Senior Director - Consumer Retention

21 hours ago

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Varsity Tutors, a Nerdy Company

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Test Prep • Academic Tutoring • Online Learning • Cloud-Based Analytics • Internet

501 - 1000

💰 $50M Series C on 2018-02

Description

• Nerdy is searching for a dynamic and operationally-minded Senior Director, Consumer Retention to join our team. • The person in this critical senior leadership role will be responsible for leading our retention division and playing a pivotal part in expanding Nerdy’s consumer business and maximizing team performance. • The ideal candidate will have experience leading high-volume contact center operations and possess a deep understanding of customer lifecycle management with a proven track record of driving customer loyalty and satisfaction. • This role is pivotal in developing and implementing strategies that enhance customer retention, reduce churn, and increase lifetime value across all customer segments. • The Senior Director, Consumer Retention will lead a global team of retention specialists and leaders and drive the relentless execution of our retention strategy with learners around the world. • The individual in this role must have a deep passion for cutting-edge technology and proven leadership experience in customer success, contact centers, retention, and support. • We are looking for someone who thrives in a fast-paced environment, has a ferocity for driving team performance and exceeding renewal goals, and is dedicated to ensuring high-quality learning experiences for students. • The ideal candidate will possess a fervent enthusiasm for leading fast-growing customer support and retention functios, bolstered by exceptional interpersonal skills that enhance ongoing and consistent customer engagement and renewals. • The ideal candidate is not afraid to get their hands dirty and will be able to identify “in the weeds” opportunities as well as large company-wide strategic goals.

Requirements

• Bachelor-level degree required, Master’s preferred. • 8+ years of progressive experience in high-volume customer service/success operations, leading customer retention/support/relations functions. • Strong leadership qualities with experience in creating effective customer retention processes and driving the accountability and success of the team. • Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure. • Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create the path to achieve. • Proficiency in using a CRM to drive sales efficiency and achievements, as well as competent in using sales enablement tools, Google Suite, web-based presentation tools, & video conference tools. • Excellent verbal and written communication skills. • Strong analytical and troubleshooting skills along with being a data-driven decision-maker with the ability to interpret complex data and translate it into actionable strategies to further improve company performance. • Strong customer relations skills and high emotional intelligence. • Customer Focus: Deep understanding of customer needs, acquisition marketing best practices, automation tools, and the ability to develop strategies that enhance customer satisfaction and loyalty. • Innovation: Creative problem solver. Able to identify real constraints and viable solutions Experience with Zendesk and other customer retention tools/CRMs strongly preferred.

Benefits

• Competitive Salary, Variable Compensation, and Equity (Restricted Stock Units) in the company • Healthcare Plans (Medical, Dental, Vision, Life) • 401k Company Matching Plan (no vesting period) • Maternity, Paternal, and Adoption Leave • Remote Position • Flexible PTO • Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes) • Unique opportunity to help transform how the world learns!