Our client, and industry powerhouse within their field, are looking for a (Senior) Customer Retention Manager to join their group. This has been a strategically created role based on further expansion and market trajectory.

In this newly created opening, you will need to possess a proven/commercial ROI across developing and implementing strategies to enhance customer loyalty, reduce churn, and maximise customer lifetime value.

Key Responsibilities:

Strategy Development and Implementation:

• Design and execute data-driven strategies to reduce customer attrition
• Collaborate with the customer success team to implement retention tactics
• Engage with customers throughout their lifecycle to ensure satisfaction and loyalty

Data Analysis and Reporting:

• Monitor key metrics related to customer goals and maintain comprehensive account overviews
• Analyse customer behaviour and create predictive models of the customer journey
• Develop automated processes to identify churn precursors and enable proactive communication

Customer Engagement:

• Conduct proactive outreach to at-risk customers to address concerns and prevent movement
• Manage renewal negotiations with customers prior to contract expiration
• Implement systems to prevent involuntary churn, such as credit card expiration notifications and account updaters

Cross-functional Collaboration:

• Work with expansion and upsell teams to create targeted offers addressing customer pain points
• Collaborate with various departments to enhance the overall customer experience

Continuous Improvement:

• Analyse churn reasons and conduct exit interviews to gather insights
• Develop and refine off boarding processes to maximise learnings from departing customers
• Stay updated on industry best practices and implement innovative retention strategies

Required Qualifications: 

• Proven track record of implementing successful churn reduction strategies 
• Paid ads and strategy background
• Advanced knowledge of CRM systems - with specific experience using Braze 
• Strong analytical skills with the ability to translate data into actionable insights 
• Excellent communication and interpersonal skills 
• Demonstrated ability to build and maintain strong customer relationships 
• High emotional intelligence and empathy 
• Proficiency in project management and ability to lead cross-functional initiatives

If this role sounds likes you then please reach out to me below, or apply now:
E: taylor@justdigitalpeople.com.au 
M: 0457 088 009