Customer Retention Strategist
4 weeks ago
About the Role:
We're on the hunt for a Customer Retention Manager to join our team at Flying Tiger Copenhagen. As a key player in our customer service department, you'll be responsible for leading our internal team and managing an external customer service function. Your goal will be to steer them towards success, ensuring our customers' needs are met, and their expectations are exceeded.
Key Responsibilities:
- Lead the Customer Service Team:
You'll be the captain of our customer service ship, leading our internal team and managing an external customer service function. Your focus will be on driving performance and ensuring seamless customer experiences. - Data-Driven Strategies:
You'll develop and execute data-driven strategies to reduce churn, identifying customer-first initiatives that keep our shoppers smiling and coming back for more. - Metrics and Automation:
You'll set, pursue, and monitor key metrics that align with our customer goals, leveraging automation and AI to create seamless processes that solve customer pain points. - Customer Journey Expertise:
You'll work closely with our Digital Customer Experience department to research customer behavior, create predictive models of the customer journey, and execute these plans with your team and stakeholders. - Innovation and Improvement:
You'll be responsible for constantly looking for ways to expand and improve our methods and your area of responsibility, ensuring our customer service is always at the forefront.
What We're Looking For:
- Experience:
You'll need at least 3 years of experience in Customer Service Management, with a track record of success. - Tech Savvy:
Experience with Fresh Customer Service Suite and Shopify is a big plus. - Process Improvement:
You'll need to have experience in improving processes and streamlining operations. - Automation and AI:
You'll be curious to work with automation and AI tools to enhance customer service and ready to explore their potential. - Remote Management:
You'll have managed an off-site team before and know how to keep them connected and motivated. - Analytical Mindset:
Numbers, data, and trends will be your best friends, and you'll be as comfortable with spreadsheets as you are with customer conversations.
Ready to Take the Lead?
We'd love to hear from you. Apply today and let's make customer retention the best it can be.
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