Retention Manager

At Synrg360, we are dedicated to empowering businesses through our specialized services in customer support, marketing, and strategic consulting. Our mission is to help you build strong, lasting relationships with your customers, drive your brand’s growth, and position your business for long-term success.

With a passion for excellence and a commitment to your success, Synrg360 stands out as a trusted partner in your business journey. Our holistic approach ensures that every aspect of your business, from customer interactions to marketing initiatives and strategic planning, is aligned with your vision and goals. Let us help you unlock your full potential and achieve extraordinary success.

About the role:
The Retention Manager is responsible for developing, implementing, and optimizing customer retention strategies across various channels. This is a critical position in driving customer loyalty, maximizing lifetime value (LTV), and reducing churn rates. The Retention Manager works closely with product, marketing, data analytics, and CRM teams to deliver a seamless, engaging, and personalized customer experience.

Key Responsibilities:

1. Retention Strategy Development

• Develop and execute a comprehensive retention strategy in the company.
• Leverage customer insights, behavioral data, and market trends to continuously refine retention initiatives.
• Establish KPIs and performance metrics for retention programs to monitor success.

2. Customer Segmentation and Personalization

• Use advanced segmentation techniques to identify customer cohorts, such as VIPs, high-risk churn clients, and new sign-ups.
• Implement tailored retention campaigns, including loyalty programs, win-back strategies, and personalized offers.
• Collaborate with data teams to leverage AI and machine learning for dynamic personalization.

3. Multi-Channel CRM Management

• Oversee CRM strategy and its execution across email, SMS, in-app notifications, social media, and website content for seamless communication.
• Optimize customer journey workflows and automated messaging for improved engagement.
• Manage tools and platforms used for CRM campaigns, ensuring effective audience targeting and campaign measurement.

4. Promotions and Loyalty Programs

• Design and manage promotions and loyalty programs tailored to our customers, focusing on retention and satisfaction.
• Measure the ROI and engagement metrics of campaigns, using insights to guide future promotions.
• Ensure compliance with leisure regulations specific to promotional activities in the region.

5. Data Analysis and Insights

• Conduct regular analysis of customer behavior, campaign effectiveness, and lifetime value to optimize retention efforts.
• Develop regular reporting and dashboards to track key metrics, providing insights to senior management.
• Collaborate with data teams to develop predictive models aimed at identifying at-risk customers for proactive retention.

6. Stakeholder Collaboration and Leadership

• Work closely with acquisition, product, and customer support teams to ensure a holistic approach to the customer lifecycle.
• Lead and mentor a team of retention and CRM professionals, fostering a culture of data-driven decision-making.
• Engage with compliance and legal teams to ensure retention strategies align with regulatory requirements.

Requirements:

• Bachelor’s degree in Marketing, Business Administration, or a related field; Master’s degree is a plus.
• Proven experience in a similar position within the leisure industry.
• Fluent in French and strong English spoken and written skills.
• Strong analytical skills, with experience in customer data analysis, segmentation, and the use of CRM tools (e.g., Salesforce, Optimove, or similar platforms).
• Strong problem-solving skills, with a proactive and data-driven approach to customer engagement.
• Proficient with data visualization and analytics tools (e.g., Tableau, Power BI).
• Knowledge of responsible practices and leisure regulations.
• Exceptional communication and interpersonal skills for cross-functional collaboration.

We offer:

• Health Insurance
• Lunch Allowance
• Paid leaves
• Other benefits as per company benefit plan