Responsible to: Head of Customer Service
Job Purpose: At the heart of this role is something pretty simple: talking to our customers. You'll bring a human touch to retention, proactively reaching out at key moments in the customer journey, starting genuine conversations and looking for opportunities to make their experience better. Our subscribers will be a big focus; ideally, we want every customer who cancels to hear from us personally!
This is a brand-new role at Rave, sitting within Customer Services but working closely with Marketing. That means there's plenty of scope to shape it: testing what works, helping define how we approach proactive retention and evolving the role as we learn more about what makes the biggest difference to our customers.
Key Responsibilities
- Take a proactive, personal approach to subscription retention, reaching out to customers who cancel to understand why they're leaving and, where it feels right, see if there's something we can do to keep them.
- Look for the signs before someone cancels, using subscription, purchase and engagement behaviour to identify customers who might be about to jump ship.
- Test different ways of saving and winning back customers; from better help, product recommendations, incentives or simply a well-timed conversation.
- Work with Marketing, Ecommerce and Customer Services to spot where wider changes to our subscription experience could help keep customers with us for longer.
- Help us identify our most loyal and valuable customers, as well as those showing signs that they could become some of our best, and find ways to nurture those relationships.
- Shape what a brilliant Rave VIP experience looks like, including how we reward loyalty with an enhanced level of service.
- Build better feedback loops between our customers and the wider business, making sure useful insight doesn't get lost in individual conversations or support tickets.
- Help us join up what customers say with what they actually do, using both conversations and customer data to build a better picture of what's working and what isn't.
- Track the impact of retention activity across areas such as subscription churn, customer saves, win-back and longer-term customer value.
Knowledge, Skills and Experience
- Previous experience in customer retention, CRM, loyalty, subscriptions or a similar customer-focused role.
- Strong written and verbal communication skills and a genuine desire to talk to customers.
- Good judgement and a level head when it comes to customer feedback.
- Commercial awareness and an understanding of the value of building long-term customer relationships.
- Confidence working with customer data and using it to identify trends and opportunities.
- A curious and proactive approach. If customers suddenly start behaving differently, we want someone asking 'why'?
- An interest in testing new ideas, measuring their impact and using what you learn to make the next thing better.
- Strong organisational skills and the ability to manage proactive customer outreach alongside wider retention projects.
- Willingness and ability to work some weekends. We roast and post coffee seven days a week, and some proactive customer outreach will make more sense at weekends!
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