Customer Retention Leader

Life Line Screening (LLS) is the leading international provider of community-based preventive health screenings. The company provides affordable, convenient, high-quality screenings that are essential to the early detection of risk for stroke, heart disease, diabetes, osteoporosis and other conditions. These conditions are prevalent and serious maladies that generally do not present symptoms until the disease is well established and causes serious consequences. Fortunately, these conditions can be detected by quick, painless non-invasive tests utilizing ultrasound and other methods. LLS believes that preventive screenings and health promotion programs are the basic foundation to wellness and can improve an individual’s quality of life while reducing overall health care costs.

Life Line Screening is seeking an experienced executive to develop and lead all the customer retention efforts for its 6 million plus customer base and be an integral member of the Marketing leadership team.

Location: LLS Corporate HQ in Independence, Ohio
Along with resume, LLS requests that candidates indicate specifics regarding:
• Relocation needs, if any
• Current or last compensation
• Examples of obtaining and using customer insights to achieve customer retention and business goals and various methods of measuring progress and results.

Responsibilities:
- Maximizing profitability from the company’s 6 million+ customers
-Gathering and analyzing primary and secondary customer research and listening to the voice of the customer.
-Translating the voice of the customer into insight and then into strategic creative briefs for outside agencies.
-Working with outside agencies and internal staff to create more effective and profitable customer communications that improve levels of repeat business.
-Collaborating with the LLS marketing team and with other teams in the Call Center, Field Operations, IT, and Accounting to improve the customer experience across all customer touch points with the goal of improving Net Promoter Scores and customer retention.
-Identifying appropriate product and pricing strategies for customers and working to implement these with the Director of Product Development.
-Working with the Communications Director and Director of Database Marketing to craft customer messaging strategies consistent with the LLS Brand and a “Customer First” organization.
-Being the voice of, and representative for, the customer in the LLS organization.

Qualifications:
-A bachelor’s degree. MBA preferred.
-More than 10 years experience in the healthcare, consumer products, or services sectors with responsibility for leading the customer loyalty or retention function for a $100 million + business.
-Experience managing and optimizing a business with multiple consumer touchpoints including direct-to-consumer marketing, inbound/outbound call centers and retail or field operations.
-Successful utilization of customer focus groups and other feedback mechanisms to attain customer insight on advertising, new products, and retention.
-Demonstrated success in translating consumer insight into effective advertising and an optimal customer experience.
-Understanding of, and experience in, developing customer loyalty and retention strategies.
-Proven results in developing, executing, and managing marketing strategies and programs.
-Ability to think strategically, lead people and drive change in an organization.

-To be successful and engaged within LLS’s fast-paced, entrepreneurial culture, candidates must be skilled in the following competencies:
o Intellectual horsepower
o Listening
o Passionate customer focus
o Understanding others
o Drive for results
o Analysis and problem solving
o Measuring results
o Creativity
o Written communications
o Working with limited resources
o Presentation skills