retention manager

1 week ago


Remote, Canada UpWhiten Full time $60,000 - $80,000 per year

MUST INCLUDE VOICE RECORDING OR YOU WILL NOT BE CONSIDERED FOR THIS ROLE.

Purpose/Objective:

Maximize customer lifetime value by reducing churn, increasing customer loyalty, and implementing strategies that keep customers engaged and satisfied with the company's products or services, while also re-engaging prospects who didn't initially convert.

Role Description:

The Retention Manager develops and executes strategies to keep existing customers active and satisfied, while also nurturing relationships with prospects who haven't yet committed. This role analyzes customer behavior, identifies at-risk accounts, implements retention campaigns, manages personalized follow-up processes, and works cross-functionally to improve the overall customer experience.

Core Responsibilities:

Develop and implement customer retention strategies and programs

Touch base with prospects who did not book appointments or convert (follow-up outreach)

Send personalized messages and communications tailored to customer/prospect needs and journey stage

Manage the After-Care process for customers post-purchase/service delivery

Review customer reports and send progress updates to clients on their results, milestones, or service outcomes

Analyze churn data and identify at-risk customers

Create and manage win-back campaigns

Monitor customer health scores and engagement metrics

Conduct customer feedback sessions and surveys

Collaborate with product, sales, and support teams on retention initiatives

Build customer loyalty programs and incentives

Track and report on retention metrics and ROI

Manage onboarding processes to ensure early success

Key KPIs:

Customer Retention Rate (primary metric)

Churn Rate (monthly/annual)

Re-engagement Rate (prospects who didn't book but later converted)

Customer Lifetime Value (CLV/LTV)

Net Revenue Retention (NRR)

Win-back Rate

After-Care Completion Rate (percentage of customers receiving follow-up care)

Progress Update Frequency (reports sent on time)

Customer Health Score

Engagement Rate (email opens, response rates, product usage)

Time to Value (how quickly customers realize value)

Repeat Purchase Rate

ROI of Retention Campaigns

Customer Feedback Scores (NPS, CSAT)

Personalized Outreach Response Rate

Job Type: Part-time

Pay: $5,266.36 per month

Expected hours: 14 per week

Work Location: Remote


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