Retention Specialist - SMARTY

WeAreTechWomen; Reading; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading company in the tech sector seeks a professional for a retention management role focused on achieving commercial goals. The successful candidate will collaborate with CRM teams, manage retention programmes, and analyze customer behavior to enhance customer loyalty. This position offers a dynamic and inclusive work environment where diverse talents are valued.

Qualifications

• Prior experience in a commercial/P&L role or CRM role.
• Numerate individual capable of developing complex business cases.
• Experience working closely with CRM and Marketing teams.

Responsibilities

• Create and coordinate retention performance metrics and report to stakeholders.
• Manage performance of key retention programmes and propose strategic changes.
• Analyze customer churn and develop plans to reduce it.

Skills

Analytical skills

Strategic thinking

Commercial awareness

Job description

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

• Work with the CVM Lead to achieve SMARTY’s retention aspirations. Help createcommercial programmes and tactical activity– predominantly through base management - to achieve commercial goals in an on-brand SMARTY way: Simple, honestmobile.

• Help to create and coordinate SMARTY’s retentionperformance. Report performance to all keystakeholders.
• Work collaboratively with CRM to create compelling, on-brand base management plans.
• Manage the in-life retention performance of key programmes: Lifecycle comms, Reboxed, Next Best Offer, reactivations, Bedrock. Including in-flight and strategic changes to key programmes to optimise performance.
• Uncover, analyse and report on the key reasons why customers leave SMARTY. And work with the CVM Lead to create plans to reduce churn for these reasons.

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

• Prior experience in a commercial / P&L role or CRM role
• Numerate individual who can create complex business cases, map out detailed forecasts and report complex results
• Strategic thinker who can execute the now and plan for the future.
• Previous experience of working with customer bases and understands the importance of CVM & CRM
• Has worked closely with a Marketing CRM team, or has prior experience in Marketing/CRM
• Experience of managing propositions/products in-life, optimising and monetising them
  .

• Help to create and coordinate SMARTY’s retentionperformance. Report performance to all keystakeholders.
• Work collaboratively with CRM to create compelling, on-brand base management plans.
• Manage the in-life retention performance of key programmes: Lifecycle comms, Reboxed, Next Best Offer, reactivations, Bedrock. Including in-flight and strategic changes to key programmes to optimise performance.
• Uncover, analyse and report on the key reasons why customers leave SMARTY. And work with the CVM Lead to create plans to reduce churn for these reasons.