Retention Manager

What You’ll Be Responsible For:

Customer retention managers ensure that customers remain loyal to a company or brand. They do this by identifying and resolving any issues that may be causing customers to leave and finding ways to keep them happy in the future.

• Work with the retention and broader teams to help build, implement and continually improve the execution of analytical insights including predictive modelling to increase effectiveness of retention campaigns and initiatives
• Subscription or SaaS experience
• Cohort analysis
• Assesses member data to identify at-risk members
• Develops and maintains quality improvement programs
• Design programs to improve performance
• Collaborate with internal and external stakeholders to incorporate their insights into our work and influence key partners (sponsors, providers, ) to improve our communications to retain customers continuously
• Measuring key performance metrics related to churn and retention efforts

What You’ll Need to Have:

• Take the lead to streamline and automate upgrades, voluntary churn & eligible base reporting in our data warehouse
• Own and continually review/lead the approval of all business rules relating to upgrades, voluntary churn
• Provide ad-hoc upgrades & voluntary churn analysis & reporting as & when required
• Experience in web analytics (Google Analytics, Omniture)
• Plan and execute site initiatives including operational support management and coordination of tactical efforts
• Understand 'at risk' customers
• Assist product managers in developing retention and development programs for their department
• Communication skills
• Problem-solving skills
• Analytical skills
• Leadership skills
• Relationship building skills