Senior Customer Retention Manager

Get ready to:

• Lead the customer retention team with effective communication to ensure client retention throughout the post-sales life cycle
• Provide comprehensive training to team members, optimizing their skills in customer retention
• Track, analyze, and report on key customer satisfaction and retention metrics, including product usage, customer satisfaction, and expansion
• Use data-driven insights and adopt a strategic approach to reduce customer turnover
• Collaborate with cross-functional teams to ensure a seamless customer experience
• Identify opportunities to upsell or cross-sell additional products, features, or services based on customer needs
• Share customer retention insights and trends with internal stakeholders
• Leverage customer feedback to drive product improvements and retain loyal clients
• Other tasks

REQUIREMENTS

• Higher education
• Previous experience in customer retention or email marketing
• Proficiency in data analysis and reporting tools to track customer retention metrics and generate insights
• Experience working with email marketing and SMS/MMS marketing projects
• Ability to identify upselling and cross-selling opportunities based on customer needs
• Proactive team management, problem-solving & interpersonal skills to drive customer retention and growth
• Strong organizational, planning & English language skills 
• Experience with task management platforms (i.e., Click Up, Jira, etc.)