Senior Director, Consumer Retention Specialist

3 days ago

Phoenix, Arizona, United States Varsity Tutors Full time
About the Role

We are seeking a highly experienced Senior Director, Consumer Retention to lead our customer retention division and drive business growth through effective retention strategies. The ideal candidate will have a proven track record of leading high-volume customer service operations and possess a deep understanding of customer lifecycle management.

The Senior Director, Consumer Retention will be responsible for developing and implementing comprehensive customer retention strategies that align with the company's overall business goals and objectives. This includes leading a global team of retention specialists and leaders, driving the execution of our retention strategy, and collaborating with cross-functional teams to ensure a seamless customer experience.

The successful candidate will have a strong passion for customer success, excellent leadership and communication skills, and the ability to drive results-oriented teams. They will also be proficient in using CRM tools and have experience with customer retention and loyalty programs.

Key Responsibilities
  • Develop and implement comprehensive customer retention strategies that drive business growth and customer satisfaction.
  • Lead a global team of retention specialists and leaders, providing guidance and support to ensure team success.
  • Collaborate with cross-functional teams, including product, marketing, sales, and customer support, to ensure a seamless customer experience.
  • Utilize data analytics to gain insights into customer behavior and preferences, and develop actionable plans to improve customer satisfaction and loyalty.
  • Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer retention initiatives and regularly report on progress to senior management.
Requirements
  • 8+ years of progressive experience in high-volume customer service/success operations, leading customer retention/support/relations functions.
  • Strong leadership qualities with experience in creating effective customer retention processes and driving team accountability and success.
  • Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure.
  • Outcome-oriented, with a focus on driving results and exceeding renewal goals.
  • Proficiency in using CRM tools, such as Zendesk, and experience with customer retention and loyalty programs.
What We Offer
  • Competitive salary, variable compensation, and equity (Restricted Stock Units) in the company.
  • Healthcare plans (Medical, Dental, Vision, Life).
  • 401k Company Matching Plan (no vesting period).
  • Maternity, Paternal, and Adoption Leave.
  • Remote position.
  • Flexible PTO.
  • Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes).

Nerdy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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