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Senior Customer Retention Manager

LawnStarter

LawnStarter

Customer Service
Manila, Philippines
Posted on Wednesday, June 12, 2024

LawnStarter is the nation’s leading on-demand marketplace for lawn care and related services, allowing hundreds of thousands of customers nationwide to book a service with the tap of a button. But lawn care is only the beginning - our vision is to become the one-stop shop for all home services.

Our company is flourishing at an incredible pace, profitable and achieving remarkable success. And we're not stopping there! We're actively seeking talented and hard-working individuals like you to join our team and help us achieve our ultimate vision.

SENIOR RETENTION MANAGER

LawnStarter is seeking a dynamic and results-oriented Retention Manager to join our team. The Retention Manager will be responsible for developing and executing strategies to improve customer retention, reducing churn, and scaling teams of retention specialists across multiple channels. This role requires a deep understanding of customer behavior, a history of delivering retention improvements with other U.S. based companies, and a passion for inspiring a workforce to get excited about saving customers. This is a contract role.

Responsibilities:

  1. Customer Retention Strategy:
  • Develop and implement effective customer retention strategies to reduce churn and increase customer loyalty.
  • Analyze customer data to identify trends and insights, and use this information to create targeted retention campaigns.
  • Team Management and Leadership:
    • Lead and mentor a team of retention specialists, providing guidance, training, and support to ensure high performance.
    • Foster a positive and collaborative team environment, encouraging innovation and continuous improvement.
    • Set clear goals and expectations for team members, and conduct regular performance reviews to ensure objectives are met.
  • Customer Communication:
    • Partner with our Lyfe-Cycle Manager to create and manage customer communication plans, including email/SMS campaigns, and personalized outreach.
    • Ensure consistent and timely communication with customers to keep them engaged and informed about services features and the convenience of our marketplace
  • Customer Experience Improvement:
    • Collaborate with the Customer Service, Product, and Sales teams to identify and address pain points in the customer journey.
    • Develop and implement initiatives to enhance the overall customer experience and satisfaction.
  • Data Analysis and Reporting:
    • Monitor key retention metrics and analyze performance data to assess the effectiveness of retention initiatives.
    • Prepare regular reports on retention performance and provide actionable insights to senior management.
  • Cross-Functional Collaboration:
    • Work closely with Marketing, Product, and Sales teams to align retention efforts with broader company goals and strategies.
    • Partner with the Product team to advocate for features and improvements that will drive customer retention.
  • Customer Feedback Management:
    • Collect and analyze customer feedback to understand their needs and preferences.
    • Implement feedback loops, and create retention tools that continuously improve services and address customer concerns promptly.