Customer Retention Analyst

3 weeks ago

Bracknell, Bracknell Forest, United Kingdom Parkside Full time £38,000
Position Overview:

Parkside, a leading entity in the manufacturing sector, is seeking a skilled Customer Retention Analyst to enhance our dynamic and successful team. This role demands proficiency in advanced data analysis, stakeholder engagement, and third-party collaboration, along with a proactive approach to achieving excellence.


Key Responsibilities:

Reporting to the Customer Retention & Programmes Manager, this position plays a crucial role in advancing our Customer Operations goal of delivering exceptional customer experiences, thereby maximizing retention and loyalty.

The incumbent will oversee the daily management of customer retention initiatives across various sectors, including Automotive, Motorcycle, and Power Products. This encompasses Service Plans, Extended Warranties, Accident Support, Insurance, and our Bodyshop Initiative, all aimed at enhancing service quality, customer satisfaction, and revenue generation.

This role is integral to achieving the objectives outlined in the Customer Operations business strategy and associated performance indicators.


Performance Management:

The individual will be tasked with optimizing the effectiveness of retention programs through collaboration with field teams, ensuring active participation and engagement across the retailer network.

Responsibilities include establishing retailer targets for retention products and monitoring performance metrics. In instances where performance gaps are identified, the role holder will be expected to propose and implement strategic countermeasures to meet established goals and enhance overall performance through field operations.


Qualifications:
  • In-depth understanding of retail aftersales operations.
  • Creative and strategic mindset.
  • Advanced proficiency in data analysis tools.
  • Experience in field team operations.

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