Senior Customer Retention Specialist
11 hours ago
We are seeking a highly motivated, customer-focused and data-driven Senior Customer Retention Specialist to join our Strategy team at Furlenco.
The ideal candidate will play a critical role in driving customer retention and revenue growth by managing the renewal process for existing subscribers. This role requires a strong attention to detail, excellent communication skills, and a passion for delivering exceptional growth.
Key Responsibilities:
- Customer Retention Strategy Development: Develop and implement comprehensive CRM strategies to enhance customer retention, engagement, and satisfaction
- Loyalty Program Management: Ideate and manage customer loyalty programs from concept to launch
- Retention Initiatives: Develop initiatives and strategies aimed at reducing churn, increasing revenue, and increasing customer lifetime value
- Customer Segmentation: Utilize data analytics to segment customers based on behavior, preferences, and lifecycle stage, and tailor communication and offerings accordingly
- Stakeholder Collaboration: Collaborate closely with external and internal stakeholders (marketing, product, operations, and customer service teams) to align CRM initiatives with broader business objectives and ensure seamless execution
- Performance Analysis and Reporting: Track, analyze, amend, and report on key metrics related to customer retention, engagement, and revenue, and use insights to inform strategic decisions and continuous improvement
- Customer Feedback and Insights: Gather and analyze customer feedback to identify pain points, opportunities for improvement, and trends, and advocate for customer-centric initiatives
- Data Analysis: Substantial database querying through the use of SQL (Metabase) in order to acquire data necessary for analytical needs, requiring strong logical reasoning to gather the right data for hypothesis testing
About You:
- Experience: 0-3 years of experience in a high-impact analytical role delivering significant business results that utilize strategic and creative thinking, problem-solving, and taking individual initiative, preferably in the retail/e-commerce industry
- Analytical Skills: 1+ years of experience in synthesizing complex information and generating meaningful insights based on analysis of customers' data and information from primary and secondary research
- Business Acumen: Understanding of customer retention, viewing the world through cohorts, and demonstrating knowledge of LTV curves and the value of LTV
- Education: MBA with relevant experience or equivalent qualifications
- Technical Skills: Experience working on BI tools, ability to work in a fast-paced environment under tight deadlines, and solid business and financial acumen with exceptional analytical and quantitative problem-solving skills
What We Offer:
Furlenco offers a competitive salary of $70,000 - $90,000 per year, depending on location and experience, plus additional benefits such as health insurance, retirement plan, and professional development opportunities. The estimated salary range is based on national averages and may vary depending on location and other factors.
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