Job Information
Job Description
Design and implement a customer retention strategy
- This includes everything that drives customer lifetime value, including evaluating all aspects of the current renewal policy, renewal process, loyalty package and benefits, as well as re-designing, implementing and ensuring continuous improvement as informed by customer insights and feedback. Further, this will entail ensuring that all processes have measurable outputs that allow us to track improvement over time.
Manage churn
- Drive engagements with key stakeholders (marketing, repayment, field ops, and agronomy teams) for various studies and market intelligence to define customer satisfaction and behaviour towards churn, and customer response to various campaigns on retention/loyalty to identify customer needs. Further, design and implement effective customer win-back campaigns.
Performance Management
- Optimize the processes by which we manage the performance of customer-facing staff, both in the field and in our call center, and ensure that all processes enable clear insight on performance as well as tools for performance management. Design incentive structures that motivate customer-facing staff in the field and in our call center to drive renewals and customer retention.
Customer insights
- Work with our business intelligence and customer-facing teams to analyze customer insights. Use these insights to design, test and iteratively improve the processes by which customers renew with Apollo. Spend significant time with our customers to deeply understand their behavior and preferences, and think creatively and strategically about how Apollo can better meet their needs.
