DESCRIPTION

The Churn and Operations Manager is responsible for developing and executing strategies to minimize customer churn, increase user retention. The candidate will also be responsible for optimizing operational processes that help reduce churn and increase customer retention
This role involves analyzing customer data to identify churn risks, implementing proactive retention strategies, and refining operational workflows to support customer satisfaction and retention. The ideal candidate will have a strong background in customer success, data analysis, and operations management, with a proven ability to drive process improvements and reduce churn.
As a business we not only want to win new customers but want to look after those that have chosen to do business with us. This candidate will be the bridge between customers and the business and highlight key reasons why customers are considering or choosing to move away from us. They will be responsible for building and actioning a strategy to reduce the % of customer churn.
We are a flexi-first business and value in-person collaboration and make an effort to get together when and where makes the most impact.

EXPERIENCE AND SKILLS THAT WILL HELP YOU SUCCEED

• Process improvement methodologies
• Excellent organisational and project management skills, with the ability to manage multiple initiatives simultaneously
• Experience in subscription based or technology company
• Knowledge of customer success metrics, retention strategies, and best practices