Senior Director, Consumer Retention

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Requirements:

• 8+ years of progressive experience in high-volume customer service/success operations, leading customer retention/support/relations functions.
• Strong leadership qualities with experience in creating effective customer retention processes and driving the accountability and success of the team.
• Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure.
• Proficiency in using a CRM to drive sales efficiency and achievements, as well as competent in using sales enablement tools, Google Suite, web-based presentation tools, & video conference tools.
• Excellent verbal and written communication skills.
• Strong analytical and troubleshooting skills along with being a data-driven decision-maker with the ability to interpret complex data and translate it into actionable strategies to further improve company performance.
• Strong customer relations skills and high emotional intelligence.
• Deep understanding of customer needs, acquisition marketing best practices, automation tools, and the ability to develop strategies that enhance customer satisfaction and loyalty.
• Creative problem solver. Able to identify real constraints and viable solutions Experience with Zendesk and other customer retention tools/CRMs strongly preferred.

Responsibilities:

• Lead, mentor, and develop a high-performing customer retention team, fostering a culture of excellence and continuous improvement.
• Tenaciously drive customer renewals and the relentless execution of customer retention goals through effective support and sales strategies.
• Identify key drivers of customer churn and implement effective interventions to mitigate these factors.
• Use the CRM to accurately track customer-related activities, communication, market data, and resolve critical issues.
• Work closely with product, marketing, sales, and customer support teams to ensure a seamless and cohesive customer experience.
• Oversee the development of targeted communication plans and campaigns to engage and retain customers across various channels.
• Utilize data analytics to gain deep insights into customer behavior, preferences, and trends.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer retention initiatives. Regularly report on progress to senior management.
• Develop actionable plans based on these insights to improve customer satisfaction and loyalty.
• Formulate and execute comprehensive customer retention strategies that align with the company’s overall business goals and objectives.
• Stay current with industry trends and best practices in customer retention and loyalty programs. Drive continuous improvement and innovation in customer retention strategies.