Reports to: Chief Marketing Officer
Job Summary: The Retention Manager is responsible for managing customer communication through the customer lifecycle. This role involves developing and executing customer retention strategies, analyzing customer data to identify trends, and working with other departments to ensure customer satisfaction and improve repeat and referral sales. The successful candidate will have excellent leadership skills and a proven track record in customer retention.
Primary Responsibilities:
· Develop and manage customer retention and referral programs
· Map out the customer journey
· Create strategies to improve customer loyalty and repeat purchases
· Monitor customer satisfaction and recommend solutions to improve customer experience and communication
· Analyze customer data and trends to identify areas of improvement
· Track customer retention and lifetime value metrics and measure success of retention strategies
Performance Requirements:
· Proven experience in customer retention, loyalty, and referral programs
· Strong knowledge of customer relationship management (CRM) systems and data requirements
· Excellent analytical and problem-solving skills
· Ability to develop creative strategies and plans to increase customer retention
· Familiarity with the home improvement industry (preferred)
Education:
· A bachelor’s degree in business, marketing, or related field.
Experience:
· Minimum 5 years’ experience as retention manager or related field.
Work Schedule: Full-Time
· Office hours range from 8:00 am – 4:30 PM.
· May be required to attend events or meetings outside of normal work hours.
Job Type: Full-time
Pay: $100,000.00 - $120,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- Weekends as needed
Supplemental pay types:
Experience:
- customer retention: 5 years (Required)
Ability to Relocate:
- New Castle, DE 19720: Relocate before starting work (Required)
Work Location: In person