Customer Retention Program Manager

Vor 7 Tagen

Nyon, Waadt, Schweiz Webloyalty Sàrl Vollzeit

Webloyalty Sàrl is a leading provider of subscription-based services, and we are seeking an experienced Customer Retention Program Manager to join our team.

Job Summary:

The Customer Retention Program Manager will be responsible for developing and executing strategic initiatives to enhance customer retention, loyalty, and lifetime value across multiple channels. This includes managing a team of four, including two direct reports, and overseeing the implementation of effective retention and loyalty strategies that drive engagement and customer satisfaction.

About the Role:

You will work closely with cross-functional teams, including Customer Services and Product, to deliver and execute multichannel campaigns, projects, and strategies to minimize cancellations, improve customers' engagement, and drive revenues. Success in this position will be measured by improvements in key retention metrics, engagement rates, and overall customer satisfaction.

Main Responsibilities:

  • Team Management and Leadership:
    • Manage and mentor a team of four, including two direct reports, by providing guidance, support, and feedback to help each team member succeed in their roles.
    • Set clear performance objectives and conduct regular check-ins, reviews, and assessments to ensure team goals align with retention targets and business objectives.
    • Foster a collaborative and growth-oriented environment, encouraging team members to pursue professional development and expand their skills in retention, analytics, and marketing.
  • Retention KPI Management and Strategy:
    • Establish and manage key performance indicators (KPIs) for customer retention, including churn rate, customer lifetime value (CLV), and engagement metrics.
    • Design, execute, and optimize retention campaigns from initial concept to final implementation, focusing on high-impact initiatives.
    • Develop a comprehensive retention strategy that leverages multi-channel marketing approaches, such as email, SMS, in-app notifications, and social media, to enhance customer loyalty and lifetime value.
  • Personalization and Marketing Automation:
    • Develop and maintain customer segments based on behavior, demographics, and preferences to deliver personalized, relevant, and persuasive marketing messages.
    • Manage the marketing automation platform and workflows, ensuring continuous engagement and retention of subscribers through triggered messages, lifecycle campaigns, and automated flows.
  • Project Management:
    • Prioritize and delegate tasks within the team to ensure efficient project execution and balanced workloads.
    • Support the implementation of the project pipeline by coordinating with IT, development, and marketing teams.
    • Launch new projects with a focus on return on investment (ROI), guiding each initiative from conceptualization through final delivery.

Requirements:

  • Education: BA/BSc/Marketing degree or equivalent practical experience
  • Experience: Email marketing & segmentation experience
  • Skills: Excellent understanding of CRM architecture: marketing automation tools, tracking & measurement tools, reporting tools
  • Aptitudes: Ability to analyze data and provide detailed conclusions and suggestions
  • Languages: Fluent in English. French, Spanish, or any other European language is a plus

About Webloyalty Sàrl:

We offer a competitive salary of $120,000 - $180,000 per year, depending on experience. If you are passionate about customer retention and have a strong background in marketing and team management, please submit your application. We look forward to hearing from you

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