Customer Retention Manager

at  Flying Tiger Copenhagen

WHY YOU’LL LOVE THIS JOB:

Does the idea of leading a team and steering them toward success get your heart racing? Do you have a knack for turning data into golden insights? If so, you might just be the Customer Retention Manager we’re looking for. You’ll be at the forefront of our customer service team, working both with our awesome in-house team and an external customer service crew. Together, you’ll ensure our customers’ needs are met, their expectations are exceeded, and their loyalty is secured!

DID YOU KNOW

We take climate change very seriously and work very hard to minimize our carbon footprint. We do this by buying less plastic and more renewable materials (everything that grows) – and we also want to make sure that all stores are run on renewable energy. We walk the talk – and make sure that what we do is validated by external experts, in the Science Based Targets initiative. You can read more about our work with climate action here https://flyingtiger.com/pages/sustainability-eco-friendl

• Captain of the Customer Ship: Lead our internal Customer Service team while also managing an external customer service function. Your goal? Steer them all in a performance-driven direction that’s as smooth as our checkout process.
• Data Dynamo: Plan and execute data-driven strategies to reduce churn. You’ll discover customer-first initiatives that keep our shoppers smiling and coming back for more.
• Metrics Master: Set, pursue, and monitor key metrics that align with our customer goals. If there’s a customer service KPI out there, you know it inside and out!
• Automation Ace: Drive the use of automation and AI to create seamless, automated processes that solve customer pain points before they even know they have them.
• Customer Journey Jedi: Together with our Digital Customer Experience department, you will research customer behavior, create predictive models of the customer journey, and execute these plans with your team and stakeholders. You’ll basically know our customers better than they know themselves!
• Innovation Enthusiast: Constantly look for ways to expand and improve our methods and your area of responsibility. Stagnation? Not in your vocabulary.