Deskripsi Pekerjaan
Join Ora Group's growth engine as a Senior Retention Manager and take strategic ownership of our customer lifecycle initiatives. This pivotal role requires you to design and execute cross-channel CRM strategies that maximize customer lifetime value while minimizing churn. You'll lead data-driven retention campaigns, analyze customer behavior patterns, and collaborate with product, marketing, and sales teams to deliver seamless customer experiences. As a key architect of our customer loyalty framework, you'll develop targeted engagement programs, optimize communication touchpoints, and establish measurable KPIs to track retention success. The ideal candidate will drive innovation in retention methodologies while mentoring team members to elevate our customer-centric culture. This position offers the opportunity to directly impact Ora Group's sustainable growth by transforming customer insights into actionable retention strategies.
Tanggung Jawab
- Develop and implement comprehensive retention strategies across all customer touchpoints
- Lead cross-functional CRM campaigns to improve customer loyalty and reduce churn rates
- Analyze customer data to identify retention opportunities and optimize customer journeys
- Collaborate with product and marketing teams to align retention initiatives with business objectives
- Design and execute targeted loyalty programs and personalized communication strategies
- Monitor and report on retention KPIs, presenting actionable insights to leadership
- Mentor junior team members and drive continuous improvement in retention methodologies
Kualifikasi
- Bachelor's degree in Marketing, Business, or related field with 5+ years in retention management
- Proven expertise in CRM platforms and marketing automation tools (Salesforce, HubSpot)
- Strong analytical skills with experience in customer segmentation and behavior analysis
- Track record of developing successful retention strategies in high-growth environments
- Excellent leadership abilities with experience managing cross-functional teams
- Advanced proficiency in data visualization tools and SQL/Excel for reporting
- Deep understanding of customer lifecycle management and loyalty program design