Retention Team Manager
- Location: Bishopsgate, London - EC2
- Salary Range: £48000 - £52000
- Job Type: Full-time - Hybrid working 3/2
We are seeking a Retention Team Manager to play a pivotal role in achieving our strategic aim of reducing churn across our member base. This is a highly visible commercial role, responsible for delivering a consistent, best-in-class experience that fosters long-term loyalty and minimises churn. The ideal candidate will leverage data and analytics to innovate and optimise our member journey, including developing strategies for upsell and member win-back.
Day to Day of the role:
- Lead and develop a high-performing retention team, setting clear objectives and KPIs aligned with business goals.
- Foster a collaborative environment that promotes professional growth and excellence.
- Work closely with other departments to ensure alignment of retention strategies with company objectives.
- Monitor daily operations to ensure efficient and effective output, manage escalations, and support the team with a hands-on approach as necessary.
- Design and implement robust retention strategies that address the entire member lifecycle.
- Develop long-term and short-term retention roadmaps, ensuring alignment with broader company objectives.
- Stay abreast of industry trends and emerging technologies in customer retention, continuously refining strategies.
- Utilise advanced data analytics to monitor member behaviour, segment the member base, and identify at-risk members.
- Develop and maintain dashboards and reports that provide clear visibility into retention metrics and trends.
- Design and execute A/B tests and other experiments to identify the most effective retention tactics.
Required Skills & Qualifications:
- A minimum of 5 years' experience in retention, customer success, or related roles, with at least 2 - 3 years in a management position.
- Proven track record of developing and executing successful retention strategies.
- Strong analytical skills, with experience in data analysis and reporting.
- Excellent communication, leadership, and interpersonal skills.
- Proficiency with CRM tools, customer journey mapping, and customer segmentation.
- Strategic thinker with an analytical and data-driven approach to decision making.
- Customer-centric mindset with a passion for achieving best-in-class results.
Benefits:
- Excellent benefits package
- Hybrid working 3/2
To apply for the Retention Team Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.