Customer Retention and Service Manager
3 weeks ago
The Customer Service and Retention Manager's role is pivotal in maintaining and enhancing
customer loyalty, impacting key performance indicators including retention rates and revenue
generation. By implementing effective retention strategies and leading a team focused on
exceptional service delivery, this position significantly contributes to the company's growth and
profitability.
Position Overview:
The Customer Service and Retention Manager will be responsible for developing and executing
comprehensive strategies aimed at enhancing customer retention, driving sales initiatives, and
ensuring exceptional service delivery. This role requires a strong background in customer
service and a proven track record in successful retention strategies.
Job Responsibilities:
1. Strategic Leadership: Devise and execute comprehensive retention strategies,
utilizing data insights to fortify customer loyalty, minimize churn, and foster long-term
relationships.
2. Retention Strategies Integration: Implement segmentation and personalized
communication plans to enhance customer satisfaction, loyalty, and lifetime value.
3. Sales and Retention Initiatives: Collaborate with sales teams, aligning strategies for
upselling, cross-selling, and improving overall sales conversions while emphasizing
retention efforts.
4. KPI Achievement: Set clear KPIs for customer retention rates, sales conversion,
Credco, and relevant metrics, guiding the team to surpass benchmarks.
5. Team Management: Lead, mentor, and empower a team of Inbound Sales Agents
(CSRs), cultivating a culture of excellence and continuous improvement in retention and
sales strategies.
6. Training and Development: Create and implement tailored training programs focused
on elevating sales techniques, customer service skills, and product knowledge integral to
retention strategies.
7. Process Enhancement: Continuously evaluate existing processes, identify
inefficiencies, and implement improvements to streamline operations, elevating customer
satisfaction levels.
8. Retention Analysis and Feedback Loop: Analyze customer behaviors, feedback, and
market trends to proactively propose retention initiatives, enhancing overall customer
experience and loyalty.
Job Requirements:
● Bachelor's degree or equivalent experience.
● Minimum of 5 years of managerial experience in customer service or sales, with a strong
background in developing and implementing successful retention strategies.
● Proven track record in achieving sales targets, meeting KPIs, and driving exceptional
customer retention rates.
● Demonstrated ability to lead, coach, and motivate teams effectively toward retention and
sales goals.
● Proficiency in utilizing data analytics and CRM tools to derive insights and make
informed strategic decisions.
● Exceptional communication, negotiation, and problem-solving skills.
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