Retention Strategy Manager

PHH Arval is an award winning, business-to business service organization and one of the world’s leading automotive fleet leasing and management companies. Our clients include Fortune 500 corporations, government agencies, and service-related companies that operate fleets of cars and trucks. We help other organizations manage everything from vehicle acquisition to fuel, accidents, maintenance, expenses, fleet information, and vehicle resale.PHH offers exciting and challenging business opportunities, the potential to grow with the company, and an environment where your integrity, skills and contributions will be appreciated and rewarded. If you’re ready to shift your career to the next gear, check out the opportunities at PHH Arval.RESPONSIBILITIES:The Retention Strategy Manager is responsible for the development, management, implementation and ownership of retention initiatives across the business. The specific responsibilities of the position include:• Working across business areas, including Servicing, Brands Sales, Field Sales, Corporate Sales, Marketing, Finance, Operational Reporting and IT, to develop, implement and manage a single strategic plan, measurement and ongoing recommendations/refinement to improve retention rates across the solicitable portfolio.• Identify, expand and refine potential target populations; may be hands-on data mining or utilizing data pulled by third parties• Structure initiatives/tests at multiple touchpoints to optimize retention efforts; develop, analyze and present corresponding metrics and recommendations for further improvement• Refine target populations and corresponding efforts ongoing as market change occurs/opportunities arise• In the context of operational infrastructure and current technology, identify and develop processes and enhancements across the business to improve efficiency and results• Synchronize efforts of cross-functional team for maximum results• Leading the development, implementation and ongoing monitoring/refinement of a corporate-wide retention model, utilizing internal and external data sources, to facilitate automated targeting.• Lead vendor selection process, testing, implementation and training (if needed); ongoing vendor management• Understand interplay of value, payoff risk and motivators/triggers and impact on strategy and current/potential initiatives• Ongoing, develop comprehensive and integrated programs to address key targets based on model output, and measure and refine to maximize results• Participate in updating the model as needed• Creating, packaging and pricing a private labeled “retention product” for financial institution clients.• Packaging results of retention initiatives for distribution/presentation internally and to external clients.• Identifying, developing and implementing other data-oriented opportunities including lead generation, cross-sell of internal products, cross-sell on behalf of clients (i.e. bank/FI products to those existing customers) and CRM systems.• Providing ongoing reports to the business on progress of key initiatives.• Establishing and managing budget.Specific tasks of the position include:• Collaboration and regular dialogue with Corporate Sales, Brands Originations, Field Sales, Loan Processing, Servicing, Marketing, Finance and IT as well as Legal, eBusiness and other departments as the need exists; ability to bring different disciplines together under a single strategic umbrella for maximum effectiveness and efficiency.• Identification and collaborative development of new opportunities and corresponding measurement plans to improve retention rates.• Identification and collaborative development of recommendations; and possible presentation of recommendations and findings to external clients. • Flawless execution of on-time, on-budget initiatives across all channels.• A thorough, up-to-date understanding of marketing, sales support, retention, data marketing and research best practices, as well as the practices of our competition.• Business case development, results analysis, reporting and corresponding recommendations for improvement.• Budget management and adherence.Qualifications:• Bachelor’s Degree required and 5+ years of industry related experience. • Experience building and managing retention programs; financial services focus, especially in the mortgage industry, a plus.• Extensive customer database experience with demonstrated ability to identify, lead, implement, manage and measure successful strategic initiatives; includes interpreting/analyzing customer, industry and market data, identifying opportunities and trends and formulating/implementing coordinated recommendations across multiple channels. Hands-on experience extracting data a plus.• Familiarity with operational and technological infrastructure related to customer databases/retention models/CRM systems, to help inform strategy and implementation and ongoing execution.• Ability to interpret data for ongoing enhancement of marketing and sales plans; experience with data marketing analytics and quantitative analysis required.• Proven ability to manage priorities and resources.• Strong writing, communication and team-building skills.• MS Word, MS Excel, MS PowerPoint.Not Applicable