Director, Customer Retention

6 months ago

Greater Toronto Area, Canada AutoTrader.ca Full time

The Director, Customer Retention is responsible for the creation of the overall retention strategy for customers for the business. Will oversee the management of the day-to-day proactive, reactive retention, and performance management operations. Holds the operational accountability for the team, including meeting all revenue objectives from all sources. Will build strategies and plans out of analytics and monitoring customer activity and working with the Marketing team to develop strategies and action plans to prevent churn; while soliciting buy-in from stakeholders through influence and negotiations. Ultimately ensures customer satisfaction while meeting company objectives. Leads by example, and initiates and supports all new advertising programs for TRADER.

1. **Retention Strategy**
- Create the overall retention strategy for the business using reporting data and predictive analytics with an emphasis on proactive retention to protect revenue and customers.
- Leads the team and ensures the retention strategy is adhered to. Ensures the consistent delivery of key messages, client experiences, and business priorities are achieved.
- Ensures the team takes ownership of client issues proactively and ensures the escalation process is followed and in line with the overall strategy.
- Core of the role is to identify strategic opportunities for improvements in customer satisfaction levels and product offerings.
- Ensures analysis is taking place of customer products to ensure the Retention team is offering correct packages to retain customer business.
- Willingness to engage directly with high-value customers to proactively avoid churn and retain customers.

**2. Leadership, Employee Capability & Engagement**
- Coach, train, and mentor the team to have the capability to deliver results ensuring the development of action plans to close identified skills gaps.
- Oversees management activities to maximize employee satisfaction through coaching & performance management.
- Promotes and maintains a positive working environment that builds employee trust, attitudes, knowledge, and skills with Trader Corporation values
- Accountable for efficient & effective functional team operations.
- Demonstrates commitment to the efficient implementation of new initiatives by leading the change process.
- Works cross-functionally with Marketing and Training to develop programs to further enhance Retention team skills.

3. **Business Performance**
- Analyzes churn reports using predictive analysis to provide insights to present to the executive level. Influencing strategic partners is critical to move the business forward.
- Builds relationships within the external automotive market to gain stakeholder confidence.
- Conducts extensive market research to understand customer behavior and market trends to make recommendations to reduce churn.
- Provides insight and recommendations to any incentive programs designed to improve sales.
- Accountable for business sales results to plan; reviews and discusses at daily/ weekly/monthly/quarterly performance reviews, and adjusts activities as required
- Accountable for business sales results to plan; reviews and discusses at daily/ weekly/monthly/quarterly performance reviews, and adjusts activities as required
- Develop relationships with service & sales partners to ensure efficient operation of the team and optimal client satisfaction.
- Develop relationships with service & sales partners to ensure efficient operation of the team and optimal client satisfaction.
- Provides insight and recommendations for any incentive programs designed to improve sales.

**Job Requirements**:

- Please indicate if required (R), preferred (P), or asset (A)_
- Post-secondary education in Marketing, Commerce, Business, or related field (R)
- Background in advertising, and media with an understanding of how dealerships operate (R)
- Minimum of 8 years knowledge of customer sales and retention experience (R)
- Demonstrated ability to lead, train, coach, and motivate a team to effectively increase performance results and achieve desired results in the area of client retention (R)
- Ability to influence executive level (R)
- Responsive and adaptable to fast-paced environment (R)
- Proven and demonstrated technical and analytical skills (R)
- Excellent communication, both written and verbal.
- Ability to articulate solutions with concise direction (R)
- Strong interpersonal and communication skills; able to handle multiple styles of communication and levels of management (R)
- Skilled at building internal relationships and partnerships (R)
- Strong negotiation skills (R)

**Soft Skills & Competencies**:

- Compete to win attitude
- High level of problem-solving abilities
- Ability and aptitude to recognize potential unfavorable trends and areas to improve before they materially affect results and customer satisfaction
- Proven and demonstrated leadership skills
- Excellent communication and problem-solving skills
- Ex

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