Retention Manager

**Job Profile**:
Retention Manager

**Retention Manager**

**Plan administration & Contact centers**

At Knowledge First Financial (KFF), we’re on a journey to create an entirely new student experience. One that is built on instilling confidence in students around the paths they are choosing and their ability and agency to achieve their goals for the future. As enablers and orchestrators of students’ success, we will create access, affordability and agency for students and their champions across our services and solutions. This will provide them with guidance and support in all aspects of planning and saving for post secondary education - giving them a future-ready advantage and help them thrive well past their educational journey.

KFF is cultivating an environment that enables growth, trust and pioneering. To help drive our transformation and growth, KFF is guided by the following strategic pillars:

- Elevate our Expertise in Education Savings & Planning
- Aspire to be Trusted and Easy to do Business with
- Put our Customers in the Center of Our Experience
- Partner to Drive Value, Scale and Reach

**What makes us qualified to do this?**

In business since 1965 and owned and operated by a not-for-profit organization, everything we do is in service to our students. We are a diverse and passionate community of experts that firmly believes in the benefits of education, priding ourselves on helping to shape their future and empowering them to reach their full potential.

As we move forward, we will leverage and build upon our unmatched expertise in the RESP space to propel both our students and our company forward, ensuring a better tomorrow. Our vision is set, our future is bright, and we’re just getting started.

**Mandate**

We are looking for someone who is going to utilize their leadership skills to Manage the Retention at Knowledge First Financial. We take pride in executing our motto of delivering easy and memorable experiences to our customers. We invest in internal growth and talent development for those looking for a long-term career with Knowledge First Financial. The most important aspect of our company is our culture and looking for someone to be a part of it.

Plays a key role in the development of the team by: Coaching and mentoring the team to facilitate their professional development and training.

**CHALLENGES TO BE MET**
- Creating a plan to retain existing customers by identifying their needs and concerns, then communicating with them regularly about relevant company news and events
- Adheres to all Service Level Agreements as specified in Knowledge First Financials Standard Operating Procedures
- Reporting activities - Manage various customer activities such as Retention campaigns (outreach to customers), ensuring all campaigns are on track, and analysis on churn patterns (Cancellations and Transfers out)
- Serves as coach and mentor and consistently works with customer resolution specialist to evaluate and improve skills
- Leading team meetings, asking questions to better understand the calls that customer resolution specialists are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees
- Analyze and deliver cost benefit analysis on current outbound and inbound programs to ensure the program is effective and cost efficient
- Maintain up-to-date knowledge of the company market conditions and leverage advantages to build effective Customer solutions
- Support advancement of overall product roadmap through interdepartmental collaboration, managing the assigned “book of business” with executional excellence
- Provides insights into voice of customer regarding cancellation drivers to develop strategies for retention activities
- Partner with other divisions to address loss of business opportunities
- Assisting other management team members in identifying trends and establishing divisional goals

**WHO WE ARE LOOKING FOR**
- University or College degree in Business or a related discipline
- Asset to be Respdac licensed and familiar with previous subscriber vote programs
- 2-3 years experience working in the Financial services industry for a customer service/call center or Back Office Administration environment
- 1-2 years experience with Customer Retention programs
- Superior customer service skills
- Excellent communication skills; able to articulate clearly and effectively over the phone and in writing
- Strong analytical skills
- Proficient with Microsoft Word and Excel
- Excellent organizational, time management skills and the ability to multi-task in a fast paced environment
- Utilize leadership skills to supervise and support an operations team via the following activities:

- Manage team workload and practices to optimize effectiveness and efficiency

**Work Model**

We have adopted a hybrid model, leveraging the best of remote and in-person work.

**COVID-19 Vaccination**

All Knowledge First Financial employees are re