RETENTION MANAGER

MUST INCLUDE VOICE RECORDING OR YOU WILL NOT BE CONSIDERED FOR THIS ROLE.

Purpose/Objective:
Maximize customer lifetime value by reducing churn, increasing customer loyalty, and implementing strategies that keep customers engaged and satisfied with the company's products or services, while also re-engaging prospects who didn't initially convert.

Role Description:
The Retention Manager develops and executes strategies to keep existing customers active and satisfied, while also nurturing relationships with prospects who haven't yet committed. This role analyzes customer behavior, identifies at-risk accounts, implements retention campaigns, manages personalized follow-up processes, and works cross-functionally to improve the overall customer experience.
Core Responsibilities:

Develop and implement customer retention strategies and programs
Touch base with prospects who did not book appointments or convert (follow-up outreach)
Send personalized messages and communications tailored to customer/prospect needs and journey stage
Manage the After-Care process for customers post-purchase/service delivery
Review customer reports and send progress updates to clients on their results, milestones, or service outcomes
Analyze churn data and identify at-risk customers
Create and manage win-back campaigns
Monitor customer health scores and engagement metrics
Conduct customer feedback sessions and surveys
Collaborate with product, sales, and support teams on retention initiatives
Build customer loyalty programs and incentives
Track and report on retention metrics and ROI
Manage onboarding processes to ensure early success

Key KPIs:

Customer Retention Rate (primary metric)
Churn Rate (monthly/annual)
Re-engagement Rate (prospects who didn't book but later converted)
Customer Lifetime Value (CLV/LTV)
Net Revenue Retention (NRR)
Win-back Rate
After-Care Completion Rate (percentage of customers receiving follow-up care)
Progress Update Frequency (reports sent on time)
Customer Health Score
Engagement Rate (email opens, response rates, product usage)
Time to Value (how quickly customers realize value)
Repeat Purchase Rate
ROI of Retention Campaigns
Customer Feedback Scores (NPS, CSAT)
Personalized Outreach Response Rate