Senior Director, Consumer Retention

View full description

Requirements:

• Bachelor-level degree required, Master's preferred.
• 8+ years of progressive experience in high-volume customer service/success operations.
• Strong leadership qualities and experience in creating effective retention processes.
• Ability to manage multiple work streams in a matrixed organization.
• Outcome-oriented and collaborative in achieving goals.
• Proficient in using CRM and sales enablement tools, Google Suite, and web-based presentation tools.
• Excellent verbal and written communication skills.
• Strong analytical skills and data-driven decision-maker.
• Customer relations skills and high emotional intelligence.
• Deep understanding of customer needs and acquisition marketing best practices.
• Experience with Zendesk and other retention tools/CRMs preferred.

Responsibilities:

• Lead, mentor, and develop a high-performing customer retention team, fostering a culture of excellence.
• Drive customer renewals and execute retention goals through effective support and sales strategies.
• Identify key drivers of customer churn and implement effective interventions.
• Use the CRM to track customer-related activities and resolve critical issues.
• Work closely with product, marketing, sales, and customer support to ensure a cohesive customer experience.
• Oversee the development of communication plans to engage and retain customers.
• Utilize data analytics to gain insights into customer behavior and preferences.
• Establish and monitor KPIs to measure the effectiveness of retention initiatives.
• Develop actionable plans to improve customer satisfaction and loyalty.
• Formulate comprehensive customer retention strategies that align with business goals.
• Stay current with industry trends and drive continuous improvement in retention strategies.