Senior Director, Consumer Retention

Summary

Join Nerdy as our dynamic Senior Director, Consumer Retention and lead our retention division, playing a pivotal role in expanding our consumer business and maximizing team performance. This senior leadership position requires experience leading high-volume contact center operations and a deep understanding of customer lifecycle management. You will develop and implement strategies to enhance customer retention, reduce churn, and increase lifetime value. The role involves leading a global team of retention specialists, driving the execution of our retention strategy, and ensuring high-quality learning experiences for students. Success in this fast-paced environment demands a ferocity for driving team performance and exceeding renewal goals. The ideal candidate possesses exceptional interpersonal skills and a passion for leading fast-growing customer support and retention functions.

Requirements

• Bachelor-level degree required
• 8+ years of progressive experience in high-volume customer service/success operations, leading customer retention/support/relations functions
• Strong leadership qualities with experience in creating effective customer retention processes and driving the accountability and success of the team
• Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure
• Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create the path to achieve
• Proficiency in using a CRM to drive sales efficiency and achievements, as well as competent in using sales enablement tools, Google Suite, web-based presentation tools, & video conference tools
• Excellent verbal and written communication skills
• Strong analytical and troubleshooting skills along with being a data-driven decision-maker with the ability to interpret complex data and translate it into actionable strategies to further improve company performance
• Strong customer relations skills and high emotional intelligence
• Deep understanding of customer needs, acquisition marketing best practices, automation tools, and the ability to develop strategies that enhance customer satisfaction and loyalty
• Creative problem solver. Able to identify real constraints and viable solutions

Responsibilities

• Lead, mentor, and develop a high-performing customer retention team, fostering a culture of excellence and continuous improvement
• Tenaciously drive customer renewals and the relentless execution of customer retention goals through effective support and sales strategies
• Identify key drivers of customer churn and implement effective interventions to mitigate these factors
• Use the CRM to accurately track customer-related activities, communication, market data, and resolve critical issues
• Work closely with product, marketing, sales, and customer support teams to ensure a seamless and cohesive customer experience
• Oversee the development of targeted communication plans and campaigns to engage and retain customers across various channels
• Utilize data analytics to gain deep insights into customer behavior, preferences, and trends
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer retention initiatives. Regularly report on progress to senior management
• Develop actionable plans based on these insights to improve customer satisfaction and loyalty
• Formulate and execute comprehensive customer retention strategies that align with the company’s overall business goals and objectives
• Stay current with industry trends and best practices in customer retention and loyalty programs. Drive continuous improvement and innovation in customer retention strategies
• Leads the work of hiring and promoting bar-raising talent
• Responsible for employee development, even when it means moving people to other areas to help them grow

Preferred Qualifications

• Master’s preferred
• Experience with Zendesk and other customer retention tools/CRMs strongly preferred

Benefits

• Competitive Salary, Variable Compensation, and Equity (Restricted Stock Units) in the company
• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan (no vesting period)
• Maternity, Paternal, and Adoption Leave
• Remote Position
• Flexible PTO
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Unique opportunity to help transform how the world learns!