Retention Insights & Operations Manager - SMB
Adobe
San Jose
hace 3 días

Our company

At Adobe, we create digital experiences that change the world. How? We help people bring ideas to life by creating content that makes life more fun and work more impactful.

We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day and we’re the ones who harness the massive power of big data to help companies find and reach the people who crave that content.

We do it with energy, passion, and curiosity, and we’re backed by our rich heritage and culture of innovation. We’re looking for exceptional talent to join us.

The challenge

The Creative Cloud Engagement team has a single, but complex mission, to make our existing customers engage more frequently and more deeply with Adobe products to drive retention.

Adobe Systems seeks a Retention Insights & Operations manager to join the SMB Engagement & Retention strategy team. The Creative Cloud Engagement & Retention team has a single, but complex mission, to make our existing customers engage more frequently and more deeply with Adobe products to drive retention.

In this role, you will be responsible for identifying factors that impacts deployment, adoption, active use and retention across SMB customer segment

What You'll Do :

  • Conduct historical reviews of business performance across various B2B segments to identify engagement and retention improvement opportunities
  • Lead, coordinate and refine weekly retention / cancellation forecast in collaboration with Finance, Data & Analytics teams to drive predictability.
  • Utilize best-in-class analytics tools, including the Adobe Marketing Cloud (eg. Target, Analytics, Ad Hoc Analysis etc.
  • to analyze test results and provide interpretation, guidance and recommendations to aid marketing decision making

  • Obsess over all try and buy customer experience journeys, identify opportunities for improvement and drive cross-functional teams to deliver
  • Drive and monitor actions based on engagement & retention insights; collaborate closely with cross-functional teams focusing on retention as a top strategic goal
  • Produce summary views of critical metrics and inhibitors in executive-level dashboards and reports; develop expertise on retention progress
  • Conduct adhoc analysis on retention & engagement opportunities translating improvements into recurring revenue impact
  • Document measurable impact of changes, and build success stories to share; consolidate standard methodologies to share across teams
  • Maintain strong communication with worldwide peers and stakeholders to represent their needs in your planning here at headquarters, and ensure that the impact of strategies, programs and improvements will help deliver our regional revenue goals
  • What you'll need to succeed

  • Bachelor's degree required along with practical business experience in insights & analytics. MBA or Masters in a quantitative field like Economics, Statistics, Engineering, or IT a plus
  • 4+ years of experience in analytics and / or marketing analytics. Experience in B2B and eCommerce is preferred.
  • Good understanding of Microsoft Excel, visualization and experience with Big Data tools like Hadoop and Hive is a must
  • Experience in A / B and Multivariate testing, design of experiments, the mathematics of statistical hypothesis testing coupled with the ability to draw meaningful business insights across multiple tests.
  • Experience with web analytics tools such as Adobe Analytics (strongly preferred), Google Analytics, or Core Metrics is a plus
  • Innovative and analytical mind set, experience to interpret user journey and experience data before translating it to a range of audiences
  • Experience collecting, synthesizing, and prioritizing product / experience inputs from multiple sources and functions (customers, industry practices, sales, account managers, quality teams, partners, engineering, management, etc.)
  • Proven ability to take initiative on new projects and drive complex issues to resolution
  • Fast-learner, with a positive attitude and willingness to try new things.
  • At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists.

    You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where feedback flows freely.

    If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

    Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

    At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on . You will also be surrounded by colleagues who are committed to helping each other grow through our unique approach where ongoing feedback flows freely.

    If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the and explore the meaningful we offer.

    Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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