Customer Retention and Operations Manager

The Churn and Operations Manager is responsible for developing and executing strategies to minimize customer churn and increase user retention. The candidate will also be responsible for optimizing operational processes that help reduce churn and increase customer retention.

This role involves analyzing customer data to identify churn risks, implementing proactive retention strategies, and refining operational workflows to support customer satisfaction and retention. The ideal candidate will have a strong background in customer success, data analysis, and operations management, with a proven ability to drive process improvements and reduce churn.

Key outcomes of the role:

• Churn Analysis & Reduction: Analyse customer data to identify patterns, trends, and early warning signs of potential churn. Regularly identify at-risk customers across the retail customer base and develop and implement a strategy to reduce churn rates. Collaborate with Customer Success and Marketing teams to create targeted retention plans and interventions for at-risk accounts. Monitor the effectiveness of churn reduction initiatives, report on them, and adjust strategies as needed.
• Customer Retention Strategy: Design and execute customer retention programs, including personalized communication, loyalty incentives, and renewal campaigns. Work closely with the Sales, Marketing, and Product teams to develop value propositions and offers that enhance customer loyalty. Create and maintain customer journey maps to ensure a seamless experience throughout the customer lifecycle. Regularly assess customer feedback and satisfaction metrics to identify areas for improvement.
• Operational Process Optimization: Oversee the development and refinement of operational processes to improve efficiency and effectiveness. Standardize and document workflows, ensuring consistency and scalability across the team. Implement process improvement methodologies (e.g., Lean, Six Sigma) to streamline operations and reduce waste. Collaborate with cross-functional teams to ensure that operational processes align with overall business objectives.
• Data Management & Reporting: Manage the collection, analysis, and reporting of churn and customer retention metrics. Develop and maintain dashboards that provide real-time insights into customer health, churn risk, and retention rates. Monitor the churn rate on a monthly basis and work to reduce it. Present regular reports to senior management, highlighting key trends, insights, and recommendations for reducing churn.
• Tool & Technology Optimization: Oversee the selection, implementation, and optimization of tools and technologies that support churn management and operations. Ensure that tools are integrated with the required systems, enabling accurate data flow and reporting. Provide training and support to the Customer Success team on the effective use of these tools.
• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Finance teams to align churn reduction efforts with broader company goals. Facilitate communication and collaboration across departments to address customer pain points and improve the overall customer experience.
• Continuous Improvement: Lead initiatives to continuously improve churn management processes, focusing on scalability, efficiency, and customer satisfaction. Stay informed about industry best practices and emerging trends in churn management and operations.

About you:

• Have a passion for data, customer retention, and process optimisation.
• Bring demonstrable experience in analytical skills with the ability to interpret complex data and provide actionable insights.
• Enjoy a fast-paced environment.
• Bring experience of CRM systems (HubSpot preferred), customer success platforms, and data analysis tools (e.g., Quicksight).
• Be curious, research, and ask questions.
• Be result and target driven.
• Demonstrate excellent communication skills, both oral and in writing, and have the ability to present findings to senior leadership.
• Have exceptional organisational skills and attention to detail.
• Be a creative thinker, always thinking 'how can we'.
• Show a strong desire to succeed and make a difference.

Experience and skills that will help you succeed:

• Process improvement methodologies.
• Excellent organisational and project management skills, with the ability to manage multiple initiatives simultaneously.
• Experience in subscription-based or technology companies.
• Knowledge of customer success metrics, retention strategies, and best practices.

What’s in it for you?

There are many reasons to come on board our team of talented professionals, but here are just a few:

• We work collaboratively with passion and open minds to harness our collective strength and diversity.
• We prioritise individuality, open communication, and sustainable scaling strategies.
• We encourage our teams to decide their ways of working.
• We offer a great work environment in an internationally successful enterprise in the online services industry.