Customer Retention Manager manages all customer retention activities. Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information. Being a Customer Retention Manager maintains industry relationships and develops budgets and controls costs. Responsible for leading a team of retention members. Additionally, Customer Retention Manager requires a bachelor's degree in area of specialty. Typically reports to a head of a unit/department. The Customer Retention Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Retention Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Arlo has pivoted to a services first organization with the focus on providing great customer experience and value to Arlo Secure subscribers. With our continued and increasing focus on subscriptions, we’re looking for a seasoned product leader to help fuel the growth of our subscription business with the focus on increasing customer retention, retention revenue and growing the overall retention business. This role requires excellent cross-functional leadership, analytical thinking, creative mindset with a data-oriented approach to run develop roadmaps and lead organization level programs.
You are a business leader, a champion for customer experience and love diving into data to gather insights to convert ideas into programs and lead software design teams, IT, user experience, marketing, and customer support teams. You roll up your sleeves to work in a startup like environment to bring success to your programs.
Essential Duties and Responsibilities:
• Lead subscription solutions, product definition and unique customer value propositions, driving customer retention, and subscriber growth.
• Oversee save journeys that are compelling, and highly personalized.
• Lead Arlo’s subscription journeys to create first of its kind Hardware as a Service offerings.
• Ideate and lead programs to increase subscriber engagement for Arlo Secure.
• Champion the customer needs and product purpose across the organization to gain buy-in and ensure cohesive strategy that drives customer demand and usage.
• Partner with finance, analytics, and data Science teams to define and measure success and forecast business success.
• Set direction for conversion through strategy, implementation, and KPI’s/success metrics.
• Cultivate an appropriate analytical framework, reporting, and tools to measure ROI and track effectiveness of all programs.
• Define and lead subscription growth programs like optimization of various purchase flows, in-app experiences to drive retention, cancellation journeys and make decisions based on data.
• Direct implementation of A/B testing experimentation tools and drive contiguous optimization of customer journeys to maximize conversion and growth.
Qualifications:
• Bachelor’s degree in business, marketing, engineering, or related field (MBA preferred)
• Minimum of 5-7 years of experience in a product management, product marketing, ecommerce, performance marketing or business operations function for a leading consumer brand
• Prior experience in managing customer journeys, and web & mobiles purchase/cancellation flows.
• Prior experience in creating business case for growth initiatives by working with management team, finance, technology, and other stakeholders.
• Knowledge of membership/subscription-based business model
• Knowledge of retention strategies to plan and lead growth programs.
Studies have shown that candidates from certain underrepresented communities may be less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described. We may work with candidates, as appropriate, to ensure they develop additional skills as necessary to fulfill the essential functions of the job.
Arlo is proud to be an equal opportunity employer. We value diversity and inclusion and are committed to a diverse, inclusive, and harassment-free workplace. We prohibit discrimination and harassment based on age, race, color, national origin, gender, gender identity, sexual orientation, pregnancy, religion, disability, veteran status, or any other legally protected status in all hiring and employment. We provide reasonable accommodations to applicants and employees with disabilities, who are pregnant, or who have sincerely held religious beliefs, observances, and practices. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, the Company will consider for employment qualified applicants with arrest and conviction records.
For U.S. applicants only: The pay range for this position reflects the minimum and maximum target for new hire salaries at commencement of employment and is expected to be between $138,000 - 217,000/year. However, base pay offered may vary depending on multiple factors, including location, role, job-related knowledge, skills, relevant education and experience. The total compensation package for this position may also include other elements, including bonus, equity, and a full range of benefits. Details of all benefits will be provided if an employee receives an offer of employment.
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