US Bank Retention & Growth Specialist Category Corporate 

Ireland, Dublin 

100066933

Responsibilities

• Analyzing internal customer data and behavior to identify opportunities for upsell, cross-sell and to identify attrition risk factors.
• Stay updated on industry trends and best practices to help drive strategies to retain and grow existing SMB customer portfolio.
• Identify gaps and opportunities in the SMB Customer Account Management service offering to help grow and retain customers.
• Monitor KPIs related to customer retention and growth.
• Prepare reports and presentations on customer retention and growth metrics for middle & Snr Management.
• Work with internal stakeholders across the business to understand and address challenges to the overall customer portfolio.
• Work side by side with the Campaigns Manager to optimize the "campaign mix" between "at risk", "health check", "upsell", Cross-sell and "loyalty" campaigns to maximize Customer retention and contribute to Customer growth.
• Working across stakeholders to optimize existing retention processes and implementing new ones as required based on data driven insights.
• Assessing and developing regional and market driven maximization and utilization of available of omni channel customer engagement & contact strategy including. implementation, tracking and measurement of customer engagement.
• Introducing and documenting of best practices including growth and retention playbooks, competitor battle sheets, objection handling tip sheets and other supporting material for regional teams.
• Support in the utilization of CRM tooling and supporting with the cleansing, updating and management of customer data to drive data driven insights.

Who are we looking for

• Minimum 3 years or more experience in managing sales, retention, campaigns, customer success, customer experience management or projects in various distribution channels to drive Customer growth and retention
• Bachelor’s degree or equivalent work experience.
• Fluent communication in English
• Excellent understanding and solid experience in customer journeys, omni channel customer experience and engagement including digital, voice, social media and other mediums.
• Proficient analytical skills, including use of MS Excel supported by outstanding attention to detail.
• Excellent presentation and communication skills and working with middle & Snr management
• Experience working in cross functional roles and matrixed organized reporting structures
• Experience in the payments industry will be an additional advantage
• Highly creative and ability to innovate and originate ideas

This position is not eligible for visa sponsorship.