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Senior Director, Consumer Retention

Posted about 2 months agoViewed

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💎 Seniority level: Senior, 8+ years

🔍 Industry: Online learning and education technology

🗣️ Languages: English

⏳ Experience: 8+ years

Requirements:
  • Bachelor-level degree required; Master’s preferred.
  • 8+ years of progressive experience in high-volume customer service/success operations.
  • Strong leadership skills with experience in customer retention processes.
  • Ability to manage multiple work streams in a matrixed organization.
  • Outcome-oriented and collaborative in achieving goals.
  • Proficient in CRM systems and sales enablement tools.
  • Excellent verbal and written communication skills.
  • Strong analytical, troubleshooting, and data-driven decision-making skills.
  • High emotional intelligence with strong customer relations.
  • Deep understanding of customer needs and acquisition marketing best practices.
  • Experience with Zendesk and other customer retention tools strongly preferred.
Responsibilities:
  • Lead, mentor, and develop a high-performing customer retention team.
  • Drive customer renewals and execute retention goals through effective support and sales strategies.
  • Identify key drivers of customer churn and implement interventions.
  • Use CRM to track customer activities and resolve issues.
  • Collaborate with product, marketing, sales, and support teams for a seamless customer experience.
  • Oversee development of communication plans to engage and retain customers.
  • Utilize data analytics for insights into customer behavior and preferences.
  • Establish KPIs to measure customer retention initiatives and report progress to senior management.
  • Develop actionable plans based on insights to improve customer satisfaction.
  • Formulate comprehensive customer retention strategies that align with company goals.
  • Stay current with trends in customer retention and loyalty.
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  • Deep understanding of customer needs and best practices in acquisition marketing.
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  • Lead, mentor, and develop a high-performing customer retention team, fostering a culture of excellence.
  • Drive customer renewals and execution of retention goals through effective support and sales strategies.
  • Identify churn drivers and implement effective interventions.
  • Use CRM to track customer activities and resolve critical issues.
  • Collaborate with product, marketing, sales, and support teams for a seamless customer experience.
  • Develop communication plans to engage and retain customers.
  • Utilize data analytics for customer behavior insights.
  • Establish and monitor KPIs for retention initiatives.
  • Develop actionable plans based on insights to improve customer satisfaction.
  • Formulate customer retention strategies aligned with business goals.
  • Stay current with industry trends in retention and loyalty programs.
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🔥 Senior Director, Consumer Retention
Posted about 2 months ago

🧭 Full-Time

🔍 Online learning and education technology

  • Bachelor-level degree required; Master’s preferred.
  • 8+ years in high-volume customer service/success operations, leading customer retention/support functions.
  • Strong leadership qualities and experience in effective retention processes.
  • Ability to manage multiple work streams in a matrixed organization.
  • Outcome-oriented with strong analytical and troubleshooting skills.
  • Proficiency in CRM, sales enablement tools, Google Suite, and presentation tools.
  • Excellent verbal and written communication skills.
  • Strong customer relations skills and high emotional intelligence.
  • Deep understanding of customer needs, acquisition marketing best practices, and automation tools.
  • Creative problem-solver; experience with Zendesk and other retention tools/CRMs preferred.

  • Lead, mentor, and develop a high-performing customer retention team, fostering a culture of excellence.
  • Drive customer renewals and execution of retention goals through effective strategies.
  • Identify drivers of customer churn and implement interventions.
  • Use CRM to track customer-related activities and resolve issues.
  • Collaborate with cross-functional teams for a cohesive customer experience.
  • Oversee development of communication plans to engage customers.
  • Utilize data analytics for insights into customer behavior and preferences.
  • Establish KPIs to measure retention initiative effectiveness and report progress.
  • Formulate and execute customer retention strategies aligned with business goals.
  • Stay updated with industry trends and drive innovation in retention strategies.
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