Retention team manager

Reports to:

Head of member experience

Direct reports:

Retention executives

Overall purpose:

A cross-functional role, the retention manger will be critical to realising our strategic aim of reducing churn across our member base.

A highly visible commercial role responsible for ensuring a consistent, best-in-class experience that fosters long-term loyalty and minimises churn by ensuring all members understand the value of GS1 UK and engage with their membership.

Leveraging data and analytics, the retention manager will continually innovate and optimise our member journey, including strategy development to drive successful upsell and member win-back strategies.
 

Key responsibilities:

Team management and leadership

Provide leadership and mentorship to the retention team, fostering a culture of excellence, accountability and continuous learning.

  • Lead and develop a high-performing team: manage, mentor and inspire the retention team. Foster a collaborative environment that promotes professional growth and excellence.
  • Set clear objectives and KPIs: establish clear performance metrics for the team, aligned with overall business goals. Regularly monitor progress, provide feedback, and adjust plans as necessary to ensure targets are met.
  • Cross-functional collaboration: work closely with other departments to ensure alignment of retention strategy with overall company objectives. Facilitate communication and collaboration between teams to enhance member experience and retention outcomes.
  • Operational excellence: monitor daily operations to ensure efficient and effective output, supporting the team with a hands-on approach as necessary, including managing escalations
Retention strategy and roadmap creation

Drive innovation in retention strategies to achieve measurable improvements in key member retention metrics.

  • Develop comprehensive retention plans: design and implement robust retention strategy that address the entire member lifecycle, from onboarding to renewal, ensuring member satisfaction and reducing churn.
  • Create and drive retention roadmaps: develop long-term and short-term roadmaps that outline key retention initiatives, timelines, and milestones. Ensure these roadmaps are aligned with broader company objectives and are adaptable to changing business needs.
  • Innovation and continuous improvement: stay abreast of industry trends, best practices, and emerging technologies in customer retention. Continuously refine strategy and introduce innovative approaches to enhance member loyalty.
  • Onboarding emerging technology: evaluate and implement technologies to enhance team efficiency and reduce churn.
Data-driven decision making

Utilise data analytics and member insights to design and implement retention programs that effectively reduce churn and enhance LTV.

  • Leverage data and analytics: utilise advanced data analytics to monitor member behaviour, segment the member base, and identify at-risk members. Use insights to inform and optimise retention activities.
  • Drive reporting and insights: develop and maintain dashboards and reports that provide clear visibility into retention metrics, trends, and the impact of retention initiatives. Present findings and recommendations to leadership team.
  • Experimentation and testing: design and execute A/B tests and other experiments to identify the most effective retention tactics. Use data to validate hypotheses and refine plans.
Member experience enhancement

Champion a member-centric mindset across the organisation, advocating for strategies that prioritise member satisfaction and long-term engagement.

  • Optimise the customer journey: analyse customer touchpoints and interactions to identify opportunities to enhance the member experience.
  • Act as the voice of the customer: ensure member feedback and insights are used to improve retention strategy.

Person specification:

Background and experience
  • A minimum of 5 years’ experience working in retention, customer success or related roles, with at least 2 - 3 years’ experience in a management position
  • Proven track record of developing and executing successful retention strategies
  • Strong analytical skills, with experience in data analysis and reporting
  • Excellent communication (both written and verbal), leadership, and interpersonal skills
  • Proficiency with CRM tools, customer journey mapping and customer segmentation
Personal strengths and style
  • Strategic thinker with the ability to balance short-term and long-term goals
  • Analytical and data-driven approach to decision making
  • Meticulous attention to detail
  • Inspiring leader with a passion for team development and the ability to demonstrate both hands-on and delegative leadership styles as required
  • Customer-centric mindset with a passion for achieving best-in-class results
  • Problem solver focused on delivering positive outcomes
  • Bold and innovative thinker comfortable challenging the status quo
  • Natural collaborator with the ability to build strong relationships across the business