Customer Retention Lead

Overview

The role is responsible for developing and executing retention, SME, and strategic plans to maintain and grow client relationships. This includes managing recovery cases per client, analyzing client issues, and implementing effective retention strategies to achieve targeted retention percentages.

• Develop and execute customer retention strategies that align with overall business goals and objectives
• Analyze customer data and feedback to identify trends in customer behavior and areas for improvement
• Create targeted campaigns and initiatives to boost customer loyalty and reduce attrition
• Collaborate with cross-functional teams to improve customer satisfaction and resolve any issues that may impact retention
• Monitor KPIs and performance metrics related to customer retention and report on results to senior management
• Foster relationships with key customers to further understand their needs and enhance their engagement with our brand

• Bachelor's degree in Business Administration, Marketing, or a related field
• Proven experience in customer retention, customer success, or a similar role
• Strong analytical skills with the ability to interpret data and identify actionable insights
• Excellent communication and interpersonal skills, with a strong customer-centric focus
• Experience with CRM software and customer engagement tools

• Minimum of 3 years of experience in customer retention or related fields
• Strong analytical, account management, sales, and negotiation skills
• Demonstrated track record of developing strategies that successfully reduce churn and increase customer loyalty
• Ability to work both independently and collaboratively in a team environment
• Strong project management skills and the ability to handle multiple initiatives simultaneously