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Mgr, Cust Retention & Internet Mkt
# Positions: 1
Location: US-PA-East Texas
Company: ACCO Brands Corporation
Business Unit/Segment: Day-Timers
External Referral Bonus: Eligible
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Position Summary:
By owning the relationship with current Day-Timer customers, the Customer Retention and Internet Marketing Manager plays a critical role in driving the profitability of the Direct to Consumer business. This role aims to maximize renewal rates through effective segmentation and targeted multi-channel promotions. With responsibility for www.daytimer.com, this position also directs the most important way we communicate with our customers.
This role offers an excellent career growth opportunity for someone who has B2C multi-channel direct marketing experience.
Responsibilities will include:
* Maintain full profit and loss responsibility for all customer retention efforts, exceeding targeted renewal rates at highly profitable advertising/sales ratios.
* Play a major role in the redevelopment ofwww.daytimer.com, creating an environment which represents the brand, allows customers to gain knowledge and features effective conversion paths for transactions.
* Build marketing plan for new electronic planning products (iPhone apps, software, online calendaring) including the development of creative briefs.
* Develop segmentation plan for current customers based on behavior. Create relevant contact strategies for each group making effective use of all available media channels (direct mail, online, e-mail, telemarketing).
* Enhance cross-sell and upsell strategies across all customer contacts to increase customer satisfaction and to improve lifetime value.
* Create similar life cycle retention strategies for loyal customers.
* Aim to increase renewal rates through implementation of an auto-renewal program adopted by a high percentage of customers.
* Lead testing strategy centered on both offers and creative approaches. Ensure each test features accurate execution, rigorous analysis and clear identification of business implications of the results.
* Partner with the creative team to develop compelling copy and design for customer retention efforts across all media.
* Lead Catalog P&L management from merchandising to creative to promotion planning.
* Ensure the brand’s editorial voice and content are well-presented on the website through work with the consumer marketing team.
* Oversee the daily life ofwww.daytimer.com, ensuring the site always functions reliably and adapts to the changing needs of the marketplace. Work on enhancements to improve customer involvement, interaction and conversion.
* Act as a representative for online marketing “best practices” across the company.
* Serve as a knowledgeable voice in the product development process, representing the needs of the Day-Timer customer base.
* Manage two direct reports responsible for marketing communications and website front end development.
* Work with the Distribution team on messaging and presentation of the product in outgoing shipments, balancing cost with effective marketing communication.
* Ensure open-bill offers produce acceptable payment rates through work with the Billing and Credit team.
* Partner with the Analysis team to create a set of retention key metrics and to generate accurate projections for budget and forecast.
Position Qualifications:
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Bachelors required. Masters preferable.
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Minimum of 7+ years of B2C direct marketing experience in a multi-channel marketing environment required.
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Proven experience in developing customer retention strategies required.
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Internet on-line marketing experience is required, including experience with new product introduction and launches
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Track record of profitable channel management required.
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Understanding of website infrastructure and content management required.
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Knowledge of Google Analytics or other web analysis tools to examine data, identify patterns and interpret results required.
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3+ years playing an active role in managing a consumer-oriented website required.
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Experience with social media marketing beneficial.
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Background in subscription or continuity marketing a plus.
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Consumer insight and marketing segmentation experience is highly desired
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Proven experience with developing strategic direct marketing plans required
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Effective relationship management with both internal contacts and outside vendors
ADDITIONAL INFORMATION
Limited travel to visit vendors, conferences or trade shows.
Company Overview:
At Day-Timer we provide a broad range of personal organization and time management solutions to increase your personal effectiveness, efficiency and productivity. We offer more than 100 paper-based, computer and Internet-based products for business, school, and home use as well as the Day-Timer Center for Productivity Training. Day-Timer is a well established brand within ACCO Brands, Inc. representing 65% of the organization’s $1.6 billion in sales. As one of the world\'s largest suppliers of office products we pride ourselves in reaching the world on a daily basis with our products. Businesses and workers in more than 100 countries use our products each day, and our reach is enhanced through a strategic manufacturing and distribution network. Here at ACCO Brands, Inc., we\'re proud of our long history of industry leadership and innovation, and we\'re focused on delivering exceptional value for our shareholders and customers by providing unique, leading-edge, branded office products.
ACCO Brands Corporation is an Equal Opportunity Employer.

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