What are the responsibilities and job description for the Retention Manager position at 24 Seven Talent?
The Senior Retention Manager will be responsible for driving the vision, strategy, and execution of the company’s retention efforts within its subscription-based eCommerce model. You will be responsible for the end-to-end management of retention campaigns, focusing on reducing churn, maximizing LTV, and building customer loyalty.
SUBSCRIPTION EXPERIENCE A MUST
ESSENTIAL FUNCTIONS AND DUTIES
- 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
