Job Description

The Retention & Loyalty Specialist will be responsible for assisting in the performance and day-to-day functioning of the GolfPass membership retainment as well as the GolfPass Loyalty program. This includes analysis of retention and loyalty performance, project management, member research, and building ad hoc and ongoing campaigns to meet goals. The successful candidate will be performance driven, detail-oriented with great analytical and project management skills. The Retention & Loyalty Specialist must have the ability to work closely and communicate effectively with multiple teams.

• Assists with delivering business results against member retention forecast and budget management for existing members
• Partner with appropriate marketing groups to develop and execute member engagement, retention, and loyalty campaigns through various channels: email, mobile, web…etc.
• Work with Manager, Retention and Loyalty to deliver ongoing performance tracking, communicating out to a variety of team members and key stakeholders.
• Responsible for working with team and key stakeholders to define project tasks and required resources for each project, as well as create and communicate overall project schedule and timelines. Ensuring that the scope, business case, objectives and success metrics for projects are well defined, communicated, measured and reported on effectively.
• Track deliverables and ensure project timelines are met through professional follow up and communication with multiple teams including Marketing, Technology, Sales, Legal, Member Care and Revenue, constantly monitoring and reporting on project progress
• Manages relationship with Member Care to ensure they are up to date on all campaigns
• Works with CRM team to ensure proper data flows and all communications are validated prior to sends
• Represents the Retention &Loyalty Development department in cross-functional projects and/or task forces (as assigned)
• Stays up to date on industry trends and standards

Qualifications

• Possess 3+ years of relevant loyalty and customer retention experience
• Thrive in a dynamic, fast-paced, environment where you must take on multiple responsibilities and do what it takes to get things done – finding a way to yes!
• Comfortable presenting to superiors.
• Naturally organized, analytical and detailed oriented. Energetic self-starter passionate about professional integrity and excellence with a positive attitude and contagious enthusiasm
• Critical thinking and problem solving are a must, with the ability to use analytical skills to solve daily problems.
• Attention to detail and quality—must rigorously check own work for accuracy.
• Experience presenting and articulating complex concepts, possessing excellent communication and presentation skills, both written and verbal
• Basic sql experience
• Strong excel experience
• Must be willing to work in Orlando, FL

This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

Desired Characteristics

• Experience working with subscription/membership models
• Experience working within the ecommerce or the golf industry is highly desired
• Experience with retention strategies and payment strategies
• Experience in building loyalty programs and campaigns
• Project management skills and best practices.

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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