Campo Grande · 1 day ago

Associate, Customer Service & Project Coordinator - Retention

United States

Full-time

Remote

Mid Level

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E-Commerce

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Responsibilities

Develop and lead retention programs that will drive customer referrals and enhance customer loyalty.

Utilize customer reviews and other key customer metrics to guide decisions and recommendations that will enhance our customer lifetime value (LTV).

Ideate and recommend ways to enhance our billing and subscription management capabilities and drive efficiency, access, and loyalty with our customers.

Utilize analytics to leverage predictive modeling to support our marketing.

Partner with Marketing and Web Dev to identify unique opportunities to enhance the customer journey, convert prospective customers, to grow our member base and strengthen LTV.

Identify and build mechanisms that help us better personalize the member experience in a way that delights our members and inspires prospective customers.

Launch programs that increase member retention via our physical product (Ecomm Launch).

Drive cross-functional initiatives and programs that help us to better reach, attract, retain and excite our growing subscriber base.

Utilize performance metrics and customer insights to identify risks to churn, and drive activations to limit these risks (i.e. churn prevention program).

Increase subscription conversion from one-time purchasers.

Continuously keep a pulse on new client behavior, competitive and market trends to drive new features, innovative solutions, and ideas.

Provide World Class Service by overseeing a customer service team.

Coordinate with the Operations and Finance Teams on new item launches and feedback loops.

Maintain project calendars and hours to enforce deadlines and budgets effectively.

Address project completion challenges by identifying bottlenecks and implementing strategies to ensure projects are completed successfully.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer RetentionLifetime Value (LTV)Project CoordinationData AnalyticsCustomer Service ManagementPredictive ModelingSOP CreationSubscription ManagementSpanishCross-Functional Collaboration

Required

Demonstrable Experience in LTV, Project Coordination, and/or Customer Service Management for highly visible accounts.

Great at self-managing time and workload for efficient deliverables. ability to create a work-life balance for yourself, while staying hyper driven to succeed.

Proven experience delegating tasks, creating SOPs and working with internal and external teams efficiently and clearly.

Skilled in Data Analytics.

The ability to thrive in a fast-paced environment with a consistent 'can-do' attitude.

English (Required)