WiJungle
Location
Gurgaon | India
Job description
We are searching for a passionate and results-oriented Lead of Customer Retention to lead our team in developing and implementing strategic initiatives to retain our valued customers. In this role, you will play a critical role in driving customer satisfaction, loyalty, and lifetime value. You will be a data-driven leader with a proven track record of success in developing and executing customer retention programs.
Responsibilities: Develop and implement a comprehensive customer retention strategy aligned with overall business goals. Lead the customer retention team in analyzing customer churn data to identify at-risk customers and develop proactive retention programs. Collaborate with marketing, product, and other departments to create initiatives that improve customer experience and address customer pain points. Develop and oversee customer success programs that foster long-term customer relationships and encourage upsell/cross-sell opportunities. Track and measure the effectiveness of customer retention programs using key metrics such as customer churn rate, customer lifetime value (CLTV), and Net Promoter Score (NPS). Stay up-to-date on industry best practices in customer retention and implement innovative strategies to improve customer loyalty. Manage the customer retention budget and ensure efficient allocation of resources. Build and maintain strong relationships with key stakeholders across the organization. Coach and mentor the customer retention team, fostering a culture of continuous improvement. Qualifications: Bachelor's degree in Business Administration, Marketing, or a related field (MBA preferred). Minimum 3 years of experience in customer retention, customer success, or a related field. Proven track record of success in developing and implementing customer retention programs that reduce churn and increase customer lifetime value. Strong analytical skills with experience in data analysis and interpretation. Excellent communication and interpersonal skills, with the ability to influence and collaborate across departments. Strong leadership skills with the ability to motivate and develop a team. Experience in project management and the ability to manage multiple priorities effectively. Deep understanding of customer lifecycle management principles. Proficiency in customer relationship management (CRM) software and data analysis tools. Bonus Points: Experience in the Cyber Security industry. Experience with churn prediction modeling. Proven success in upsell/cross-sell initiatives. Experience with building and managing customer success teams.Job tags
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