Customer Retention Specialist

Overview

  Who WE Are:   HearingLife is a national hearing care company and part of the Demant Group, a global leader in hearing healthcare built on a heritage of care, health and innovation since 1904.  HearingLife operates more than 600 hearing care centers across 42 states.  We follow a scientific, results-oriented approach to hearing healthcare that is provided by highly skilled and caring professionals.  Our vision is to help more people hear better through life-changing hearing health delivered by the best personalized care.  This Team Member must uphold the HearingLife Core Values: - We create trust - We are team players - We apply a can-do attitude - We create innovative solutions   Job Overview: The Customer Retention Specialist will play a critical role in ensuring the satisfaction, engagement, and long-term loyalty of our patients. This role is responsible for implementing and supporting scalable business processes for customer retention, aligned with global standards, that create lasting relationships with hearing aid customers. The position will work closely with the sales, operations, customer service, and marketing teams to increase customer retention and foster a positive customer experience.    

Responsibilities

Retention Strategy Development: - Work with VP of Customer Journey to ensure the implementation and management of customer retention initiatives and company business processes, including loyalty programs, follow-up campaigns, and personalized outreach strategies to keep customers engaged and satisfied. - Analyze customer feedback and data to identify trends in attrition and develop strategies to mitigate churn. - Build a test and learn environment to measure incremental increases     Customer Communication and Engagement: - Engage with customers through various communication channels throughout the patient journey (Direct Mail, email, SMS) to improve engagement and overall service levels.   - Support optimization of CRM channels - Manage and execute our email program to ensure engaging patient communication - Proactively reach out to customers offering information regarding upgrading their devices, and how to improve their ongoing maintenance and service levels. - Contact customers after purchases, service appointments, or repairs to ensure customer satisfaction and identify upselling opportunities.     Problem Solving & Conflict Resolution: - Act as a point of escalation for customer issues, working with technical support and product teams to resolve complaints and ensure a positive resolution. - Support VP of Customer Journey with handling dissatisfied customers by helping find effective solutions that balance the customer’s needs with the company’s policies and objectives.     Loyalty Program: - Support and optimize the company’s loyalty programs, ensuring they offer value to customers and align with global standards to incentivize repeat purchases and brand loyalty. - Track loyalty program success and customer engagement, making data-driven recommendations to improve the program and better meet customer expectations.     Data Analysis & Reporting: - Monitor retention and churn data, customer satisfaction scores (NPS), and other key performance indicators (KPIs) to identify trends and areas for improvement. - Utilize data to build segmentation - Specific focus on analyzing local customer data trends and behaviors. - Provide regular reports on retention performance, customer feedback, and key initiatives, ensuring alignment with global reporting standards. - Supports management of budget for retention programs     Cross-Functional Collaboration - Work closely with sales, marketing, and other local teams to ensure cohesive implementation of retention strategies and outreach campaigns that align with global standards. - Collaborate with the product team to ensure customer feedback informs new product development and improvements to existing offerings, adhering to customer needs and global objectives. - Partner with the customer service and technical support teams to ensure seamless customer experiences and efficient resolution of issues, while maintaining alignment with global models and best practices. - Collaborate with the dedicated Global CRM Retention manager, the global teams and the CRM managers in other markets to share plans, insights, best practices and lessons learned, fostering continuous improvement and alignment across markets.

Qualifications

Education: Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent experience).   Experience: - 2-4 years of experience in operations, customer success, customer retention, or account management role, preferably in a retail, healthcare, or hearing aid industry. - Proven track record of creating successful business processes that reduce customer churn and improve customer satisfaction in a large customer-facing business. - Solid experience with CRM and Marketing