Varsity Tutors, a Nerdy Company · 1 day ago
Senior Director, Consumer Retention
Remote - Chicago
Full-time
Remote
Senior Level, Lead/Staff, Director/Executive
8+ years exp
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Responsibilities
Lead, mentor, and develop a high-performing customer retention team, fostering a culture of excellence and continuous improvement.
Tenaciously drive customer renewals and the relentless execution of customer retention goals through effective support and sales strategies.
Identify key drivers of customer churn and implement effective interventions to mitigate these factors.
Use the CRM to accurately track customer-related activities, communication, market data, and resolve critical issues.
Work closely with product, marketing, sales, and customer support teams to ensure a seamless and cohesive customer experience.
Oversee the development of targeted communication plans and campaigns to engage and retain customers across various channels.
Utilize data analytics to gain deep insights into customer behavior, preferences, and trends.
Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer retention initiatives. Regularly report on progress to senior management.
Develop actionable plans based on these insights to improve customer satisfaction and loyalty.
Formulate and execute comprehensive customer retention strategies that align with the company’s overall business goals and objectives.
Stay current with industry trends and best practices in customer retention and loyalty programs. Drive continuous improvement and innovation in customer retention strategies.
Qualification
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Required
Bachelor-level degree required, Master’s preferred.
8+ years of progressive experience in high-volume customer service/success operations, leading customer retention/support/relations functions.
Strong leadership qualities with experience in creating effective customer retention processes and driving the accountability and success of the team.
Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure.
Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create the path to achieve.
Proficiency in using a CRM to drive sales efficiency and achievements, as well as competent in using sales enablement tools, Google Suite, web-based presentation tools, & video conference tools.
Excellent verbal and written communication skills.
Strong analytical and troubleshooting skills along with being a data-driven decision-maker with the ability to interpret complex data and translate it into actionable strategies to further improve company performance.
Strong customer relations skills and high emotional intelligence.
Customer Focus: Deep understanding of customer needs, acquisition marketing best practices, automation tools, and the ability to develop strategies that enhance customer satisfaction and loyalty.
Innovation: Creative problem solver. Able to identify real constraints and viable solutions.
Preferred
Experience with Zendesk and other customer retention tools/CRMs strongly preferred.
Benefits
Competitive Salary, Variable Compensation, and Equity (Restricted Stock Units) in the company
Healthcare Plans (Medical, Dental, Vision, Life)
401k Company Matching Plan (no vesting period)
Maternity, Paternal, and Adoption Leave
Remote Position
Flexible PTO
Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
Unique opportunity to help transform how the world learns!
Company
Varsity Tutors, a Nerdy Company
Varsity Tutors, a Nerdy (NYSE: NRDY) company, is a leading platform for live online learning, with a mission to transform the way people learn through technology.
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
$107MKey Investors
Learn Capital
2018-02-14Series C· $50M
2017-12-07Series Unknown· undefined
2015-11-10Series B· $50M
Leadership Team
Chuck Cohn
Chief Executive Officer
Mike Dierken
CTO
Recent News
2024-06-04
Company data provided by crunchbase
