Senior Manager / Coe Lead - Fixed And Churn

Qualifications

• Bachelor's degree in business, marketing, or related field.
  
• 8+ years of experience in a customer retention role, preferably in an enterprise environment.
  
• Strong analytical skills and experience with data analysis and visualization tools
  
• Excellent communication and interpersonal skills
  
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
  
• Experience leading and developing a team of analysts.
  
• Knowledge of CRM and customer experience management tools
  

Qualifications

• Bachelor's degree in business, marketing, or related field.
  
• 8+ years of experience in a customer retention role, preferably in an enterprise environment.
  
• Strong analytical skills and experience with data analysis and visualization tools
  
• Excellent communication and interpersonal skills
  
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
  
• Experience leading and developing a team of analysts.
  
• Knowledge of CRM and customer experience management tools
  

Key accountabilities and decision ownership

• Develop and implement strategies to minimize churn and improve customer retention for the enterprise business unit.
  
• Conduct regular analyses of churn trends, identify patterns, and recommend solutions to mitigate churn.
  
• Work closely with sales and customer success teams to develop and execute customer retention plans.
  
• Conduct customer outreach to proactively address issues and build strong relationships.
  
• Collaborate with cross-functional teams to develop and implement customer-focused initiatives.
  
• Create and maintain reports to track customer retention and growth metrics.
  
• Manage a team of professionals and analysts responsible for tracking and analyzing churn data.
  

Core competencies, knowledge and experience

• Customer-centric mindset: ability to understand and anticipate customer needs and proactively develop strategies to improve customer satisfaction and retention.
  
• Analytical thinking: ability to analyze data, identify patterns, and derive insights to inform customer retention strategies.
  
• Collaboration: ability to work effectively with cross-functional teams, including sales, customer success, and product, to develop and execute customer retention initiatives.
  
• Communication: strong verbal and written communication skills to effectively communicate with internal teams and customers.
  
• Leadership: ability to lead and develop a team of analysts to deliver on customer retention goals.
  
• Time management: ability to manage multiple priorities and deliverables in a fast-paced environment.
  
• Adaptability: ability to adapt to changing business needs and customer requirements.
  
• Results-oriented: ability to set and achieve performance goals and deliver results within established timelines.
  
• Technical skills: knowledge of CRM and customer experience management tools, as well as data analysis and visualization tools, to effectively manage customer retention metrics and data.
  

Key performance indicators:

• Customer retention rate: Percentage of customers retained over a specific period of time, such as quarterly or annually.
  
• Churn rate: Percentage of customers lost over a specific period of time, such as quarterly or annually.
  
• Customer satisfaction score: Measurement of customer satisfaction with the company's products or services, as determined by surveys or other feedback mechanisms.
  
• Customer lifetime value: Measurement of the total revenue generated by a customer over their lifetime with the company.
  
• Net promoter score: Measurement of customer loyalty and likelihood to recommend the company to others, as determined by surveys or other feedback mechanisms.
  
• Revenue growth from existing customers: Measurement of revenue growth generated from existing customers, as compared to new customers.
  
• Team performance: Evaluation of team performance against customer retention goals and key initiatives, such as quality of analysis, timeliness of reporting, and ability to execute on customer retention strategies.