Customer Retention Manager

Job Locations United Kingdom-London
ID
2020-6595

Introduction

The Economist Group logo

The Economist is a leading source of analysis on international business and world affairs, published weekly in print and digital editions, and daily through our apps and websites. We deliver our information through a range of formats, from newspapers and magazines to conferences, films and audio. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

We are recruiting for a Customer Retention Manager to join the Customer Retention team. The successful candidate will develop and manage the subscriber cancellation process, focussing on saving customers at the point they request to cancel. They will work with the Head of Customer Engagement and the Customer Service team to oversee and monitor subscriber cancellations and develop best in class, targeted efforts to win back subscribers. This is an exciting opportunity to develop a key area of the subscriptions business and drive measurable improvements. 

Accountabilities

How you will contribute:

  • Implement, manage and optimise a multi-channel subscriber save process at the point of cancellation 
  • Work closely with the Customer Service team and directly with our BPO to manage the front line customer service cancellations and save process, delivering world-class customer experience and exceptional results through  insight, culture development and a customer-first mindset.
  • Work closely with the Product team to optimise the online cancellation journey
  • Review, test and optimise current scripts, messaging and save offers to improve save rates
  • Constantly interrogate all cancellation data around why people cancel, and how they are saved, to inform optimisation
  • Develop more in-depth reporting and insights on key drivers for cancellation and customer pain points to better inform retention decisions in other parts of the customer lifecycle
  • Report cancel/save performance against budgeted targets and costs
  • Manage cost of BPO saves - advising Head of Customer Engagement on where spend can be best placed
  • Support in the training and monitoring of customer service call handlers and agents. Create brand information packs, product guides and competitor pricing comparisons to better prepare agents to deal with objections.

Experience, skills and professional attributes

 Ideal skills for this role are:

  • 3-4+ years experience in customer service or retention roles, preferably in interaction with a Customer Service centre
  • Previous experience in a subscriptions role is preferred
  • Determined, energetic can-do attitude - not fazed by challenges or problems
  • Focused on KPIs and outcomes
  • Confident communicator amongst different stakeholders
  • Experience working with and managing third party suppliers 
  • Track record of optimising and improving performance, ideally within a customer service / customer retention setting
  • Ability to interrogate data, make informed decisions and present reports clearly
  • Project management and collaboration skills; comfortable working with various teams across the business to get desired outcomes

 

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