About Us:
Our customer has a dynamic and innovative company dedicated to delivering top-notch services to our valued customers. We are seeking a highly skilled and motivated Director of Customer Retention and Customer Service to join our team and take our customer satisfaction efforts to the next level.
As the Director of Customer Retention and Customer Service, you will play a pivotal role in ensuring the long-term success of our business. You will be responsible for overseeing customer retention strategies, managing customer service agents, and developing efficient processes to minimize customer cancellations.
Key Responsibilities:
1. Customer Retention Strategy:
Develop, implement, and optimize customer retention strategies to reduce churn rates and increase customer loyalty.
Analyze customer data and feedback to identify areas for improvement in our service and retention efforts.
Collaborate with cross-functional teams to implement initiatives aimed at retaining and delighting customers.
2. Customer Service Management:
Lead, mentor, and manage a team of customer service agents to deliver exceptional customer support.
Establish and monitor key performance indicators (KPIs) to measure the effectiveness of the customer service team.
Implement training programs and continuous improvement initiatives to enhance the skills and knowledge of the customer service team.
3. Process and Procedure Development:
Design and implement efficient processes and procedures for customer service and retention.
Continuously assess and refine existing processes to improve operational efficiency and customer satisfaction.
Develop and maintain documentation of standard operating procedures (SOPs) to ensure consistency in service delivery.
4. Customer Feedback and Insights:
Collect and analyze customer feedback, complaints, and suggestions to identify trends and areas for improvement.
Work closely with the product and marketing teams to incorporate customer insights into product development and marketing strategies.
5. Cancelation Mitigation:
Create and execute cancelation mitigation strategies, including tailored offers and retention campaigns.
Monitor and evaluate the effectiveness of these strategies and make data-driven adjustments as needed.
Qualifications:
Proven experience in customer retention, customer service management, and process development.
Strong analytical skills with the ability to interpret customer data and feedback.
Excellent leadership and team management skills.
Exceptional communication and interpersonal skills.
Ability to adapt to a dynamic and fast-paced environment.
Being fluent in Spanish is a big PLUS
Bachelor’s degree in a related field (business, marketing, or customer service) preferred.
Schedule:
9AM – 6PM EST Monday to Friday (Ideally)
Please fill out this application form: /forms/b34df76e03d082e5f48cbf2c720b6818?r=use1
APPLY FOR THIS JOB:
Company: Symposia
Name: Marjorie Placeb
Email: