ or outside vendors to develop a new predictive model to proactively identify customers most at risk to churn in order to target efforts to keep them engaged
Conducting analyses to understand when and why customers churn, as well as constantly running tests for new strategies to keep customers engaged or win them back
Partner with our product and marketing teams to test and deploy improvements to the customer journey to decrease churn.
Required Education and Experience
2-3 years of Payroll experience.
Preferred Education and Experience
5+ years of relevant experience, including retention marketing for a consumer subscription or e-commerce brand
prolific analytical skills – ability to formulate logical, data-driven business insights and test new ideas to improve retention
Strong leadership skills and ability to influence and empower
Comfort working collaboratively across multiple departments including but not limited to business intelligence, product, marketing and customer support.
Exemplary written and oral communication skills with the ability to present comfortably yo senior leaders
Ability to identify, prioritize, and focus on the tasks that drive the most value
Ability to work independently to deliver tangible, measurable results
Positive attitude and flexibility to adapt quickly as things change