Retention Manager, Database Prospects

Demant•Franklin Township, NJ

4d•$80 - $90•Hybrid

About The Position

The Retention Manager, Database Prospects is accountable for lower‑funnel performance for prospects and near‑conversion audiences. You will design and run nurture programs, partner with call centers to improve contact and qualification outcomes and turn data into action to remove friction from the path to booking, show, and conversion - while maintaining rigorous compliance and an excellent customer experience.

Requirements

Bachelor’s Degree (Business, Marketing, or related field)
5+ years of experience in CRM, retention marketing, or lifecycle marketing.
Strong knowledge of email, SMS, and direct mail marketing best practices.
Experience with marketing automation platforms (Salesforce Marketing Cloud, HubSpot, etc.).
Proficiency in A/B testing, customer segmentation, and data analytics.
Strong analytical skills with the ability to translate data into actionable insights.
Excellent project management and cross-functional collaboration skills.
Strong ability to manage multiple projects and deadlines under tight timelines.
Excellent stakeholder management and persuasive communication skills.
Advanced proficiency with CRM systems, data management, and analytics tools.
Track record of delivering measurable improvements in conversion or funnel performance.
Experience managing budgets for CRM or lead‑management activities.

Responsibilities

Nurture program design: Design, implement, and optimize short‑ and long‑term nurture journeys tailored to prospect intent and behavior.
Digital funnel expertise: Apply a strong understanding of digital acquisition channels, lead qualification, handover processes, and lower‑funnel response marketing.
Experimentation & A/B testing: Design tests to improve contactability, conversion rates, call‑center performance, and customer experience throughout the funnel.
Prospect journey reporting: Build clear reports on pipeline health, nurture performance, call‑center KPIs, and conversion (e.g., lead‑to‑conversion, appointment completion, cancellation‑to‑create, no‑show rate).
Insight‑to‑action mindset: Translate findings into operational improvements with clear owners and timelines.
Analytic tools: Demonstrate familiarity with Looker, Power BI, CRM dashboards, and marketing analytics tools.
Stakeholder presentation: Synthesize findings and communicate recommendations clearly to technical and non‑technical audiences.
Lower‑funnel diagnostics: Identify gaps in prospect journeys (lead quality, follow‑up times, call‑center performance, drop‑off points).
Tool proficiency: Use CRM systems plus Google Marketing Platform, Meta tools, and analytics platforms to extract actionable insights.
Data‑driven segmentation: Segment audiences (prospects) by intent, engagement level, channel, and likelihood to convert.
Regulatory knowledge: Operate with working knowledge of TCPA, state privacy laws (CCPA/CPRA, VCDPA, CPA), and HIPAA.
Lead capture & qualification (B2C; healthcare preferred): Deep understanding of intake, scoring, routing, and qualification logic.
Nurture program execution: Drive rapid‑response and long‑term engagement programs triggered by behavior and tenure stage.
Outbound channel optimization: Partner with call centers to refine scripts, KPIs, call cadence, and omni‑channel alignment (email, SMS, calls, chats).
Satisfaction & experience insights: Leverage call quality, speed‑to‑lead, and experience metrics to improve conversion.
Stakeholder management: Work across Acquisition and Analytics (and adjacent teams) to drive funnel improvements.
Call‑center partnership: Align internal call center on goals, KPIs, contact strategy, QA, and feedback loops.
Cross‑functional influence: Coordinate funnel improvements across channels and teams; influence without direct authority.
Leadership of initiatives: Lead multi‑team projects from ideation to execution and performance tracking.
Funnel management: Manage and optimize lower‑funnel journeys to maintain high‑quality lead flow and strong conversion rates.
Performance tracking: Monitor KPIs (CPL, contact rate, booking rate, show rate, conversion) and proactively address gaps.
Business alignment: Align nurture efforts with local and global business priorities.
Project leadership: Deliver improvements on time with measurable results.