The Retention Manager is responsible for overall customer retention and renewal rates across products plans and platforms.

You will be required to develop, maintain, and implement retention flows across email, phone & live chat contact mediums.

The role will require experience in both customer sales / satisfaction and eCommerce / SaaS dunning management processes.


Responsibilities

  • Develop and implement retention offers and report on performance

  • Manage Outbound sales to introduce creative ways to increase renewals

  • Manage Outbound sales to introduce creative ways to reduce initial churn (welcome calls)

  • Monitor retention responses and carry out workshops to improve team performance

  • Work with Senior Analyst on cohort analysis and monthly renewal performance

  • Implement A/B testing with offers identifying the highest performing

  • Develop and maintain dunning management process (charge days, communication, discounting)

  • Develop & implement incentives to retain customers (gift cards, discounts, giveaways)

  • Create and maintain customer communication flow (email & SMS) pre & during dunning management

  • Liaise with Billing department to improve conversion rates (merchant performance & additional tools such as Vindicia)

  • Propose new tests in an attempt to continue improving success rates (ability to implement, monitor and adjust based on performance)

 

Core Requirements

  • Experience with eCommerce / SaaS subscription industry

  • Experience with Dunning management

  • Great written and spoken English skills

  • Self-motivated, flexible and able to adapt to changing circumstances

  • Good time management and organisational skills

  • Strong judgment and critical thinking skills.

  • Ability to make the right decisions under pressure

  • Sales and/or marketing background

  • Strong working knowledge of Microsoft Office (Excel, PowerPoint, Word)

  • Ability to work flexible hours when necessary

  • Management experience


     

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Position
Retention & Renewals Manager


Location
Segensworth, Hampshire


Department
Retention & Outbound


Salary
£35,000 - £45,000