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CUSTOMER RETENTIONS STRATEGY MANAGER - 367969
Reference:
367969
Date Posted:
2021-01-31
Job Title:
CUSTOMER RETENTIONS STRATEGY MANAGER
Industry:
FMCG / Retail / Wholesale
Type:
Permanent
Wage / Salary:
R - Market Related - P/M (Per Month)
Location:
Parow, Western Cape
Country:
South Africa
Closing Date:
2021-04-01
Job Description:
Drive implementation of the Clients customer retention and churn management strategy. Develop and maintain excellent relations with new and existing customers through strategic and tactical market and data analysis. Implement new retention processes across the clients whilst enhancing existing retention activities resulting in increased levels of customer retention and decreased churn
Duties & Responsibilities
Establish a focused and high-performance retention team within the clients using your best practice experience and track record of results gained in industry
Drive a focused retention and churn management strategy in line with Company objectives
Analyse and assess existing customer retention processes and make suggestions on how these can be improved
Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation
Proactively manage churn through the analysis of trends and data in order to identify any “at risk” customers/accounts and engage with those customers individually or through campaigns in order to retain them
Respond to incoming requests for cancellation of services and persuade our customers to remain with us
Analyse customer feedback and develop new techniques to ensure customer retention.
Work effectively with Management teams across multiple functions and disciplines (Marketing/Sales/CRM/Customer services) to ensure a coherent and integrated retention strategy
Manage interactions with 3rd party providers in support of retention initiatives
Responsible for reports reflecting key retention analytics
Manage the performance and delivery of a team of retention specialists • Budget management
Desired Experience & Qualification
Experience in setting up and managing a customer retentions team
5+ years of management experience within a customer service environment • Proven track record of reducing customer churn within a dynamic work environment
Experience in data analytics and trend analysis
Tertiary qualification in a business discipline
