Sr. Manager - Services Retention amp Engagement

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The Sr. Manager - Services Retention & Engagement has responsibility for developing, managing, and delivering on retention and engagement (R&E) initiatives designed to nurture customer relationships across all subscriptions and memberships. This engagement can come in the form of support, personalized communication or information sharing, experiences, ongoing value generation, and many other ongoing elements that ultimately drive retention.
This role will be an advocate for customers, a creative problem solver, and a strong cross-functional partner focused on driving direct value at relevant touch points for customers who own subscriptions and memberships.
They will create and develop strong internal and external partnerships; as well as partner with their Director and VP of Membership & Subscriptions to drive engagement initiatives that improve profitability and maximize shareholder value. This position will supervise, train, and develop product management team members.
Key Responsibilities of This Role Include:
Creates membership engagement strategy and ensures cross functional team partnership in executing the strategy
Synthesize customer insights, business analytics, and marketing data to connect the dots in meaningful ways that engage our customer, drive retention, and ultimately increase renewals
Analyze and understand customer and business trends related to renewals and financial goals
Create and manage process and project execution for customer retention and engagement initiatives
Manages cross-functional work teams in the development and execution of all retention and engagement initiatives
Efficiently and effectively oversee allocated project resources (people and budgets) and provide key management of project to ensure expedient execution and benefit realization
Staying abreast of consumer, industry, macro & micro socio-economic trends to help shape long term direction, planning and initiatives/priorities
Presenting to and influencing direct and cross-functional leadership on strategic direction and how it aligns to company priorities and customer expectations.
People Management
Provides relevant work direction for retention and engagement initiatives across cross-functional teams
Provide advisory perspectives across channel-specific teams to ensure customer-centered retention and engagement principles are understood and embedded throughout the organization
People development & mentorship of direct and indirect reports
Involvement in the hiring/interviewing process of prospective associate product managers
Qualifications:
5 years of experience in services, subscriptions or customer engagement and retention
3 years of project management experience
Knowledge and skills consistent with analyzing data and customer insights and deducing relevant next steps and action items to drive engagement & ultimately business results

Company info

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