Please direct your responses to: sheila_pascoe@ecstrategiesinc.com
eCommerce Retention Program Manager
Overview
The retention program manager will sit in Kaspersky's North America eCommerce sales organization with responsibility for defining and managing online store programs for Kaspersky's existing customers and driving increased sales and customer retention across US and Canada.
Success in this role requires a strong command of America's eCommerce trends and best practices, and ability to work with cross-functional teams to execute quality programs on time.
Responsibilities
• Drive quality, timely program execution in line with retention business objectives and strategies
• Execute against all phases of the retention / renewal lifecycle (pre- and post-sales programs, in-store renewal experience, traffic driver programs)
• Manage programs including email, paid search, online chat, in-product messaging, promotions
• Define and optimize offers and upsell strategy
• Track and monitor online stores to ensure correct experience is presented to customer according to product, segment, channel, etc.
• Forecast program sales and manage programs to deliver against forecast
• Partner with optimization team to execute A/B and MVT tests in line with high-level objectives and strategies
• Develop understanding of customer purchase behavior and key decision drivers
• Drive product launch requirements and execution for online retention sites
• In-depth understanding of America's retention KPIs
Qualifications
• 3-5 years eCommerce experience
• Experience managing and executing email and / or other direct selling campaigns
• Comfort with eCommerce analytics, KPIs and data analysis
• Demonstrated analytics and problem solving skills
• Excellent verbal and written communications skills
• Experience working with cross-functional teams
• Self directed and ability to work independently as required
• Strategic problem solver
• Bachelor's degree in business or related field
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