Head of Retention

2 weeks ago


Riyadh, Ar Riyāḑ, Saudi Arabia AlGooru Full time

AlGooru is hunting for the next generation of CX talents

We're looking for a Head of Retention

A bit about us

  • Design and implement customer retention strategies to increase loyalty and retain client packages
  • Analyzing customer behavior and feedback
  • Building a healthy relationship between AlGooru and the parents/students to improve the customer experience

A day in your life

  • Manage and hire a retention team as per needed
  • Create and optimize retention scripts and pipelines
  • Analyze customer trends to continuously improve retention, upsell, and crosssell strategy
  • Write and present customer behavior reports
  • Review retention coordinators' performance and provide continuous feedback
  • Diversify retention strategies between upselling, crossselling and renewals based on customer behavior and feedback
  • Create automated processes for inactive clients and communicate with customers proactively whenever they're in danger of churning to prevent support issues, foster customer loyalty, and promote good business relationships.
  • Take part of negotiating with customers to renew contracts and retain business.
  • Meet with the Cx/Sales team to propose customer retention solutions
  • Build positive relationships with customers and relative POCs (Sales, Cx, and Tutor Community Tribes)
  • Coordinate with the Head of Cx to:
  • Constantly improve the customer journey for retained clients
  • Draft and edit retention policies
  • Collaborate on Monthly reports
  • Generate retention reports

Requirements:

Experience needed

  • 35 years of experience in Retention
  • Relevant experience with startups / Saudi marketplaces is a BIG plus
  • Great organizational & time management skills
  • Superb communication and persuasive skills
  • Familiarity with CRMs and internal databases
  • The drive to succeed
  • General assessment form (510 minutes)
  • Chemistry meeting minutes)
  • Technical interview minutes)
  • Technical assessment
  • Visionfit interview minutes)
  • Offer extended to successful applicants

Benefits

Role benefits

  • Work from anywhere
  • Unlimited paid sick days
  • No clocking in/out
  • ESOP shares
  • Laptop fund
  • Fast promotions (like really fast)
  • Enjoy monthly Pizza Fridays
  • Learn anything online and expense it on us
  • Travel for company events and get reimbursed

How to gain extra Gooru points

  • Demonstrate your entrepreneurial, hustling, and energetic spirit
  • Prove your ability to take full ownership of your role without the need to be micromanaged
  • Conduct proper research about AlGooru prior to your interviews with us, we love people who already know about us.
  • Be extra organizedlike extra

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