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Customer Retention Manager

Job description

Customer Retention Manager
Permanent/London
Competitive Salary
 
Our music client is looking for a Customer Retention Manager to devise tactics to bolster retention and tackle churn for a subscriber base numbering in the thousands.  This role sits within a small autonomous team within the larger organisation and iterates on a rapid development cycle, so we are looking for individuals who work the same way.  The ideal candidate is an independent thinker with an agile approach to working in truly cross-functional function and must be an expert with demonstrable experience in retention for subscription SaaS businesses. 
 
Responsibilities:
  • Responsible for key KPIs: Retention, ARR, MRR, Churn Management, LTV, Net Growth
  • Owning all retention activities
  • Working with the Head of Marketing and Product to optimise the subscription funnel and feature set to enhance the customer experience
  • Test and explore add on product and upsell options that will continue to evolve as the product range expands
  • Provide progress updates to the Head of Product and the Board on a regular basis
 
What you need to be considered:
  • A proven track record devising tactics to improve retention for SaaS business, at scale (i.e. thousands of customers)
  • Deep understanding of subscription business metrics and challenges
  • Results-focused with extensive experience in test and learn at a customer, campaign and product level
  • Experience using CRM and marketing automation software, including building campaigns based on customer insights
  • Analytical and commercial - can use analytical insight to drive commercial decisions and contribute to the product roadmap
  • Autonomous and self-organising – can hit the ground running with retention tactics
  • Expert in newest retention techniques
  • A confident communicator who enjoys complex technologies
  • Experience working in SaaS subscription businesses
  • A passion for music and music production (desirable)
  • Experience in building/ managing subscription pricing models (desirable)
  • CRM and automation (desirable)
  • Comfort with copywriting (desirable)
  • Data Analysis Expert(desirable)
  • Basic understanding of plug-in / VST software, previous experience at a pro-audio technology company (desirable)
 
If you haven't heard from us within 7 days, I am afraid you haven't been successful this time. Please do keep an eye on our website careermovesgroup.co.uk for further opportunities.
 

 

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