Breana Choice
Customer Experience Retention Specialist (Customer Lifecycle & Engagement) @Rent The Runway
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WORK HISTORY
Customer Experience Retention Specialist (Customer Lifecycle & Engagement) @Rent The Runway
Building and executing lifecycle communication that reduces churn and reinforces subscription value at the moments that matter most.Contributed to a 30% reduction in early churn through targeted onboarding outreach within 48-72 hours of activation- Maintain a 50-60% save rate among cancellation-intent members using segmentation-informed, value-based messaging- Leverage behavioral data (order history, membership status, CSAT) to identify churn risk and personalize engagement- Deliver multi-channel lifecycle messaging across email, SMS, and phone aligned to customer journey stage- Identify systemic churn drivers and surface Voice of Customer insights to cross-functional stakeholders- Maintain a 96% quality score across high-volume retention engagement
EDUCATION
Oklahoma State University
Bachelor of Arts
ABOUT BREANA CHOICE
Email Marketing & CRM Strategist | Lifecycle, Retention & VOC | Subscription E-commerce
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