Loyalty & Retention Resume Sample

26 votes
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Serena Auer
723 Schmidt Island,  Dallas,  TX
+1 (555) 951 9861

Work Experience

Manager of Loyalty & Retention
12/2016 - PRESENT
Chicago, IL
  • BA/BS in Marketing, Business Administration, Hospitality, or other applicable field or equivalent required
  • Business Administration (MBA), Hospitality Management (MHM), Marketing (MSM) or related field desired
  • Build programs to improve customer experience during all points in the customer’s lifecycle
  • Strong knowledge of statistics, ideally with several years working on financial or marketing related modeling, analysis and reporting
  • Strong understanding of impetuses for churn
  • Demonstrated experience in leading successful retention and loyalty programs
  • Possess a strong background in channel marketing through retail or call centres
  • Hands on experience marketing through multiple channels: email, direct mail, call centres, retail and web channels and a solid understanding of analytics and applicable metrics for all tactics and channels
Customer Loyalty / Retention Professional
07/2012 - 09/2016
San Francisco, CA
  • Excellent strategic thinking, market research, and problem-solving skills
  • Demonstrated ability to influence all levels within an organization
  • Strong organizational skills with the ability to perform under tight deadlines
  • Demonstrated ability to work in a matrix team environment across multiple functions
  • An experienced people leader who inspires a high performance culture
  • Plan and execute bi-weekly Prepaid campaigns to drive inactive Bell, Solo and Virgin Mobile customers to top up their inactive accounts
  • Key Liaison between various marketing teams (Campaign, Contact Strategy, Business intelligence, Marketing communications, Pricing teams) to execute base campaigns targeting the right clients at the right time with the right offers
Analyst, Loyalty & Retention
04/2010 - 06/2012
Chicago, IL
  • Review and approve marketing briefs, client care positioning, training documents, channel communications, and any offer fulfilment through all identified channels to ensure messaging is clear and easy for channels to understand
  • Secure quarterly funding from hardware manufacturers to fund hardware upgrade programs
  • Prepare post campaign analysis and summary presentations for senior executives and business units to demonstrate the communication mix that best yields our desired results
  • Improve the online upgrade experience both through desktop and mobile app
  • Develop team objectives, monthly scorecard and action plan to attain targets
  • Experience in Channel, Marketing or Communications
  • Highly motivated able to proactively seek out innovative approaches to channel and business challenges
  • Analyzing issues merchants are experiencing and providing improvements to existing setups and products
  • Negotiating new contracts


Lindenwood University - Belleville Campus
2005 - 2010
Bachelor's Degree in Marketing

Professional Skills

  • Excellent strategic thinking, market research, statistics, modelling, and problem-solving skills
  • Participating in proactive campaigns and projects focused on retaining customers and improving the merchant experience
  • Cross selling value-added products or services in order to enhance the merchants processing experience
  • Track record of managing multiple stakeholders while delivering on strong results
  • Previous acquiring experience an asset
  • Providing insights on areas of opportunity to improve customer churn
  • Communicating results, forecasts, and strategy plans to the executive team

How to write Loyalty & Retention Resume

Loyalty & Retention role is responsible for design, reporting, architecture, telecommunications, database, training, finance, retail, strategic, customer.
To write great resume for loyalty & retention job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Loyalty & Retention Resume

The section contact information is important in your loyalty & retention resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Loyalty & Retention Resume

The section work experience is an essential part of your loyalty & retention resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous loyalty & retention responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular loyalty & retention position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Loyalty & Retention resume experience can include:

  • Strategic and analytical thinking skills, including the ability to quantify and analyze customer data/ results
  • Experience in creating, testing, and measuring retention strategies to drive incremental sales and optimized ROI
  • Experience managing customer retention and loyalty
  • Experience in a similar analytics role
  • Analyzing and proposing alternative processing solutions and options
  • $11/hr after training + commission and bonuses

Education on a Loyalty & Retention Resume

Make sure to make education a priority on your loyalty & retention resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your loyalty & retention experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Loyalty & Retention Resume

When listing skills on your loyalty & retention resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical loyalty & retention skills:

  • Handling inbound calls and escalations from at-risk Chase merchants
  • Handling outbound Loyalty calls
  • Servicing other merchant requests
  • Manage offer and adjustments reporting, ensuing the availability of data to support decision making; manage the offer and adjustment budget
  • Develop reporting for weekly results and support data driven decision making
  • $11/hr during training

List of Typical Skills For a Loyalty & Retention Resume


Skills For Manager of Loyalty & Retention Resume

  • Assist in maintaining the short term and long terms forecasts for subscriber losses and hardware upgrades
  • Leverage analytics to develop innovative retention pricing strategies to save our customers
  • Perform analysis and discover insights to drive change throughout the business
  • Create strategy presentations and give recommendations on how to steer our retention strategy
  • Maintain a high level knowledge of the Bell’s Product and Services, marketing strategies, and the competitive marketplace in order to convey and communicate company’s orientation and initiatives in the marketplace
  • Palm Leviwong, Manager, Customer Support Operations- “I love working here because of the dynamic atmosphere. It’s the work culture that pushes everyone’s boundaries. I've never worked in any organization that stands with their core values so seriously like Grab!”
  • Experience in leading the design and execution of programs across multiple communication channels including direct mail, e-mail, social media, search engine marketing and web

Skills For Senior Manager, Loyalty & Retention Resume

  • Always a data driven marketer, curious to learn more about customer behavior and key purchase drivers
  • Technically proficient and knowledgeable in architecture that gathers customer information and feeds database solutions that drives and supports CRM strategies
  • Understand the rationale and drivers for customer disconnects in order to better anticipate and proactively take action on our customer base
  • Lead development of key strategic campaigns for customer retention, which includes but is not limited to
  • Own retention offer and adjustment strategy from analysis through to execution
  • Run test and learn campaigns to improve strategy recommendations

Skills For Head of Loyalty, Retention & Operations Resume

  • Manage execution of offers in NBA
  • Identify process gaps and lead projects to close them
  • Partner with channel teams to trouble shoot and resolve offer gaps

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