We are looking for a Community Operations Member Retention Specialist to retain our members. The support we provide our members is important to the success of the brand. Support is a lot more than just answering questions, it's about taking the information our members provide us to use as insights. This role comes with a heavy focus on de-escalating our most critical member issues, identifying solution-focussed actions from the Root Cause Analysis (RCA) and experimenting on proactive actions to drive member retention.

This role will be based in London, reporting to the Director of Community Operations Planning.

KEY ACCOUNTABILITIES :

- Consistently deliver positive member outcomes according to agreed service level agreement, ensuring that the member receives timely solutions for the most complex and difficult problems. Your work will help turn detractors into promoters.

- Be a passionate advocate for most valuable members and listen attentively to their feedback, so we can positively influence how we interact with them, and provide actionable insight that directly impacts how we work.

- Become a key driver in the RCA project's success, by auditing, identifying and creating solution-focussed actions from the member feedback we capture. You will liaise with various stakeholders to ensure these actions are followed through and the key problems identified are fixed.

- Complete proactive contacts to experiment on various service differentiation initiatives with a goal to increase member retention. This includes, but not limited to, negative CSAT follow ups, goodwill gestures for bug issues and new contact channels.

EXPERIENCE WE ARE LOOKING FOR

- Minimum of 2 years customer service experience, preferably in loyalty or retention focused areas.

- Experience in handling escalated customer issues in an effective and efficient manner, with high focus on customer satisfaction.

- Strong knowledge of data analytics and identifying trends through various data sources.

- Experience in building and maintaining communities through social media.

ABOUT YOU :

- You are comfortable in a fast-paced environment where you communicate daily with world-class talent from our global teams including [list some teams here]

- You are positive and committed with a 'can-do' attitude and a flexible approach

- You are a problem solver and a forward thinker

- You are a self-starter: you thrive on taking ownership of initiatives with limited oversight

- You have excellent time management and you know how to manage multiple priorities, breaking large projects into manageable pieces

- You have great communication skills, both verbal and written

- You are deeply passionate about brand vision and values

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.