VP, Customer Retention

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Job description

Vice President of Customer Retention

VP, Customer Retention - About the role:
We are seeking a dynamic and strategic leader to join our team as the Vice President of Early Life Customer Retention. In this role, you will be responsible for developing and implementing plans to enhance early life customer retention. Your primary objective will be to drive revenue growth through the optimization of customer retention and an increase in year 2 retention of new clients.
Join us in our mission to drive sustainable growth through best-in-class customer retention practices
If you are a creative thinker with a passion for customer success, we want to hear from you

VP, Customer Retention Key Responsibilities:

1. Analysis through detailed analysis, determine new customers who may be at the highest risk of attrition within the first three years of onboarding:

1. 1. Analyze all new customers onboarded by size, vintage, channel, and product to determine usage trends and identify at risk customers
      
   2. Analyze the results of ongoing customer surveys to assess satisfaction
      
   3. Understand customer behavior, including use of customer service, to determine appropriate retention strategies (such as, offers, terms, product, pricing changes)
      

1. Retention Strategy Development create new programs and offers (such as, alternate products, pricing, terms, a special customer service hotline) to retain at risk customers within the first three years of onboarding
   

1. Implementation Collaborate with account management and customer service groups to build a new early life retention team operational to execute retention strategies. The team would be responsible for:

1. 1. Account management
   2. Quality control of solution
   3. Pricing and terms
   4. Overall customer service

VP, Customer Retention Qualifications:

• Bachelor's degree in business administration, marketing, or a related field; MBA preferred
  
• Proven success in developing and implementing customer retention strategies in a B2B environment (vs
  consumers)
• Strong analytical and data modelling skills with the ability to interpret data, draw insights, and make data-driven decisions (MS Excel and Tableau or Power BI guru)
• Experience with Six Sigma, Kaizen or other continuous improvement methodologies
  
• Demonstrated ability to work in a fast paced and changing environment
  
• Strategic mindset with the ability to think creatively and develop innovative solutions to complex challenges
  
• Experience working with customer relationship management systems (CRMs) and other relevant technology platforms
  
• Excellent leadership and team-building abilities, with a demonstrated capacity to motivate and inspire others
  
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization
  

VP, Customer Retention Prior Roles:

• Operations consulting (e.g., Deloitte, KPMG, PwC or EY)
• Operations staff (e.g., ADP service or implementation design)

Industries:

• B2B services
  • Software
  • HCM / Payroll
  • Banking
  • Pharma
  • Telecom
  • Supply Chain & Retail (Amazon)

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