SMB Retention Marketing Manager Job in San Jose, California US
SMB Retention Marketing Manager
Primary Job Responsibilities With millions of businesses already using PayPal to accept credit cards and grow sales, we are looking for a seasoned leader with a proven track record of success and extensive experience in developing and executing retention marketing strategies and communications. The ideal candidate has experience in defining both communication and retention marketing strategies, developing and executing B2B campaigns, leading large cross-functional groups to deliver results, and leveraging the payments eco-system to drive merchant loyalty and retention via multiple direct and indirect channels. You will have direct responsibility for developing and managing our communications strategy. You?ll be working closely with our business partners in Risk, Merchant Customer Operations, PayPal.com, NA Product, and Distribution Partners to influence our communications strategy and execution. Responsibilities Your key responsibilities will include: Help develop and implement the retention and trust and safety communications strategy for the SP/SMB segment, NA?s most valuable customer segment Provide oversight across all merchant channels and work effectively with the extended merchant team (e.g., Risk, Merchant Customer Operations, PayPal.com, and Distribution Partners) to develop and execute the retention and risk communications strategy which may also include making improvements to the end to end customer experience Manage all of the merchant-facing elements of the go-to-market process and post campaign analysis including research, messaging, positioning, collateral, marketing communications, and campaign performance analysis Leverage extensive direct response and database analytics experience, as well as prior experience of working with the customer operations teams, to market and retain SP/SMB businesses 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 Identify, quantify, and prioritize opportunities to test in market and/or research/analyze further. Develop a test and learn strategy which includes developing a test plan to test key ideas which should inform the rollout of your strategy. Be the voice of the merchant particularly when it comes to experiences around customer?s risk events, the expert on insights, needs, and actual behavior, work hand-in-hand with market research and database analytics Lead internally and externally: Collaborate cross-functionally with key internal partners, including Risk, Distribution Partners, Merchant Customer Operations, PayPal.com, 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