Director, Customer Success - New York, United States - Nineteen Eleven Solutions Inc.

Description

JOB OVERVIEW.
We are seeking a versatile and strategic individual to join our team as
Director, Retention Programs.

In this role, you will be responsible for developing and managing a variety of customer programs aimed at creating added value and increasing customer retention and lifetime value.

In this role, you will be responsible for developing and implementing a member benefits program aimed at delivering added value to our existing customers, in addition to leading other programs that foster engagement, satisfaction, and loyalty among our customer base.

The primary objective of this program is to enhance customer satisfaction, improve customer retention, and ultimately drive increased revenue.


RESPONSIBILITIES.
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Program Development:_ Lead the conceptualization, planning, and execution of various customer programs designed to enhance the overall customer experience and drive loyalty.
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Member Benefits Program:_Develop and manage a comprehensive member benefits program aimed at delivering added value to existing customers, with a focus on improving retention and satisfaction.
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Engagement Initiatives:_Partner cross-functionally on initiatives to increase customer engagement and interaction with customer programs.
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Customer Feedback Management:_Implement mechanisms to gather feedback from customers, analyze insights, and leverage findings to continuously improve and optimize initiatives.
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Cross-functional Collaboration:_Collaborate closely with cross-functional teams, including marketing, customer service, product, and customer communications teams, to ensure alignment and integration of customer programs with overall business objectives.
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Performance Monitoring:_Establish and monitor key performance indicators (KPIs) to track the effectiveness and impact of customer programs, regularly analyzing data to identify areas for improvement and optimization.
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Partnership Development:_Cultivate and manage strategic partnerships with external organizations and vendors to enhance the value proposition of our customer programs and offerings.

Of course this is just a sample of the kinds of work this role will require You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time-to-time


REQUIRED SKILLS.

• Bachelor's degree in marketing, business administration, or a related field (Master's degree preferred).
• Proven experience in developing and managing customer loyalty or retention programs, preferably within the insurance or financial services industry.
• Strong organizational and project management skills with the ability to identify and mitigate risks to deliverable timelines and outputs.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal teams and external partners.
• Creative thinking and innovation, with a passion for delivering exceptional customer experiences.
• Detailoriented and highly organized, with the ability to manage multiple projects simultaneously and meet deadlines.

Pay:
$170, $190,000.00 per year


Benefits:

• 401(k)
• 401(k)

matching

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• How many years of insurance industry experience do you have?
• Do you have pet insurance industry experience?

Experience:

• Customer retention: 5 years (required)

Customer Feedback Management: 5 years (required)


Ability to Commute:

• New York, NY required)

Ability to Relocate:

• New York, NY 10007: Relocate before starting work (required)

Work Location:
Hybrid remote in New York, NY 10007