Business Success Director

4 weeks ago

West Palm Beach, United States BBB Serving Southeast Florida and the Caribbean Full time

The position of Business Success Director is crucial and responsible for developing and implementing strategies to keep accredited businesses, supporters, corporate sponsors and donors engaged and committed to BBB. The Business Success Director will consistently assess the level of satisfaction within our customer base and adjust programs and services accordingly.

DUTIES AND RESPONSIBILITIES:

  • Analyze customer data and feedback to identify areas for improvement.
  • Create and implement comprehensive retention strategies to reduce churn.
  • Establish measurable retention goals aligned with the organization's objectives.
  • Monitor and track progress toward these goals.
  • Utilize data analytics to understand customer behavior and trends.
  • Identify patterns, preferences, and potential issues affecting retention.
  • Segment customers based on behavior, preferences, and demographics.
  • Develop targeted strategies for different customer segments.
  • Work closely with marketing, sales, customer support, and other teams to align retention efforts.
  • Collaborate on integrated campaigns and initiatives.
  • Map out the customer journey to understand touchpoints and potential areas of improvement.
  • Identify opportunities to enhance the overall customer experience.
  • Implement processes to gather feedback from customers.
  • Analyze feedback to identify areas for improvement and address customer concerns.
  • Develop effective communication strategies to engage customers.
  • Craft personalized messages and campaigns to nurture customer relationships.
  • Provide training to customer-facing teams on retention strategies and best practices.
  • Ensure that all customer touchpoints align with the retention goals.
  • Establish metrics and key performance indicators (KPIs) to measure customer health.
  • Proactively identify and address signs of customer dissatisfaction.
  • Plan and execute targeted retention campaigns.
  • Implement special promotions, loyalty programs, and other incentives to retain ABs and donors.
  • Identify potential risks to AB/Donor retention and develop mitigation strategies.
  • Anticipate and address issues before they escalate.
  • Provide regular reports on retention performance to leadership.
  • Analyze results and recommend adjustments to strategies as needed.
  • Stay informed about industry trends, competitor activities, and best practices in retention.
  • Continuously seek opportunities to enhance and innovate retention efforts.
  • Develop and manage customer success programs.
  • Identify and nurture satisfied ABs/supporters who can advocate for the brand.

A successful Business Success Director combines analytical skills with a customer-centric mindset to create and implement effective retention strategies. The role involves collaboration, data-driven decision-making, and a proactive approach to maintaining strong and lasting customer relationships.

SUPERVISORY RESPONSIBILITIES:

  • Directly supervises 3 employees within the 1 department(s).
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS: The qualifications of a Business Success Director should encompass a combination of education, experience, and skills that align with the responsibilities of the role. Below are the qualifications and attributes that BBB is looking for in a Business Success Director:

  • Bachelor's degree in Business, Marketing, Communications, or a related field. Work experience in related field is also suitable.
  • Proven experience in a customer retention role, preferably in a similar industry.
  • Background in customer success, customer relationship management, or related areas.
  • Demonstrated success in developing and implementing effective retention strategies.
  • Strong analytical and data interpretation skills.
  • Proficiency in using data analytics tools and customer relationship management (CRM) systems.
  • Excellent verbal and written communication skills.
  • Ability to craft compelling messages and communication strategies.
  • Deep understanding of customer behavior, needs, and preferences.
  • Strategic mindset with the ability to develop and execute retention strategies aligned with organizational goals.
  • Strong collaboration skills to work effectively with cross-functional teams.
  • Ability to lead and inspire a team focused on customer retention.
  • Strong problem-solving skills to identify and address challenges related to customer retention.
  • Experience in implementing customer feedback collection and analysis processes.
  • Ability to use feedback to drive improvements and enhance customer satisfaction.
  • Project management skills to plan and execute retention campaigns and initiatives.
  • Ability to manage multiple projects simultaneously.
  • Ability to make informed decisions and provide guidance to team members.
  • Understanding of industry trends, competitor activities, and best practices in customer retention.
  • Continuous learning and staying informed about the latest developments in customer engagement.
  • Focus on key performance indicators (KPIs) and meeting retention goals.
  • Experience in developing and managing customer advocacy programs.
  • Ability to identify and nurture satisfied ABs/supporters who can advocate for the brand.

Job Type: Full-time

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Experience level:

  • 3 years

Schedule:

  • Monday to Friday


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