Head of Retention

3 weeks ago


Riyadh, 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 cross-sell strategy
- Write and present customer behavior reports
- Review retention coordinators' performance and provide continuous feedback
- Diversify retention strategies between upselling, cross-selling 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**
- 3-5 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 (5-10 minutes)
- Chemistry meeting (15-30 minutes)
- Technical interview (30-60 minutes)
- Technical assessment
- Vision-fit interview (60-90 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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