SUMMARY:
Our client in Cape Town is seeking to employ a customer-focussed, customer-orientated, driven, strategic and enthusiastic Customer Retentions Strategy Manager to join their amazing team. If this is you...keep reading.....
POSITION INFO:
Your role includes, but not limited to:
Drive implementation of the Client 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 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 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
Qualifications and experience:
• 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
To apply, mail a copy of your full CV to garth.kearns@------ for consideration.
Should you not receive any correspondence within 10 days, please regard your application as unsuccessful.
NB! This job is now closed. You can apply for other jobs by uploading your CV.
