Customer Retention Manager- NEW GLOBAL ROLE! Job in London EC1R 3DA, London UK

An exciting opportunity has arisen for a strong strategic marketing manager, to influence, advise and drive customer retention campaigns for Citeline, the the world’s most comprehensive source of real-time RD intelligence for the pharmaceutical industry.  In this newly created global role you will be responsible for the implementation and management of the Citeline subscription retention strategy, including developing and maintaining excellent relations with new and existing customers through to proactive and reactive marketing communications.

 

The Customer Retention Manager will own the planning, successful execution and follow up for a diverse range of customer retention campaigns from direct email marketing campaigns through to coordinated sales contact.  They will also analyze customer metrics in order to make recommendations for next steps to improve results.

 

Responsibilities:

•        Maintain excellent knowledge of products and services in order to understand customers’ needs

•        Conceptualize and manage a diverse range of customer retention campaigns and initiatives.  This includes idea generation and exploration, overseeing creative and production processes and championing successful execution.

•        Analyze campaign outcomes in detail, draw insights and document results.

•        Respond to incoming requests for cancellation of services and persuade our customers to remain with us.

•        Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated.

•         Identify opportunities to turn dissatisfied customers into happy customers.

•        Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.

•        Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.

 

Qualifications

•        Prior experience in retention campaign management in a marketing environment

•        Strong analytical skills with attention to detail and accuracy

•        Effective verbal and written communication skills

•        Excellent project management skills to achieve a variety of marketing deliverables

•        Pro-active approach to process improvement

•        Experience with SalesForce a plus

•        Exposure to dealing with the biopharmaceutical markets would be a definite advantage

 

Informa is a top 100 employer, offering an exciting career opportunity for a commercially minded Marketing Retention Manager to join Citeline.  In return for working within a FTSE 250, you will also opportunity to develop your skills within a vibrant and challenging professional services environment.

 

To apply please send a CV and covering letter quoting reference ‘Customer Retentions’