– To improve retention and reduce attrition.
– Work with and lead inbound and outbound customer facing teams to reduce customer churn. Includes call centre, field teams, sales teams, operations teams across the org.
– Install and improve processes internally and externally
– Proactive activation working on early warning triggers
– Create and execute to a strategy for improved customer retention and NPS actionables correlated to retention
– Introduce and leverage technology; install a predictive customer retention and risk-scoring model
– 10+ years experience in leading customer-facing organizations. B2B/ B2C/ SaaS preferred. Ideally combined background of post-sale and sales experience
– Strong empathy for customers AND passion for revenue and growth
– Analytical and process-oriented mindset
– Demonstrated desire for continuous learning and improvement
– Enthusiastic and creative leader with the ability to inspire others
– Excellent communication and presentation skills
– Relevant Bachelor’s degree; preference for computer science or related degrees