Customer Retention Specialist
2 weeks ago
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.
• 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
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