Customer Retention Strategist
2 weeks ago
As a Customer Retention Strategist at XYLEM LEARNING, you will play a crucial role in developing and executing strategies that maximize customer retention, increase customer lifetime value (CLV), and drive loyalty across digital channels. With a strong focus on data-driven decision making, you will analyze customer behavior, craft targeted retention campaigns, and leverage digital marketing tools to enhance customer engagement.
Key Responsibilities:
- Retention Strategy Development:
- Develop and implement customer retention strategies to increase customer loyalty and reduce churn.
- Collaborate with cross-functional teams (Product, Customer Success, and Sales) to align retention strategies with overall business goals.
- Build and optimize lifecycle marketing campaigns aimed at specific customer segments.
- Customer Lifecycle Management:
- Manage the end-to-end customer journey from onboarding to post-purchase, focusing on creating value-driven engagement.
- Identify key points in the customer journey where engagement can be improved and design interventions.
- Implement automated campaigns (email, SMS, push notifications) to drive engagement, repeat purchases, and loyalty.
- Data Analysis & Segmentation:
- Conduct deep analysis of customer behavior, purchase patterns, and engagement metrics.
- Use data-driven insights to create segmented marketing campaigns for different customer groups.
- Track and report retention KPIs such as churn rate, customer lifetime value, and retention rate.
- Campaign Development & Optimization:
- Plan, execute, and optimize multichannel marketing campaigns (email, social media, in-app messaging, etc.) focused on retention.
- A/B test campaign content, timing, and channels to maximize effectiveness.
- Work with creative teams to develop personalized and engaging content for each stage of the customer lifecycle.
- Customer Feedback & Improvement:
- Gather and analyze customer feedback through surveys, reviews, and other listening tools to identify areas for improvement.
- Collaborate with product and customer success teams to resolve customer pain points and enhance the overall experience.
- Monitor social media and other digital platforms for customer sentiment and trends.
- Loyalty Program Management:
- Oversee the development and management of customer loyalty programs, ensuring they align with retention goals.
- Track and analyze the effectiveness of loyalty initiatives and refine them as needed to ensure customer engagement.
The ideal candidate will have a bachelor's degree in Marketing, Business, or a related field, with 5+ years of experience in digital marketing, specifically in customer retention, lifecycle marketing, or CRM. You will also possess proficiency in CRM tools, marketing automation platforms, and analytics tools, as well as strong analytical skills with the ability to interpret data and translate it into actionable insights.
In terms of salary, this position offers a competitive compensation package of $120,000 - $150,000 per annum, depending on experience and qualifications.
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