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    Customer Retention and Service Manager - Cebu City, Pilipinas - J. Plazo Staffing Corp

    J. Plazo Staffing Corp
    J. Plazo Staffing Corp Cebu City, Pilipinas

    3 araw ang nakalipas

    Default job background
    Buong oras Serbisyo sa Customer/Suporta
    Paglalarawan

    Business Impact:

    The Customer Service and Retention Manager's role is pivotal in maintaining and enhancing
    customer loyalty, impacting key performance indicators including retention rates and revenue
    generation. By implementing effective retention strategies and leading a team focused on
    exceptional service delivery, this position significantly contributes to the company's growth and
    profitability.

    Position Overview:

    The Customer Service and Retention Manager will be responsible for developing and executing
    comprehensive strategies aimed at enhancing customer retention, driving sales initiatives, and
    ensuring exceptional service delivery. This role requires a strong background in customer
    service and a proven track record in successful retention strategies.

    Job Responsibilities:

    Strategic Leadership:
    Devise and execute comprehensive retention strategies,
    utilizing data insights to fortify customer loyalty, minimize churn, and foster long-term
    relationships.

    Retention Strategies Integration:
    Implement segmentation and personalized
    communication plans to enhance customer satisfaction, loyalty, and lifetime value.

    Sales and Retention Initiatives:
    Collaborate with sales teams, aligning strategies for
    upselling, cross-selling, and improving overall sales conversions while emphasizing
    retention efforts.

    KPI Achievement:
    Set clear KPIs for customer retention rates, sales conversion,
    Credco, and relevant metrics, guiding the team to surpass benchmarks.

    Team Management:
    Lead, mentor, and empower a team of Inbound Sales Agents
    (CSRs), cultivating a culture of excellence and continuous improvement in retention and
    sales strategies.

    Training and Development:
    Create and implement tailored training programs focused
    on elevating sales techniques, customer service skills, and product knowledge integral to
    retention strategies.

    Process Enhancement:
    Continuously evaluate existing processes, identify
    inefficiencies, and implement improvements to streamline operations, elevating customer
    satisfaction levels.

    Retention Analysis and Feedback Loop:
    Analyze customer behaviors, feedback, and
    market trends to proactively propose retention initiatives, enhancing overall customer
    experience and loyalty.

    Job Requirements:


    • Bachelor's degree or equivalent experience.
    • Minimum of 5 years of managerial experience in customer service or sales, with a strong
    background in developing and implementing successful retention strategies.

    • Proven track record in achieving sales targets, meeting KPIs, and driving exceptional
    customer retention rates.

    • Demonstrated ability to lead, coach, and motivate teams effectively toward retention and
    sales goals.

    • Proficiency in utilizing data analytics and CRM tools to derive insights and make
    informed strategic decisions.

    • Exceptional communication, negotiation, and problem-solving skills.
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