Customer Retention Job Description
Customer retention
provides data analysis using Excel and other operating systems including CMS to implement operational changes and increase efficiency of the in-house, call center, and field member retention teams.
Customer Retention Duties & Responsibilities
To write an effective customer retention job description, begin by listing detailed duties, responsibilities and expectations. We have included customer retention job description templates that you can modify and use.
Sample responsibilities for this position include:
Create, review and optimise customer segmentation to maximise retention and value growth of agreed products
Oversee and ensure compliance to legal and best practice standards, particularly in relation to Data Protection, permissions marketing and ASA guidelines, aiming always to take care of our customers meet regulatory requirements
Assess and integrate third-party software products
Demonstrates proficiency in technical troubleshooting of all product lines and articulates relevant information and directions in an organized and concise manner
Maintains and coordinates interdepartmental communications
Collect initiatives across the Customer Retention stakeholders, prioritize initiatives and assign resources against these initiatives for upcoming sprints
Ensure each initiative is sufficiently scoped so those assigned can efficiently complete them
Manage the sprint process to minimize downtime between projects and bottlenecks between cross-functional teams (e.g., between creative and engineering)
Regularly monitor and report on the status of the sprint process and its initiatives to stakeholders
Deliver the targeted improvements in subscriber activation
Customer Retention Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Retention
List any licenses or certifications required by the position: RG146, NMLS, PMP, SQL
Education for Customer Retention
Typically a job would require a certain level of education.
Employers hiring for the customer retention job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Business, Marketing, General Education, MBA, Education, Geography, International Education, Business/Administration, Associates, Computer Science
Skills for Customer Retention
Desired skills for customer retention include:
Guidelines
Effective negotiation techniques used to quickly resolve escalated customer issues
Products
Procedures and CSC operating systems
Visio
Blueprint
Expeditors operating systems MS Excel
MS-Office Suite
Practices
Excel
Desired experience for customer retention includes:
1+ years in digital (preferably e-commerce) Project Management experience
Strong marketing, creative or technology experience preferred
Experience successfully managing projects from conceptualization through delivery, on time and on budget
Exceptional ability to manage multiple competitive priorities
Entrepreneurial mindset, with a bias for customer focused innovation
Experience within a consumer goods/retail company is a plus
Customer Retention Examples
1
Customer Retention Job Description
Job Description Example
Our innovative and growing company is hiring for a customer retention. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer retention
- Deliver the targeted revenue and ARPU growth targets
- Work with Customer Experience to develop and embed a customer lifecycle management approach to retention
- Identify customer needs through appropriate questioning techniques which comply with no-advice (and/or general advice) boundaries
- Achieve against agreed retention and productivity targets including dial activity and retention dollar completions, measured using the agreed campaign framework
- Work in collaboration with the Content Sales Director to ensure that all subscriptions activities are full optimised for net growth and customer experience
- Effectively manage the ongoing measurement of contact centre performance, delivering detailed, accurate and timely management information on key metrics call volume, abandon rates, handling times and, cost per save at a company, centre, team and agent level
- Take operational responsibility for the SalesForce Service Cloud including process design, efficiency and data integrity, including platform updates and introduction of plug-ins, such as Knowledge
- Help facilitate the development of program and channel roadmaps with documented quantitative business cases and prioritized opportunities
- Perform in-depth customer, subscriber, and channel audit, including merging information from different tools & databases and optimizing performance at the user-level where applicable
- Manage and innovate the weekly calendar implementation with two direct reports
Qualifications for customer retention
- Enjoy helping customers choose the best solution for their needs
- Relevant degree (specialism in business statistics/ CRM marketing) or equivalent experience
- Solid analytical background in many of the following areas
- B2B marketing, and knowledge of B2B marketing techniques (cross-channel lifecycle comms management, inbound marketing, marketing automation)
- Some Digital Marketing experience and proficiency in the most popular channels and tools (eg Twitter, Facebook, email Marketing, Google Analytics)
- Able to create and execute marketing campaigns that utilise the full marketing mix
2
Customer Retention Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of customer retention. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer retention
- The successful candidate will exhibit a passion for innovation, tenacity for owning the end-to-end customer experience, collaborating across multiple functions and driving business results for both the short and long term
- Community building and management via social media
- Gather accurate and informative feedback in a timely manner
- Achieve daily/weekly retention goals to maximize bonus incentives and customer retention
- Follow up on service opportunities
- Must perform tasks or requests made by direct supervisor or department
- Assist Senior Manager with development of customer retention materials and other customer communications, including generic templates and test creatives
- Work closely with the Fulfillment team to establish testing schedules and provide test instructions
- Assist with requests associated to a Fulfillment efficiency project
- Review and approve any printer proofs associated with standard communications and test creatives
Qualifications for customer retention
- Proven experience in digital retention marketing, content marketing, email marketing and social media (international experience preferred)
- Maintains an environment that supports ethical business transactions
- Develops and leads an effective team that improves customer satisfaction and maximizes sales and retention opportunities using up
- Microsoft Office experience (basic /intermediate level
- 2-3 years of call center AND customer service experience is REQUIRED
- Help direct development of insights from available owner data
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Customer Retention Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer retention. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer retention
- To be a good team player in cooperating with internal staff overseas
- Own the retention (renewal, cross-sell and up-sell) of the combined customer base of 11m customers through sophisticated data analytics informed by customer segmentation and customer contact strategy
- Develop and deliver a sophisticated customer segmentation and multichannel contact strategy in line with the Group approach to single customer view and CRM
- Lead the transformation of our customer and data analytics approach and strategy
- Develop and leverage data analytics to optimise existing customer retention and drive cross sell activity increasing margin and revenue
- Introduce a customer centric approach to customer analytics aligning with the values of the Services and balancing customer experience with commercial objectives
- Manage relationships with internal and external suppliers to optimise performance and ensure SLAs are met
- Experience of working in a digital environment and with subscriptions or loyalty based models
- Recent experience in Warranties or Insurance would be ideal
- Strong commercial awareness and appreciation of customer service needs
Qualifications for customer retention
- A desire to answer INBOUND existing customer retention calls
- A proven track record in a variety of marketing disciplines experience, including direct marketing, retention, acquisition, product marketing
- Prior experience with SalesForce.com preferred
- Bachelor’s degree in Business or equivalent work experience desired
- Must have a minimum of 2 years previous team management experience, preferably in a call center environment
- Currently pursuing a Bachelor's or Master’s degree program in Marketing, Business, or related field
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Customer Retention Job Description
Job Description Example
Our company is hiring for a customer retention. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer retention
- Effectiveness to turn ideas and plans into successful operating initiatives
- Excellent communication skills, used to influence and negotiate with key stakeholders – internal and external
- Ability to build strong working relationships quickly with key stakeholders, building trust and rapport to gain credibility with the team and colleagues
- Ability to build strong teams and lead by example
- Demonstrable analytical experience post qualification in a retail/ B2B/ services commercial (warranties or insurance)setting with experience in delivering complex commercial deals and transitioning to operational success
- To be educated to Degree level or equivalent
- Direct Marketing qualification (desirable)
- Work closely with various departments to support and launch programs
- Global team management and flexibility
- Ensure thorough understanding of the agent the supervisor compensation/commission plans in order to coach to specific behaviors that will improve save yield and, therefore, improve commission earnings potential
Qualifications for customer retention
- Willingness to learn and a passion for delivering an exceptional customer experience
- An interest in business / customer operations and management concepts in a technology driven environment
- Strong organizational skills, including the ability to juggle and prioritize a variety of projects
- A drive to get things done, whether working independently or collaboratively
- Must be able to attend 2 full weeks of paid training
- Recently completed or working towards completion of Bachelor’s Degree in Marketing/Business/Communications
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Customer Retention Job Description
Job Description Example
Our company is looking to fill the role of customer retention. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer retention
- Understand company’s business goals and requirements, design and develop analytic approaches
- Oversee and develop the 1-3 year Marketing Event Plan
- Build Seasonal Marketing Plans in support of budgeted demand, OI, and customer goals
- Drive divisional, brand, and corporate marketing plans aligned with strategic direction for
- Work with cross-functional business partners, including the Content, Creative, Engineering and Marketing teams external vendors to deliver campaigns and communications in a timely, detailed manner
- Make staffing recommendations to management based on analysis of real-time performance
- Monitor and maintain processes related to the daily functioning of Call Center WFM, including, work load distribution, monitoring phone queue and email box, user follow-up, and maintaining front-end messages and system availability
- Responsible for intra working and efficiency of VRU timers and messaging, skill management, agent assignment, Queued Callback and working in a blended inbound outbound environment
- Responsible for service level attainment across inbound, outbound and service call centers e-work (chat)
- Collaborate with other Software Engineers, Data Scientists, Data Engineers in Architecting, Developing and Innovating a very robust, scalable and flexible leasing underwriting platform
Qualifications for customer retention
- Work collaboratively to make sure that planned retention activities are completed on-time
- Quick learner with desire to work in the marketing industry
- Must have excellent written and verbal communication skills, the ability to multitask and an inquisitive nature
- Familiarity with retention marketing trends and developments in print, telemarketing, e-mail and online media
- Highly motivated, passionate, organized, reliable and detailed oriented
- Dependable - Come to work on time and prepared for the day