Customer Retention Director Jobs

Strong understanding of direct-to-consumer business models and customer lifecycle management

Demonstrated leadership skills, with the ability to effectively manage and motivate a team

Familiarity with customer relationship management (CRM) systems and marketing automation tools

Proven experience in a customer retention or loyalty role, preferably in a DTC company

Excellent communication and interpersonal skills, with the ability to collaborate cross-functionally

Strong strategic thinking and problem-solving abilities

· Manage and develop strategy for loyalty program to enhance experience / maximize customer retention

· Ability to interact face to face with Senior Management, Cross Functional, and International colleagues

Customer Acquisition & Retention Senior Manager

· 5 to 7 years relevant experience in performance media and digital marketing

· Demonstrates interpersonal communication, customer service and analytical skills

What we can offer you:

Further develop our customer segmentation strategy and customer personas to deliver a more tailored experience

Deliver a great first customer experience and continued engagement with Sakara nutrition programs and wellness products

Manage team members who deploy these communications

Manage, coach and mentor a team of high-performing retention marketers

Experience in D2C eCommerce strongly preferred; even better if you have experience in a subscription business

Experience in developing and delivering loyalty, referrals and rewards programs

● Strong project management skills are a must

● Oversee the project management of updated email and SMS journeys for brand refresh.

● Management of website pop ups

● Manage review and approval process for email content

● Minimum one (1) year of experience with email marketing experience

● Can-do, entrepreneurial spirit, problem-solving skills and ready to take on a challenge

Project Management Skills and/or Business Administrator skills

Champion opportunities to consistently improve the Frontier experience

Mapping the customer journey for new offerings, and existing service flows and identifying opportunities to proactively intervene on the customer's behalf

Responsible for supporting the Consumer leadership team in managing strategic initiatives and focusing on a premier Customer Experience

Bachelor’s degree, or equivalent work experience

Experience with Customer Journey Mapping & Design

1+ year of successful Customer Retention experience in a fast-paced call center

1+ year of customer service experience

Experience using and learning complex computer systems

Full medical, dental, and vision benefits at no cost to the employee

Genuinely listen, investigate, and find the path to retaining members that request to cancel their policy.

Handle sensitive, emotionally charged situations with empathy and care, exemplifying Trupanion values

BPO management experience including experience across multiple channels such as inbound, outbound, chat and email

Minimum fifteen years’ experience in Retention or Customer Operations environment

Minimum ten years leadership experience. Experience within the Cable or Telecom industry is preferred

Experience developing segmentation strategies, customer lifecycle and loyalty programs

Develop and implement retention strategies and best practices to achieve and surpass product and customer relationship retention

Understand and drive the attainment of key performance indicators, including service level, quality, revenue, productivity and efficiency, reliability, and attrition objectives

Develop robust framework that drives performance and consistency across vendor managers who influence results, and external business partners that deliver results.

Leverage extensive telecommunications and contact center experience to help build standards for vendor contract negotiations.

Other duties and responsibilities as assigned.

Bachelor's degree or equivalent experience

10+ years of relevant leadership experience in a dynamic, metrics-oriented contact center environment

5+ years of direct leadership experience working with multiple BPO vendors and their representatives

Strong presentation skills and experiences at the Executive level.

Knowledge of direct-to-consumer eCommerce, retention marketing trends, and Email/CRM technologies

Experience in driving corporate decision making through the lens of the customer, customer-centric mindset

Experience developing actionable creative briefs and providing constructive feedback on creative work

Strong analytical skills with proven ability to turn data into actionable initiatives (including both quantitative and qualitative data)

Strong interpersonal and communication skills and proven ability to foster a cooperative, results-driven work environment.

Previous property management experience in either the single family or multi-family rental industry

Proficiency in Yardi is required with 3-5 years previous work experience in property management using Yardi and Salesforce

Working knowledge of MS Word and Excel with the ability to perform basic/moderate formulas in Excel

Strong organizational skills with exceptional attention to detail

Excellent oral and written communication skills

We offer competitive compensation, including a performance-based bonus.

Create data management plan for annual location contract expirations and develop strategies for ensuring timely renewal

Other duties and responsibilities as assigned

Deep experience in liaising with other internal departments

Minimum 7 - 10 years’ experience developing, managing and optimizing programs

Evaluate unanticipated renewal challenges to determine most effective solution

Provide periodic reporting to CEO and other Company stakeholders