Jobs
Senior Customer Retention Manager
Digital
Digital Marketing
Sydney
Permanent / Full Time
Salary Period
Posted On
18/07/2024
About
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:
E: taylor@justdigitalpeople.com.au
M: 0457 088 009
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
- 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
- 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
- Work with expansion and upsell teams to create targeted offers addressing customer pain points
- Collaborate with various departments to enhance the overall customer experience
- 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
- 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
E: taylor@justdigitalpeople.com.au
M: 0457 088 009
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