Gather, analyze, and interpret customer data to identify trends, patterns, and potential issues affecting retention.
Establish frameworks to compare operational data and retention trends across different markets by adjusting for regional differences and develop consistent definitions for retention operational KPIs across global teams to ensure accurate comparisons.
Partner with the data science team to enhance and operationalize predictive modeling to reduce attrition and measure the impact of retention strategies.
Track key performance indicators (KPIs) related to customer retention, engagement, and satisfaction to assess the effectiveness of initiatives.
Develop comprehensive reports, dashboards, and presentations to share insights and recommendations with key stakeholders.
Collaborate with the Enablement Team to evaluate and refine customer retention processes, identifying areas for optimization and efficiency gains.
Work closely with cross-functional teams to drive process improvement and change, based on data outcomes and mutual buy-in to align retention strategies with business objectives.
Work with data engineering teams to automate the transformation of raw data into standardized formats for global reporting.

Requirements

Bachelor's Degree
Typically, a minimum of 2-4 years related professional experience
Technical expertise in data analysis tools such as Excel, SQL (working in Snowflake or Big Query), Python, R, or visualization platforms (Tableau, Power BI, etc.)
Experience using Salesforce to data analysis.
Strong analytical skills with the ability to interpret complex data and translate findings into actionable insights
Strong problem-solving abilities to identify root causes of churn and develop targeted solutions
Skilled at data storytelling - synthesizing large data sets and crafting an actionable narrative that can be presented to all levels of leadership.
Excellent communication skills for presenting data-driven insights to both technical and non-technical audiences
Project management skills with the ability to handle multiple initiatives simultaneously
Solid understanding of customer lifecycle metrics, retention drivers, and business impact
Prior experience in customer retention, operational analytics, or a related field preferred

Benefits

medical, dental and vision care
EAP programs
paid time off
recognition programs
retirement and investment options
charitable gift matching programs
worldwide days of service

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisExcelSQLSnowflakeBig QueryPythonRTableauPower BIdata storytelling

Soft Skills

analytical skillsproblem-solvingcommunication skillsproject managementcollaborationprocess improvementchange managementdata interpretationstakeholder engagementnarrative crafting