Customer Retention Manager

- Fantastic work culture

- Work alongside & learn from best in class talent

- Opportunity to make a positive impact

- Our Client is a high growth tech company, backed by leading investors including the IFC and the CDC Group. We are building a platform to power commerce and financial services for millions of retailers and small business owners in emerging markets, with the aim to to improve the everyday life of MSME's by providing access to goods and credit.

The Job

Primary Responsibilities :

- Cohort & Churn Analytics

- Analyze our extensive customer buying, borrowing, location and app activity datasets to understand trends in customer behavior to drive engagement strategies, campaigns and special offers

- Reduce churn rate by analyzing customer data, planning and executing CRM campaigns in collaboration with the channel operations teams and implementing an effective user segmentation/clustering strategy

- Identify audiences and target groups to deliver the most relevant content to in order to engage, retain and maximize customer lifetime value.

Customer Engagement :

- Work with the rest of the growth team (User acquisition, Content marketing, Growth marketing) to define a multi-channel communication strategy for all customers and to improve and synchronize the customer journey and satisfaction

- Plan and execute relevant and highly personalized direct marketing and customer engagement campaigns via push notifications, in-app messages and other relevant channels to improve customer engagement levels and increase share of the customer's wallet

- A/B Testing and optimizing all campaigns.

- Coordinate all campaign-related activities with the responsible stakeholders, e.g. planning, content creation, data etc.

- Leverage the channel field teams as feet-on-the-street to drive offline engagement campaigns and retrieve qualitative & quantitative customer feedback

Channel Analytics & Engagement : 

- Employ data visualization and detailed quantitative analytics methods to query data points from channel operations and surface insights that explain performance levels

- Identify trends in field agent behavior by analyzing retail outlet visit and engagement datasets. Leverage data to anticipate gaps in field operations and work with channel leadership to devise strategies that improve agent performance

Secondary Responsibilities :

- Lead, motivate and develop a skilled team which delivers industry leading service and retention levels through the development and application of disciplined operational techniques (sound operational skills a given)

- Work collaboratively with the product and channel operations teams to optimize retention and adjustment performance along agreed criteria e.g. volume growth, life time value by engaging in effective stakeholder management.

- Facilitate an in-depth understanding and deployment of campaign management and analytics tools for all growth team members

- Identify and drive the transition of retention and adjustment activities from offline to online and deal with any resulting implications to optimize customer satisfaction and profitability.

- Coordinate all campaign-related activities with the responsible stakeholders within the growth team, e.g. planning, content creation, data etc.

Ideal Candidate

Skills Required :

- You have at least 7 years customer retention experience, ideally within a Retail/Consumer Insights / Market Research or Ecommerce industry.

- You are experienced in managing a wide range of qualitative and quantitative research.

- Experience within would be a strong advantage.

- You enjoy finding creative solutions to problems

- You possess strong analytical skills and are comfortable dealing with numerical data

- You are highly goal driven and work well in fast paced environments

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