What are the responsibilities and job description for the Senior Director, Consumer Retention position at Nerdy?

Job Description

Nerdy is searching for a dynamic and operationally-minded Senior Director, Consumer Retention to join our team. The person in this critical senior leadership role will be responsible for leading our retention division and playing a pivotal part in expanding Nerdy's consumer business and maximizing team performance. The ideal candidate will have experience leading high-volume contact center operations and possess a deep understanding of customer lifecycle management with a proven track record of driving customer loyalty and satisfaction. This role is pivotal in developing and implementing strategies that enhance customer retention, reduce churn, and increase lifetime value across all customer segments.

The Senior Director, Consumer Retention will lead a global team of retention specialists and leaders and drive the relentless execution of our retention strategy with learners around the world. The individual in this role must have a deep passion for cutting-edge technology and proven leadership experience in customer success, contact centers, retention, and support. We are looking for someone who thrives in a fast-paced environment, has a ferocity for driving team performance and exceeding renewal goals, and is dedicated to ensuring high-quality learning experiences for students. The ideal candidate will possess a fervent enthusiasm for leading fast-growing customer support and retention functios, bolstered by exceptional interpersonal skills that enhance ongoing and consistent customer engagement and renewals. The ideal candidate is not afraid to get their hands dirty and will be able to identify "in the weeds" opportunities as well as large company-wide strategic goals.

About Nerdy :

Nerdy (NYSE : NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company's purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy's comprehensive learning destination provides learning experiences across 3,000 subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, and adaptive self-study. Nerdy's flagship business, Varsity Tutors, is one of the nation's largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Nerdy is a publicly traded company on the New York Stock Exchange. Learn more about Nerdy at https : / / www.nerdy.com / .

Nerdy's shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building.

Q2-2024 Shareholder Letter

Q1-2024 Shareholder Letter

Q4-2023 Shareholder Letter

Qualifications :

Bachelor-level degree required, Master's preferred.
8 years of progressive experience in high-volume customer service / success operations, leading customer retention / support / relations functions.
Strong leadership qualities with experience in creating effective customer retention processes and driving the accountability and success of the team.
Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure.
Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create the path to achieve.
Proficiency in using a CRM to drive sales efficiency and achievements, as well as competent in using sales enablement tools, Google Suite, web-based presentation tools, & video conference tools.
Excellent verbal and written communication skills.
Strong analytical and troubleshooting skills along with being a data-driven decision-maker with the ability to interpret complex data and translate it into actionable strategies to further improve company performance.
Strong customer relations skills and high emotional intelligence.
Customer Focus : Deep understanding of customer needs, acquisition marketing best practices, automation tools, and the ability to develop strategies that enhance customer satisfaction and loyalty.
Innovation : Creative problem solver. Able to identify real constraints and viable solutions Experience with Zendesk and other customer retention tools / CRMs strongly preferred.

Responsibilities :

Lead, mentor, and develop a high-performing customer retention team, fostering a culture of excellence and continuous improvement.

Tenaciously drive customer renewals and the relentless execution of customer retention goals through effective support and sales strategies.

Identify key drivers of customer churn and implement effective interventions to mitigate these factors.

Use the CRM to accurately track customer-related activities, communication, market data, and resolve critical issues.

Work closely with product, marketing, sales, and customer support teams to ensure a seamless and cohesive customer experience.

Oversee the development of targeted communication plans and campaigns to engage and retain customers across various channels.

Utilize data analytics to gain deep insights into customer behavior, preferences, and trends.

Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer retention initiatives. Regularly report on progress to senior management.

Develop actionable plans based on these insights to improve customer satisfaction and loyalty.

Formulate and execute comprehensive customer retention strategies that align with the company's overall business goals and objectives.

Stay current with industry trends and best practices in customer retention and loyalty programs. Drive continuous improvement and innovation in customer retention strategies.

Leadership & Culture :

Builds Teams : Leads the work of hiring and promoting bar-raising talent. Responsible for employee development, even when it means moving people to other areas to help them grow.

Thinks Big : Sets ambitious and audacious goals and is willing to consider boldly different solutions to achieve them.

Insists on High Standards : Recognizes that yesterday's extraordinary is today's ordinary. Identifies and articulates high standards and pushes themselves and the teams to reach them.

Bias for Action : Recognizes that most decisions are not one-way doors and demonstrates strong bias for speed, but makes decisions and acts with the speed that is appropriate to the circumstances.

Builds Trust : Establishes trust, even with those who think differently. Actively listens, seeks to understand, and is kindly candid in conversation. Humbly owns mistakes, even when it's uncomfortable.

Goes Deep : Understands the details and audits frequently. When inconsistencies exist between expected results and anecdotes, tenaciously digs into why. Rolls up their sleeves and do what's needed.

Has Conviction : Insists on having the conversation "in the room" and actively participates, even when it's exhausting. Does not capitulate for the sake of consensus, nor "pocket vetos" decisions. Fully committed once a decision has been made.

Delivers Results : Leaders identify what needs to be accomplished and deliver quality, timely results. When setbacks occur, leaders persevere and overcome.

Is Right, A Lot : Most decisions and suggestions prove to be correct, given a situation's context, when judged over time.

Apolitical : Embraces and supports Nerdy as an apolitical company and recognizes that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes.

Benefits :

Competitive Salary, Variable Compensation, and Equity (Restricted Stock Units) in the company

Healthcare Plans (Medical, Dental, Vision, Life)

401k Company Matching Plan (no vesting period)

Maternity, Paternal, and Adoption Leave

Remote Position

Flexible PTO

Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)

Unique opportunity to help transform how the world learns!

Nerdy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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