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.
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)
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
Retention & Renewals Manager
Retention & Outbound
£35,000 - £45,000