Customer Retention Specialist

Roles and responsibilities

Customer Retention Strategy:

• Develop and implement retention strategies tailored to our VIP customers, ensuring a seamless and delightful experience at every interaction

• Use data and insights to identify churn risks and proactively re-engage high-value customers.

• Collaborate with marketing and product teams to create personalized campaigns, offers, and incentives to drive retention.

Loyalty Program Development:

• Design and manage a VIP loyalty program that rewards engagement, enhances customer satisfaction, and strengthens brand loyalty.

• Continuously analyze and improve the loyalty program to ensure it delivers value to customers and the business

• Partner with cross-functional teams to ensure smooth implementation and communication of loyalty initiatives.

Premium Customer Experience

• Act as the primary point of contact for VIP customers, ensuring their concerns, feedback, and inquiries are handled promptly and effectively

• Deliver a white-glove customer service experience by building personal relationships with high-value customers

• Monitor and analyze VIP customer feedback to identify trends and opportunities for improvement.

Data-Driven Insights:

• Use analytics tools to track and measure the effectiveness of retention and loyalty initiatives.

• Provide regular reports and actionable insights on VIP customer behavior, satisfaction, and retention rates.

• Identify key drivers of customer loyalty and work to enhance those aspects in Snoonu’s services.

Innovative Programs and Campaigns:

• Develop creative loyalty campaigns that resonate with VIP customers and differentiate Snoonu from competitors.

• Identify opportunities for surprise-and-delight moments that exceed customer expectations and build emotional connections.

• Stay ahead of industry trends and best practices in customer retention and loyalty.

Collaboration and Influence

• Work closely with the customer care team to ensure VIP customers receive priority support.

• Collaborate with marketing, product, and operations teams to ensure a cohesive approach to VIP customer retention and loyalty

• Act as an advocate for VIP customers within Snoonu, ensuring their needs and preferences are considered in decision-making.

Desired candidate profile

• Increased VIP customer retention rates and decreased churn.

• Improved Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores among VIP customers.

• Higher engagement and satisfaction with the VIP loyalty program.

• Increased revenue and lifetime value from VIP customers.

What You Bring:

• Customer-Centric Mindset: Passion for delivering exceptional experiences and building strong relationships with customers.

• Analytical Skills: Ability to use data and insights to drive decisions and improve customer retention strategies.

• Creative Thinking: Innovative ideas to surprise and delight VIP customers, making them feel valued and special.

• Communication Skills: Strong ability to engage with customers and influence internal teams.

• Results-Oriented: A proactive and driven approach to achieving measurable outcomes