Head of Customer Retention Strategy

Há 4 dias


Lisboa, Lisboa, Portugal Darkroom Tempo inteiro
Key Responsibilities
As a Director of Client Experience, you will be responsible for leading our Growth Marketing team in driving client retention and growth. Key responsibilities include:

- Ensuring that Growth Managers and Retention Associates have access to relevant data and insights to inform their decision-making
- Delegating and project managing the creation of new processes to enhance service quality
- Supporting Retention Associates with account strategy, reporting, and optimizations
- Supporting Growth Managers with account strategy, reporting,

Performance Metrics
The success of this role will be measured by the following performance metrics:

- Churn % (Monthly/Quarterly)
- Deliverable Output Pacing Per Client (Monthly)
- Business Performance Pacing Per Client (Monthly/Quarterly)
- Upsell % (Monthly/Quarterly)
- Maintain Goal Contribution Margin per Department / Service (Monthly)
- Monitor & Help Enable Marketplace Platform Spend % and Revenue under Management Growth
- Overall Client Satisfaction (Monthly)
- Client Discounts / Accounts Receivable from Client Dissatisfaction kept at $0 (Monthly)
- Support On-time Payments with Director of Finance (Weekly/Monthly)

Qualifications
To succeed in this role, you will need to have:

- 3+ years of experience in growth marketing or a related field
- Proven track record of delivering results in a fast-paced environment
- Strong analytical and problem-solving skills
- Excellent communication and leadership skills
- Ability to work collaboratively as part of a team

About Us
Darkroom is a dynamic and forward-thinking agency that is committed to delivering innovative solutions that drive business growth for our clients. We offer a range of benefits to support our employees' growth and well-being, including competitive salaries, flexible working arrangements, and opportunities for professional development.
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