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Senior Digital Retention Manager

Местоположение и тип занятости

Москва

Компания

ТОП-5 международная компания в области IT безопасности. Один из лучших работодателей России

Описание вакансии

We are looking for a new colleague to join our  team!

Responsibilities:​​​​​​

  • Retention & Monetisation of AR, MR, Retail, Trial and Free digital B2C & SMB customer segments;
  • Defines individual territory strategies within their region including 2-year planning;
  • Defines Customer Success Metrics for their region;
  • Oversee weekly, monthly, quarterly reporting on performance against Retention targets;
  • Leads on defining Research requirements for their region;
  • Oversees alignment with Support teams for their region to spearhead the integration of Support as a key Retention channel;
  • Optimization of digital retention user journeys across all channels and Kaspersky portals (sites, product, portals, shopping carts) to improve CX & Conversion Rates;
  • Provides overall strategic retention objectives for campaign development delivered across all channels and engagement points (web, media, CRM);
  • Develop and prioritize business requirements across infrastructure, ecom, web and products;
  • Development of retention insights and reporting frameworks;
  • Management of 1x FTE, 1x Intern;
  • Achieve global digital retention revenue targets;
  • Increase Retention Rates, RPeL & CLTV for Digital AR, MR & Retail business segments;
  • Increase conversion rates of all digital retention customer journeys including Trial and Free;
  • Increase share of Auto-Renewal base in preparation for their region’s migration to subscriptions-only model (short-term);
  • Successfully deliver their region’s migration to subscriptions-only model (medium-term).

 

Requirements:

  • Fluent English (Confident communicator in both Russian and English);
  • Analytical mindset, doesn’t accept opinions as facts
  • Ability to work with multi-functional groups including senior stakeholders;
  • Customer Retention including engagement, cross-sell and Winback;
  • Experience of managing ecommerce across multiple markets, in particular payment optimization & shopping cart optimization;
  • Budget planning and sales forecasting.

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