Customer Retention Job Description
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:
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:
Desired experience for customer retention includes:
Customer Retention Examples
Customer Retention Job Description
- 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
- 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
Customer Retention Job Description
- 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
- 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
Customer Retention Job Description
- 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
- 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
Customer Retention Job Description
- 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
- 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
Customer Retention Job Description
- 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
- 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