Customer Relationship/Retention Marketing Director

Customer Relationship/Retention Marketing Director

Cleveland, OH, OH

Description

Arrow International is the world's largest manufacturer and supplier of charitable gaming products and solutions. We produce and distribute a wide array of products including consumables (pull tab tickets, bingo paper and ink, etc.) as well as world class, state-of-the-art, electronic gaming products. Our products are sold, installed, and operated in numerous social and gaming venues around the world. We continue to grow at a record pace and offer this exciting career opportunity to join our team where we are focused on attracting and engaging exceptional talent, empowering colleagues to achieve fulfilling careers, and creating fun and engaging products that are second to none for our customers.

Requirements

Position Summary

As a Customer Relationship/Retention Marketing Director, your primary responsibility will be to develop and implement strategies to enhance customer visitation and increase customer retention through our rewards program. You will be marketing through a retail environment, managing a loyalty style rewards program that measures retail/store visits and encourages more frequent visits. Additionally, you will be responsible for designing reward promotional programs, monthly and quarterly prizes for visitors, and developing engaging member programs.

Primary Roles and Responsibilities

• Develop and implement a comprehensive customer engagement strategy to increase program activity and drive repeat business.
• Manage, optimize and measure the retail-based program, ensuring it effectively measures store/venue visits and encourages more frequent visits.
• Design and execute reward promotions that incentivize customers to engage with the loyalty program and make repeat visits.
• Create and manage monthly and quarterly prize programs to reward presence of customers and incentivize continued engagement in program.
• Analyze customer data and insights to identify trends and opportunities for improving customer retention and loyalty.
• Collaborate with cross-functional teams, including marketing, sales, and customer service, to align strategies and initiatives that support customer retention goals.
• Monitor and evaluate the effectiveness of customer retention initiatives, making recommendations for optimization and improvement.
• Stay updated on industry trends and best practices in customer retention marketing, incorporating innovative strategies into the company's loyalty program.
• Manage a team of marketing professionals, providing guidance, support, and mentorship to drive results.

Requirements

Experience and Education

• BA or BS in marketing, business, or a related field. MBA preferred.
• Proven experience in customer retention marketing, preferably in a retail or consumer-focused or casino industry.
• Market Agency and multi-project marketing experience a plus.
• Experience in designing and executing reward promotions and prize programs.
• Proficient in analyzing customer data and utilizing insights to drive strategic decision-making.
• Fulfillment Center management a plus.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Strong leadership and managerial skills, with the ability to motivate and inspire a team.
• Creative thinking and problem-solving abilities to develop innovative customer retention strategies.
• Exceptional organizational and project management skills, with the ability to prioritize and multitask in a fast-paced environment.
• Knowledge of marketing automation tools and CRM systems.

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