Customer Retention Manager
CPDformula, Canada
Job Description
LearnFormula is an educational software company for regulated professions such as Accounting, Law, HR and Engineering offering individual programs and courses for skills improvement for adults in regulated industries. We're the Netflix of Continuing Education for regulated professions in 7 countries and 25 industries. We're proudly Canadian.
What we are looking for:
As a Retentions Manager, you will be responsible for developing and implementing strategies to reduce refunds and save subscriptions. You will work closely with our customer service and sales teams to identify the reasons behind refund requests and find effective solutions to retain customers.
Tasks/Responsibilities:
- Lead the development and execution of retention strategies to minimize refunds and save subscriptions using phone calls, Zoom calls, text messages, etc.
- Analyze customer feedback and refund requests to identify patterns and underlying issues.
- Collaborate with the customer service team to improve the customer experience and address common concerns.
- Develop personalized retention offers and incentives to encourage customers to continue their subscriptions.
- Monitor and report on retention metrics, providing insights and recommendations for improvement.
- Coordinate with the marketing team to create targeted retention campaigns.
- Train and mentor team members on best practices for customer retention.
Requirements
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Proven experience in a retention or customer service role, preferably in the e-learning or online subscription industry.
- Strong analytical skills and experience in data-driven decision making.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team in a remote environment.
- Familiarity with CRM tools and customer retention software.
Benefits
- Competitive salary and performance-based bonuses.
- A supportive and collaborative work environment.
- Opportunities for professional growth and development.
- Access to our extensive library of online courses.
Learnformula is committed to fostering an inclusive workplace and is proud to be an equal opportunity employer. We celebrate diversity and are dedicated to creating an environment where all employees are respected, valued, and provided with equal opportunities for advancement, regardless of their race, colour, religion, gender, sexual orientation, national origin, disability, age, or any other protected classification.