Retentions Analyst

Demon Recruitment and Resourcing Ltd
£22000 - £25000/annum
09 Jul 2017
08 Aug 2017
Contract Type
Full Time
Retention Analyst
An exciting opportunity to work within a newly set up Customer Care division, the role is responsible for delivering the operational plan for Renewals and Retentions throughout the business.
The Retention Analyst monitors and explains trends in the active/lapse customer base. You will cover weekly monitoring and explanation renewal performance using data provided from regional Contact Centres.
The role will also involve the analysis and understanding of customer behaviour across multiple geographies. This will be more focused on gaining greater understanding of longer term shifts in customer decisions and drill down into different types of customer segments. You will then make recommendations around how to best address the reasons on the opportunities presented. This means you will need to be able to generate ideas and solutions to complex problems.
Working with members of the Contact Centres and Marketing Team, you will help to inform strategy around customer retention, recommendation and personalisation through your new initiative to retain future customers or implementation of specific new retention initiatives.
Retention Analyst Accountabilities:
• Collaboration across teams to get a joined up view on performance
• Provision of accurate and timely data/reporting
Retention Analyst Responsibilities:
• Monitor and explain the performance of different segments of the customer base
• Conduct thorough deep dives into the performance of the active base
• Create reporting that allows a full picture of the performance of the active base
• Feed in to decisions around marketing automation and personalisation
Experience Required:
• Ideally experience as an analyst, supporting operational and/or commercial teams in industry
• Degree in a qualitative field (e.g. mathematics, statistics, economics, sciences etc)
• Be driven to deliver on targets
• Build effective relationships across all levels throughout the business
• Competent on Excel
• Ability to analyse trends
• Ideas and creativity to contribute towards business focussed initiatives
The role also involves travel to Contact Centres in South and Midlands, probably on a monthly basis.

If you need to discuss this role in more detail, please call Demon Recruitment & Resourcing in the Croydon office. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

Demon Recruitment confirms its commitment to equality of opportunity in all areas of its work. All individuals will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.

Whilst we would like to personally respond to every application this often isn't possible due to the volume of applicants. Should you have not been contacted within 7 days you have not been short listed on this occasion. However, your CV may be held on file for future reference