Director of Customer Retention
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الوصف الوظيفي improving retention performance and will take full ownership of the company’s retention and revenue expansion KPI’s · Analyze retention data by actively monitor analytics, build reports, and present findings to identify and tackle retention pitfalls · Optimize current retention efforts to reduce churn rates, provide key insights and derive new retention plans · Develop a deep understanding of the customers’ lifecycle journey to identify growth opportunities that will drive retention · Partner with relevant departments to develop and optimize programs dedicated to customers at risk of churning · Build a road map for personalized content and loyalty programs to boost usage and customer delight, including hands-on calls with our company top customers to increase retention and push revenue expansion · Provide a high level of analysis to marketing leadership that helps drive fact-based decision making and customer return rates and repeat purchase rates for existing customers. · Pro-actively communicate and escalate customer churn concerns and participate in developing an action plan to address concerns · Work with marketing leadership to detect and define customer segments and/or market trends to guide how the business can leverage the opportunities · Develop reports and deliverables for management and communicate with all levels of stakeholders · Collaborate with operations, customer support, marketing, customer happiness and sales management colleagues المهارات equivalent business experience an asset · Minimum of seven (7) years of experience with retention and sales preferably in international markets with tech or SaaS company · Previous experience in a Data Analysis / Statistics / Business Analytics role · Extensive knowledge of online business models and understand how to test and optimize the customer experience to deliver results. · Must have excellent communication and interpersonal skills, as well as a very high level of English, both written and spoken. · Self-motivated, hands-on problem-solver with a can-do attitude · Fluent in English and Arabic is a must. Other European language is an advantage. · Must be willing to travel across the region for an extensive period · Must be flexible to work in a fast-paced and evolving environment تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/director-of-customer-retention-4193032/ |
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