SUPPORT SERVICES GROUP is a multinational CX Services company that provides Consulting, BPO, and Contact Center services, with a presence in more than 10 countries around the world.
We are seeking a skilled and motivated Program Manager to lead our team in preserving and enhancing customer relationships. As an Outbound Retention Manager, you will play a crucial role in developing and implementing strategies to retain existing customers through outbound communication efforts. This position requires a leader with a strong understanding of customer retention principles, excellent communication skills, and a proven track record in managing outbound retention initiatives.
Responsibilities will include:
- Lead and inspire a team of retention specialists to preserve and strengthen customer relationships.
- Provide coaching, mentorship, and ongoing training to enhance the team's skills in customer retention strategies.
- Foster a positive and customer-centric team culture, encouraging proactive communication and problem-solving.
- Collaborate with the reporting teams to develop effective outbound retention strategies.
- Lead management
- Analyze customer data and feedback to identify opportunities for improvement and implement targeted retention efforts.
- Develop personalized communication plans to address customer needs and concerns.
- Establish key performance indicators (KPIs) for the outbound retention team and regularly assess individual and team performance against these metrics.
- Utilize data and analytics to measure retention initiatives' effectiveness and identify improvement areas.
- Streamline and improve outbound retention processes to enhance efficiency and customer satisfaction.
- Implement best practices and continuously seek ways to optimize workflow and resource allocation.
- Build and maintain strong relationships with key clients through effective communication and targeted retention efforts.
- Address customer concerns, resolve issues, and proactively seek ways to enhance customer loyalty.
Qualifications:
- Proven experience in outbound retention management, with a successful track record in preserving and enhancing customer relationships.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Analytical mindset with the ability to leverage data for decision-making.
- Knowledge of CRM systems and customer engagement tools.
- Results-driven with a focus on continuous improvement.
Support Services Group is a CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.