What are the responsibilities and job description for the Director of Retention position at 24 Seven Talent?
This individual will also play a key role in fostering a collaborative team environment, coaching team members, and implementing innovative approaches to retention.
ESSENTIAL FUNCTIONS AND DUTIES
Functions and duties of this role include, but not limited to :
- Develop and implement comprehensive retention strategies to maximize customer lifetime value, focusing on growing recurring revenue, increasing purchase frequency and reducing churn.
- Lead the analysis of customer data and subscription trends, using insights to identify key drivers of retention and opportunities for growth.
- Design and optimize customer journeys across various touchpoints, including email, SMS, and loyalty programs to increase 1PD and grow the CRM list.
- Collaborate with cross-functional teams (e.g., web, brand, creative, customer experience) to improve customer retention and ensure a seamless, personalized customer experience.
- Manage and monitor retention campaigns, from planning and execution to tracking performance metrics like renewal rates, churn rates, and customer satisfaction scores.
- Ensure integration of Retention strategy across Acquisition and Web to drive high-value customer acquisition and retention across evergreen campaigns and tentpole moments.
- Leverage data & experimentation agency to conduct A / B testing for continuous refinement of email and SMS programs, including discounts, product features, and further content personalization.
- Implement win-back strategies to re-engage lapsed customers and drive reactivations.
- Automate and optimize upsell and cross-sell flows to increase AOV and LTV.
- Own the customer loyalty program.
- Establish retention KPIs and regularly report to leadership.
QUALIFICATIONS
The successful candidate will have the following qualifications :
