Senior Manager, CRM
Crocs, Inc.
Cloud
Customer Success Optimization Manager
Diabetes Youth Families
full-time
Posted on:
Location Type: Hybrid
Location: Acton • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $133,950 - $200,925 per year
Job Level
SeniorLead
About the role
- Analyze Data and Uncover Opportunities
- Lead efforts across the organization to identify, understand and explain trends we see in our customer retention reporting data within the US.
- Identify patterns and drivers to inform outreach and improvement opportunities
- Govern and prioritize data capture and analysis needs from across the business to gain insights and advance customer attrition risk sensing
- Partner with Data Science, Finance and Sr. Leadership teams to define key customer retention performance metrics and build a plan for regular monitoring with key stakeholders across the organization
- Identify at-risk customers and develop targeted interventions to retain them.
- This may include leveraging personalization, education or direct outreach from customer success agents
- Partner with UX Research on ways to gather more information about customers (e.g. their journey, challenges, etc.) and how we can better support them living with diabetes
- Form hypotheses and develop plans to test and answer questions that arise to provide an understanding of customer pain points and process improvement opportunities that will positively impact customer retention and loyalty
- Drive improvements to our measurement capabilities (e.g. capturing new data, enhancing dashboards, etc.) to support our ability to make data-driven decisions to improve customer experience and drive retention
- Drive Customer Retention Initiatives: Coordinate and implement changes to the customer experience that require coordination across multiple facets of the organization.
- Requires ability to prioritize based on impact, attention to detail, cross-functional collaboration, strong communication skills, and a passion for getting into the weeds to help move work forward
- Lead cross-functional teams from idea to inception and scaling as necessary
- Lead the creation of measurement plans for initiatives to quantify impact for our customers and inform future iterations
- Document existing processes that help identify areas for improvement that allow the organization to move more quickly to experiment with customers, observe results, and implement scalable changes
- Build a repository of retention knowledge/insights accumulated to help codify our understanding and be a knowledge resource to the entire organization
- Build Foundational Retention Capabilities: Partner closely with our data, product, legal, marketing, and digital and customer care teams to drive incremental improvements to our underlying capabilities that enable targeted personalization of experiences and drive efficiency to our customer success teams
Requirements
- Proven a minimum of 8-10 years of total experience
- 5+ years working with data to identify patterns and opportunities
- 3+ years of experience with leading teams to drive work with clear measurable objectives.
- Experience with CRM software preferred
- Bachelor’s degree in business, data, or a related field; advanced degree preferred
Benefits
- Travel is estimated at 5-10% but will flex depending on business needs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscustomer retention metricsmeasurement plansdata-driven decision makingpattern identificationprocess improvementdata capturedashboard enhancementtargeted interventionspersonalization strategies
Soft skills
cross-functional collaborationstrong communicationattention to detailleadershiporganizational skillsproblem-solvingstrategic thinkingteam managementcustomer empathyadaptability
