Retention Job Description
Retention
provides retention solutions that are in line with business revenue expectations and do not erode the value of customer to the Commercial division.
Retention Duties & Responsibilities
To write an effective retention job description, begin by listing detailed duties, responsibilities and expectations. We have included retention job description templates that you can modify and use.
Sample responsibilities for this position include:
Define a local Retention-DTC/CRM strategy and approach, identifying business and growth potential, main levers and resources needed over time
Define a local annual Retention-DTC/CRM calendar across all categories and sales channels
Map and define key strategies to improve retention and recurring sales through Retention-DTC/CRM initiatives, such as Rewards & Loyalty programs (x-channels)
Define and manage commercial & Retention-DTC/CRM campaigns/initiatives
Share best practice with your Retention-DTC/CRM colleagues across all markets
Ensure SMART Retention-DTC/CRM KPIs are built into all local activities and own the communication of results and subsequent actions on a local level
Ensure keep up to date with developments in the Retention-DTC/CRM market including data-driven marketing, social media, mobile and new channels, platforms, methods and tactics
Manages operations through statistical analysis of market-wide disconnects, downgrades, and call center statistics
Define and optimize userflows and touchpoints
Retargeting in display advertising, Facebook
Retention Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Retention
List any licenses or certifications required by the position: NBRC, CPR, PHR, HR, AED, NRP, TNCC, PALS, ACLS, AHIP
Education for Retention
Typically a job would require a certain level of education.
Employers hiring for the retention job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Counseling, Business, Marketing, Information Systems, Associates, Teaching, Supervision, General Education, Communication
Skills for Retention
Desired skills for retention include:
Experience in performing Swedish and Deep Tissue Massage
Organizations entire product/service line
Business Telecom complexities
Excel
Products
AT&T Products/Services/Solutions
Entire product/service line
Company’s available services
Lines of business
AT&T Products/Telecommunications
Desired experience for retention includes:
Previous Human Resources filing experience
Bachelor's Degree in Social Work or a related field (Psychology, Vocational Rehabilitation or Occupational Rehabilitation)
Must be able to lead by example and demonstrate strong leadership skills
Strong sales experience preferred with excellent verbal and written communication skills
Must be able to provide effective coaching and feedback on effective rebuttals and second attempts in order to coach during the sales/saves process
4+ years of Retention-DTC/CRM experience
Retention Examples
1
Retention Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of 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 retention
- Perform excellent customer service (including basic technical support) to aid in helping a customer to not cancel their account
- Meet and track performance standards, both in terms of workload and effective retention abilities
- Responsible for the highest level of service with the client
- Report issues directly to the supervisor to help maintain current tools for retaining customers
- Manage multiple accounts simultaneously through a Linux, browser-based interface
- 1 + years of sales and consultation skills
- Direct contact with customers who desire to cancel services
- Provide excellent customer service by listening to the customer’s complaints and worries regarding the service we provide and find a best solution for the customer using the available tools the company has
- Exceptional interpersonal skills, both in verbal and chat style interactions
- Understanding of web hosting, SEO and web design
Qualifications for retention
- Demonstrated self-motivation, sound judgment, problem solving and analytical skills
- Exceptional customer service and selling/negotiating skills
- Outstanding problem-solving skills with the ability to handle each situation in one contact and in a professional, tactful manner
- Ability to build relationships with members and internal team members
- Ability to effectively deal with difficult situations in a calm and tactful manner
- Ability to master a range of complex policies, procedures, and pricing structures
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Retention Job Description
Job Description Example
Our growing company is hiring for a retention. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for retention
- Be responsible for developing strategies to maximize the retention rate of our rider base
- Think creatively to develop & test new initiatives that you believe can increase our retention rate
- Be focused on reducing the percentage of our rider base that stops working with us, and increase the percentage of our lapsed rider base that restarts working with us
- Develop a deep understanding of the rider onboarding systems and database, in order to formulate your strategy
- Work closely with the Rider Community team to increase the engagement and loyalty of riders over time, but your key focus will be testing commercial initiatives to influence rider behaviour
- Significant commercial awareness, thinking through a ROI perspective and ability to quickly differentiate most impactful tasks/projects
- Take incoming phone calls as needed and answer customer questions regarding his/her account and verify customer information on account is correct and update as necessary
- Educate customers regarding their account, interest accruals, late fees, credit reporting, charge off, payment options and account management options
- Work with other departments/personnel and vendors where necessary to research and follow up on customer issues/concerns and annotate accounts in inter-company systems to document all interactions
- Work with external vendors to resolve outstanding account issues
Qualifications for retention
- Must be able to travel up to 30% to Philadelphia
- High School Diploma or GED required plus 4+ years Customer Service experience
- Excellent verbal and written communications skills to effectively interact with various Johns Hopkins employees at all levels, Plan beneficiaries, external vendors, legal and governmental representatives and others as needed
- Standard word processing and spreadsheet application skills
- Respond through an inbound que to our existing mortgage clients who are at high risk of paying out their mortgage, and therefore are requesting a change to their mortgage such as lower rates or fees, different terms
- Sales and Mortgage Brokerage background would be beneficial
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Retention Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of retention. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for retention
- Approve or decline customer account extension requests, reinstatement decisions, and accounts in review for repossession
- Train, provide support, ideas and encouragement to collections specialists
- Be available to associates to answer questions
- Assist with creation, tracking of incentive programs, and report associate statistics to supervisor
- Generate reports to report department statistics and collection performance
- Create and implement programming aimed at the engagement and retention of Teachers College students, specifically freshmen exploratory
- Serve as advisor for student clubs and organizations that contribute directly to the success of Teachers College students
- Develop programs and related activities that promote academic excellence, civic responsibility and leadership both within and outside of the classroom
- Coordinate programs that inform and engage prospective students, parents, counselors, teachers and other community members in a variety of settings, both on- and off-campus
- Coordinate programming for specific student populations, including but not limited to New American University Scholars, academically at-risk and out-of-state students
Qualifications for retention
- Required 3+ years of experience in claims processing, customer service, reimbursement methodologies and/or member retention
- Required Microsoft Project
- Minimum of 1 year of outbound call center experience in the insurance industry
- Five (5) years of customer service experience (at least two (2) of which are in a Healthcare environment)
- Excellent research, data analysis and problem solving skills
- Preferably knowledge of Access
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Retention Job Description
Job Description Example
Our company is looking for a 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 retention
- Contacts all newly added contract users to introduce them to the products
- Work collaboratively with the Retention team and student services staff to ensure student success
- Participate in the implementation of existing engagement related programs
- Participate in student orientations, convocation and other Teachers College recruitment and advising events and programs as assigned
- Evaluate effectiveness of retention efforts, monitor expenditures and prepare reports
- Establish and build relationships with stakeholders including marketing, engineering, merchandising, creative, copy
- Lead market research projects on customer behavior, competitive analysis and industry trends to develop strategic and tactical plans to meet marketing objectives
- Ensure that agents are educated on and abide by the business rules surrounding the retaining of a customer
- Develop and implement retention strategies and best practices to achieve and/or surpass product and customer relationship retention
- Drive the attainment of key performance indicators including service level, quality, revenue, productivity/efficiency, reliability, and attrition objectives
Qualifications for retention
- 12 -18 months of collections and/or related experience
- Ability to verbally convey a professional and positive image to customers and associates
- Candidates must possess a bachelor’s degree in Business, Finance, Economics or related field
- 2+ years of experience in data analysis/financial analysis with healthcare data
- Government programs experience (Medicare and Medicaid)
- Minimum 3 years of experience in the digital media, marketing, advertising or entertainment fields
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Retention Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of retention. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for retention
- Closes the sale on products, systems and/or services
- Acquires and applies in-depth technical knowledge of products, systems and services
- Demonstrates knowledge of the organization's various products and maintenance contracts
- Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines
- Oversee processes and procedures, work order accuracy, quality, and adjustments
- Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements
- Oversee employee evaluation, development and performance management processes
- Ensure effective and impactful delivery of training to front line customer facing employees
- Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques
- Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area
Qualifications for retention
- Knowledge of residential mortgage business
- Minimum 1-3 years CRM experience (direct experience preferred, indirect possible) in product marketing or associated role
- Understanding of HTML, CSS, Javascript and other presentation technologies streaming media protocols and DRM such as HLS, Smooth Streaming, PlayReady a plus
- Global experience not required but a strong plus
- MBA not required but strongly preferred
- Understanding of HTML, CSS, Javascript and other presentation technologies a plus