Embrace Pet Insurance Hiring for Sr. Specialist, Customer Retention and Advocacy Job at Cleveland, OH Full Time

Embrace Pet Insurance is an industry pack leader that was awarded the top spot for pet insurance on the Forbes list of America’s Best Insurance Companies 2022. Along with our Great Place to Work certification, Embrace has been recognized 7 years in a row by The Plain Dealer as one of “Northeast Ohio’s Top Workplaces” and is a 10-time winner of the NorthCoast 99 Award, a program that recognizes 99 workplaces for top talent in Northeast Ohio.

As an employer, Embrace understands the value of supporting our team inside and outside of the office. By providing a good work/life balance and room for growth, we do all that we can to set our team up to win – professionally and personally. Embrace offers a competitive compensation model and benefits including, but not limited to; health insurance (human and pet), dental, vision, wellness reimbursement program, 401(k) with a company contribution, and flexible paid time off.

We value diversity — in backgrounds and in experiences. Pets are vital members of the family, and we hire people from all backgrounds and swaths of life to ensure they receive the best possible care. Embrace is empathetic, caring, and supportive; we are deliberate and self-reflective about the kind of team and culture that we are building. We are seeking individuals who are not only strong in their own aptitudes but also care deeply about supporting each other’s growth.

Overview:

Responsibilities:

• Optimize the existing customer journey through ensuring communications are clear, presented professionally, and are delivered at the appropriate point in the customer lifecycle.
• Monitor, analyze and communicate results for post-purchase customer journeys and recommend changes as necessary.
• Lead efforts to upsell and cross-sell existing policy holders through the addition of new pets and Wellness add-ons.
• Increase customer advocacy rate through refer-a-friend, rate and review, social sharing incentives, and other amplification programs.
• Create special customer retention efforts, such as milestones. In addition, identify at-risk members and create strategies to mitigate churn.
• Spearhead all value-added customer offerings and continuously optimize these programs.
• Inform content for email, video, SMS, direct mail, and any other customer-facing communications.
• Develop a perks and loyalty program for customers, establishing relationships with parallel businesses in our industry.
• Maintain a keen understanding of industry communications trends, technology, and best practices, and make the appropriate strategic and tactical recommendations to execute for Embrace.

Qualifications:

• 5 years of experience in Marketing, Communications, or program/project management.
• BA degree in Marketing, Advertising, Communications, or a related discipline, preferred.
• Exhibits empathy in interactions and displays the ability to foresee and understand the experiences of others.
• Passion for staying current on latest Marketing trends and creatively adopting them for our unique needs.
• Proficient with web analytics software and Microsoft Office.
• Excellent writing, editing, organizational, and interpersonal skills.
• Proven ability to manage projects across multiple teams.
• Demonstrated success designing and executing successful marketing and communications campaigns.