Senior Director, Consumer Retention - Remote

Overview

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.

In Short

• Lead a global team of retention specialists and leaders.
• Drive customer renewals and retention goals.
• Identify key drivers of customer churn.
• Utilize CRM for tracking customer activities.
• Collaborate with product, marketing, and sales teams.
• Develop targeted communication plans for customer engagement.
• Analyze customer behavior and trends.
• Establish KPIs for retention initiatives.
• Formulate comprehensive customer retention strategies.
• Stay updated with industry trends in customer retention.

Requirements

• Bachelor-level degree required, Master’s preferred.
• 8+ years of experience in customer service/success operations.
• Strong leadership qualities and experience in retention processes.
• Ability to manage multiple work streams in a matrixed organization.
• Proficiency in CRM and sales enablement tools.
• Excellent verbal and written communication skills.
• Strong analytical and troubleshooting skills.
• High emotional intelligence and customer relations skills.
• Deep understanding of customer needs and marketing best practices.
• Experience with customer retention tools/CRMs preferred.

Benefits

• Competitive Salary, Variable Compensation, and Equity.
• Healthcare Plans (Medical, Dental, Vision, Life).
• 401k Company Matching Plan.
• Maternity, Paternal, and Adoption Leave.
• Remote Position.
• Flexible PTO.
• Free Learning Membership for you and your household.
• Unique opportunity to help transform how the world learns!