Job Description
OVERVIEW
The Retention Manager is responsible for overseeing a team of Customer Success Agents (CSAs) to deliver an exceptional overall customer experience and drive customer retention. The Retention Manager, will achieve this by collaborating with cross-functional internal stakeholders, including Marketing, Licensing, Sales, Customer Care, and Agency Operations, to execute on client retention strategies and tactical plans.
REPORTS TO
The Retention Manager reports to the Director, Customer Success in the Customer Experience department.
ESSENTIAL DUTIES
The essential duties and responsibilities for this position include, but are not limited to:
- Form a deep understanding of the company’s “why”, value proposition, mission, and service values to ensure all customer interactions are reflective of the SVG brand promise.
- Maintain a deep understanding of SVG’s product features and capabilities.
- Define and implement company client retention strategies and tactical plans, including improvements to the customer experience, achieving scalability, balancing cost, lowering churn, etc.
- Analyze operational metrics to ensure proper staffing, determine strategic wins and drive improvements that will increase confidence and value for customers.
- Monitor and optimize critical business processes and tools to continually improve SVG’s Customer Retention Program.
- Provide direction and oversight to a team of Customer Success Agents to achieve performance and operational goals by providing appropriate direction, coaching, timely performance feedback, and recognition.
- Offer mentoring and direction to team members that support training, career development planning, and provide work assignments with growing levels of responsibility.
- Determine team staffing needs and manage new talent interviewing, selection and hiring processes.
- Present customer retention strategies, tactics, key insights, financial and non-financial achievements, quarterly progress updates, etc., to the Director, Customer Retention and Customer Experience Leadership.
- Communicate detailed customer feedback data and analysis with the appropriate cross-functional internal stakeholders, such as Analytics, Marketing, Sales and Technology.
- Perform other duties and responsibilities as assigned.
PERFORMANCE CRITERIA
The Manager will be evaluated on an array of standards, but not limited to:
- Effective time management
- Decisiveness with sound judgment
- Professional growth
- Effective working relationships with peers, subordinates, and superiors
- Effective leadership qualities
- Ability to function as a team member
- Initiative in accomplishing organizational goals
- Creativity in problem solving
- Completes administrative assignments on time
- Demonstrates integrity
- Leads by example: including punctual, honest, active, energetic, and available
RETENTION MANAGER UNIQUE PERFORMANCE CRITERIA
The Retention Manager shall also be distinguished by the following criteria, but not limited to:
- Experience: Entry level of management
- _Hiring & Training: _Develop hiring and training skills
- Team Relationship: Focus on building individual relationships and developing leadership skills
- Vision: Focused almost exclusively on the day-to-day, internal issues of the organization, and are the first to see problems with the organization of the business ie: poor materials, processes and procedures, personnel issues
- Networking: Begins networking with other leaders with assistance
- Project Involvement: Assists in projects as assigned
- Role in Meetings: Conducts regular team meetings, assists in development of departmental meetings as requested
- Targets: Goal setting and effort toward achievement will be measured