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Director of Customer Retention Resume Example

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DIRECTOR OF CUSTOMER RETENTION
Summary
10+ year veteran of the mobile industry with track record of execution in mobile and web. Expertise includes:
  • Mobile and web user acquisition and viral optimization
  • Planning and executing successful events
  • Developing productive co-marketing relationships
  • Launching new products and services
  • Mobile advertising and social media campaign management
  • Marketing SDK integrations
  • Dramatically increasing ongoing usage of mobile and web applications
  • Driving visibility and usage of products through guerilla and social media marketing
  • Developing enthusiastic user communities that drive viral growth
  • Creating and delivering strong presentations
Accomplishments
Won 2009 SXSW People's Choice and Best Community Website Award 
Experience
Director of Customer Retention
October 2015 to Current
CareZone - San Francisco, CA

Created, developed and grew the customer service and retention team to 15+ members

Defined process for billing customers and built out billing team to 3+ members

Own churn and customer life cycle

Successfully decreased user churn by 30% over first 3 months

Manage referral and point based reward program

Director of User Acquisition
April 2015 to October 2015
Carezone - San Francisco, CA

Manage acquisition marketing strategies and tactics for iOS and Android with a focus on data driven decisions and optimizations for efficiency

Manage financial performance and recommend budget allocations based on analytics and KPIs

MMP implementation and multi-touch attribution points to better understand user life cyle

Serve as a thought leader for the Marketing team, pushing forward new ideas and creating a high-performance, metric-driven organization

Sr. Manager User Acquisition / Technical Operations
March 2014 to April 2015
KABAM - San Francisco, CA

Execute cross-franchise analyses of global User Acquisition spending to identify optimization opportunities

Drive on-going operational improvements across the User Acquisition function

Manage all Beta game launches

Manage all User Acquisition related invoicing and accounting accruals

Direct all technical and operations-related work for User Acquisition (Affiliate tracking, SDKs, business intelligence pipeline, cost entry/tracking, new vendors)

Work with internal tech resources to provide input to improve vendor documentation, APIs and workflows to optimize the ad tech integration process for various stakeholders.

Director of User Acquisition
November 2013 to March 2014
PHOENIX AGE Kabam - San Francisco, CA

Manage marketing acquisition / top-level user funnel.• Lead paid acquisition marketing efforts to achieve Volume, Quality and ROI acquisition goals

Implemented downstream event tracking in 3rd party MMP's that led to 10% increase in payer conversion and 15% increase in spend efficiency

Develop A/B testing programs to maximize acquisition efforts and return

Work with product teams to identify features that improve effective customer acquisition

Conduct analysis and work with business intelligence team to determine value of acquisition efforts and optimization

Generate performance reports and present to senior management

Sr. Marketing Manager
June 2012 to November 2013
AERIA GAMES & ENTERTAINMENT - Santa Clara, CA

Created and executed consumer-focused marketing plans

In charge of all user acquisition for Tier 1 English speaking countries

Scaled budget to $500k monthly with positive ROI

Responsible for tracking and lead flow; back-end reporting, media optimization and program enhancements

Drive internal advertising strategy and development process

Make decisions on timing and importance of creative, planning & media needs across multiple projects

Optimize conversion funnels

Negotiate advertising rates

Director of Marketing
November 2011 to April 2012
BECOME, INC - Sunnyvale, CA

Successfully launched iLoveThi.is - over 50k downloads in the first 2 months and was featured by Apple

Lead user acquisition - launched marketing campaigns on TapJoy and AdMob increasing downloads by 10x

Director of Marketing and Business Development
February 2010 to November 2011
FunMobility - Pleasanton, CA

Negotiated and closed licensing deals with high profile iPhone applications (Fruit Ninja, ZombieFarm, Battle Bears)

Managed team of 7 people including Marketers, Artists and Interns

In charge of all mobile user acquistion

Responsible for all iPhone/Android ad-supported revenue

Plan and execute all tradeshow presence: E3, SXSW, Uplinq, BlogWorld

Led rebranding efforts of FunMail.com

Co-Founder
December 2007 to June 2012
Escape Plan B - Pleasanton, CA

Co-founded profitable trans-media business (web + mobile apps + book + film)

Successfully published more than 200 iOS, Android, and RIM applications to various app stores, together achieving 10.2 million downloads

Peaked at #7 rank for paid Entertainment on Apple App Store

Peaked at #1 rank for overall free on Apple App Store

Launched and managed Lostzombies.com (LZ), award-winning online community for zombie film enthusiasts, over 35k registered members

Lead pivot from focusing on film to focusing on all media (sound clips, stories, poems, pictures) which increased time on site 250%

Negotiated publishing deal with Chronicle Books (Dead Inside: Do Not Enter - Sept '11)

“People's Choice” and “Best Community” Awards, SXSW, 2009

Pixel Awards “Peoples' Choice Award,” 2009

Honoree: Webby Awards, 2009

Community Director
November 2007 to February 2010
FunMobility - Plantation, CA

Manage user acquisition for over 20 mobile applications, resulting in acquisition of over 500,000 registered users

Successfully triaged customer complaints, feedback, refunds and other community issues

Created and directed monthly contests to increase brand awareness and create a more robust user environment

Content Marketing Manager
January 2006 to November 2007
FunMobility - Pleasanton, CA

Managed marketing of multiple wallpaper/ringtone mobile applications, resulting in 60% improvement in 2007 and 2008

Analyzed daily sales data and trends and used findings to successfully re-merchandize applications and capitalize on market conditions

Proactively directed creative team, anticipating needs of users and trends in marketplace and implementing product changes that drove improved usage

Education
Bachelor of Science : Business AdministrationSACRAMENTO STATE UNIVERSITYBusiness Administration
Skills

Highly proficient: Microsoft Office Suite, SQL and Photoshop

Mobile and web advertising campaign management: FaceBook, Twitter,Google AdWords, MAT,AppsFlyer and more

Social media outreach and campaign management including: Facebook, Twitter, Tumblr, Instagram,Pinterest and more

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • CareZone
  • Carezone
  • KABAM
  • PHOENIX AGE Kabam
  • AERIA GAMES & ENTERTAINMENT
  • BECOME, INC
  • FunMobility
  • Escape Plan B

School Attended

  • SACRAMENTO STATE UNIVERSITY

Job Titles Held:

  • Director of Customer Retention
  • Director of User Acquisition
  • Sr. Manager User Acquisition / Technical Operations
  • Sr. Marketing Manager
  • Director of Marketing
  • Director of Marketing and Business Development
  • Co-Founder
  • Community Director
  • Content Marketing Manager

Degrees

  • Bachelor of Science : Business Administration

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