Group Retention Analyst
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Verisure is seeking a talented, innovative, passionate Group Retention Analyst to join our growing and successful Group Customer Marketing part of the Group Marketing team. The role will report to the Group Retention Lead and will work in partnership with the Marketing leaders and teams across the 16 markets where Verisure has presence. The role could be based in any of our European head offices, or in our Group headquarters in Geneva.
This new and critical role is all about bringing insights and supporting Group Retention at a global level in:
• Building our retention knowledge and delivering retention data and insight to inspire action across the markets
• Accelerating retention best practice sharing across the group
The role will be expected to impact quickly and develop as the business grows. Your goal is to help meet or exceed our attrition targets across the Group by harnessing the very best approaches. You’ll work alongside our markets to ensure we’re delivering across three main areas:
- A brilliant early life for our customers
- Reducing root causes of attrition
- Managing cancellation requests
The company’s success depends on its people and it invests in them every day. Working with Verisure is being part of an industry leading world-class company that has a strong entrepreneurial spirit.
Strategic context and Value proposition
Over the past years, Verisure has experienced an exceptional and resilient financial performance with a very long track record of double-digit growth - thanks to continuous drive for Innovation, our very sophisticated Go To Market and replicable business model for expansion into new countries. Our strong and visionary Management Team is now supporting the business’ next phase of growth with a robust business plan for value creation.
Without our customers, we have no business – and ensuring that we fully understand our customers’ needs and values is critical to delivering our growth ambition.
Verisure already has impressive industry leading customer retention/low churn and high customer satisfaction scores – but we are a brand and organisation that are always conscious of how we can serve our customers better.
Customer Marketing teams across the world in our operating markets are focused on four key areas:
- Retention – ensuring that our customers want to stay with us
- Customer Experience – delivering a brilliant, frictionless service and ‘wow’ moments that delight our customers
- Value management – delivering ARPU growth and increasing customer lifetime value
- Customer Communications – supporting our markets to deliver clear, informative and compelling communications
Group Customer Marketing plays two strategic roles supporting these goals: to inspire innovative practices across our markets by sharing best practices from inside and outside the company in order to raise our overall capability and to deliver enablers for our markets to allow them to elevate and accelerate their performance.
Responsibilities:
With a precision focus on early life, attrition root causes and cancellation management, the role’s primary focus will be to support Group Retention in:
• Building our retention knowledge and delivering retention data and insight to inspire action across the markets
o Analysing attrition performances and understanding its drivers across our markets
o Tracking current retention performances and developing new reporting and analysis to further understand drivers of churn and retention success
• Accelerating retention best practice sharing across the Group
o Investigating and understanding best practices both across the Group and in other industries
o Bringing together the retention community for best practice sharing through mixed formats, such as deep dive sessions, workshops, and quarterly calls
• Codify best practice blueprints
o Capturing new best practices and refreshing the retention operating model
o Developing a basic retention kit for new markets: customers communications series, scripts, etc.
Location
• The role could be based in any of our European head offices, or in our Group headquarters in Geneva
• Ability to travel occasionally is required
Reports and organization structure
Direct reporting line into the Group Retention Lead based in Madrid
Candidate profile
Experiences and Qualifications
We see this role as critical for the achievement of Verisure’s growth and organizational transformation goals.
As result we are looking for a high potential / top performer individual strong analytics, intellectually curious and eager to learn. Perhaps you’ve been in a consulting role and are interested in moving into a business to put into practice what you’ve learned, or perhaps you’ve been in a retention or customer marketing role in a service industry such as telco, insurance or financial services and would love the opportunity to take on an international role.
Some of the other things we’re looking for are:
• A record of being a high performer with great potential and at least 3 years of professional experience in a subscription-based industry or from Consultancy practise
• High proficiency in excel and powerpoint
• Experience in building effective working relationships across different functions or cultures
• Bachelor’s degree or higher
• Working language is English - Spanish, French or a Nordic language is an advantage
Competencies
• Strong analytical skills, turning data into insights, combining with business knowledge and providing business recommendations
• A brilliant communicator who can bring data to life in an interesting and compelling way
• Self-motivated and entrepreneurial instincts
• Able to connect different sources of knowledge and to influence stakeholder based on consumer knowledge and data
• Knowing the commercials
o Understands the business drivers and priorities
o Able to trade off between customer satisfaction and financials
• Working Collaboratively
o Breaks down silos and works across boundaries
o Encourages sharing of ideas and best practice across the business
• Planning and Organising
o Thinks through and anticipates priorities and arranges workload accordingly
o Delivers consistently on time and on budget
• Relationship builder
o Easily connects with people, understanding the needs of others
o Demonstrates emotional intelligence when working with people from different cultures and backgrounds.
o Able to adapt working style to work with different stakeholders
Strong fit with our Company DNA
• Passionate in Everything We Do: Our people have a sense of energy that is unmistakable, one that drives us to delight our customers and focus on creating impact quickly.
• Committed to Making a Difference: When we say we will do something; we deliver with excellence. We are accountable, focused and operate with discipline.
• Always Innovating: We believe that Innovation can be big or small; it’s a continuous state of mind that inspires us to think differently and always make things better. We are risk takers and we learn continuously.
• Winning as a Team: Our people know that by leveraging one another’s strengths, investing in and developing our team’s capability and by collaborating well, we will win.
• With Trust & Responsibility: Operating with integrity is core to our success. We are humble, honest and value deep mastery and expertise. We do the right thing, always.
This new and critical role is all about bringing insights and supporting Group Retention at a global level in:
• Building our retention knowledge and delivering retention data and insight to inspire action across the markets
• Accelerating retention best practice sharing across the group
The role will be expected to impact quickly and develop as the business grows. Your goal is to help meet or exceed our attrition targets across the Group by harnessing the very best approaches. You’ll work alongside our markets to ensure we’re delivering across three main areas:
- A brilliant early life for our customers
- Reducing root causes of attrition
- Managing cancellation requests
The company’s success depends on its people and it invests in them every day. Working with Verisure is being part of an industry leading world-class company that has a strong entrepreneurial spirit.
Strategic context and Value proposition
Over the past years, Verisure has experienced an exceptional and resilient financial performance with a very long track record of double-digit growth - thanks to continuous drive for Innovation, our very sophisticated Go To Market and replicable business model for expansion into new countries. Our strong and visionary Management Team is now supporting the business’ next phase of growth with a robust business plan for value creation.
Without our customers, we have no business – and ensuring that we fully understand our customers’ needs and values is critical to delivering our growth ambition.
Verisure already has impressive industry leading customer retention/low churn and high customer satisfaction scores – but we are a brand and organisation that are always conscious of how we can serve our customers better.
Customer Marketing teams across the world in our operating markets are focused on four key areas:
- Retention – ensuring that our customers want to stay with us
- Customer Experience – delivering a brilliant, frictionless service and ‘wow’ moments that delight our customers
- Value management – delivering ARPU growth and increasing customer lifetime value
- Customer Communications – supporting our markets to deliver clear, informative and compelling communications
Group Customer Marketing plays two strategic roles supporting these goals: to inspire innovative practices across our markets by sharing best practices from inside and outside the company in order to raise our overall capability and to deliver enablers for our markets to allow them to elevate and accelerate their performance.
Responsibilities:
With a precision focus on early life, attrition root causes and cancellation management, the role’s primary focus will be to support Group Retention in:
• Building our retention knowledge and delivering retention data and insight to inspire action across the markets
o Analysing attrition performances and understanding its drivers across our markets
o Tracking current retention performances and developing new reporting and analysis to further understand drivers of churn and retention success
• Accelerating retention best practice sharing across the Group
o Investigating and understanding best practices both across the Group and in other industries
o Bringing together the retention community for best practice sharing through mixed formats, such as deep dive sessions, workshops, and quarterly calls
• Codify best practice blueprints
o Capturing new best practices and refreshing the retention operating model
o Developing a basic retention kit for new markets: customers communications series, scripts, etc.
Location
• The role could be based in any of our European head offices, or in our Group headquarters in Geneva
• Ability to travel occasionally is required
Reports and organization structure
Direct reporting line into the Group Retention Lead based in Madrid
Candidate profile
Experiences and Qualifications
We see this role as critical for the achievement of Verisure’s growth and organizational transformation goals.
As result we are looking for a high potential / top performer individual strong analytics, intellectually curious and eager to learn. Perhaps you’ve been in a consulting role and are interested in moving into a business to put into practice what you’ve learned, or perhaps you’ve been in a retention or customer marketing role in a service industry such as telco, insurance or financial services and would love the opportunity to take on an international role.
Some of the other things we’re looking for are:
• A record of being a high performer with great potential and at least 3 years of professional experience in a subscription-based industry or from Consultancy practise
• High proficiency in excel and powerpoint
• Experience in building effective working relationships across different functions or cultures
• Bachelor’s degree or higher
• Working language is English - Spanish, French or a Nordic language is an advantage
Competencies
• Strong analytical skills, turning data into insights, combining with business knowledge and providing business recommendations
• A brilliant communicator who can bring data to life in an interesting and compelling way
• Self-motivated and entrepreneurial instincts
• Able to connect different sources of knowledge and to influence stakeholder based on consumer knowledge and data
• Knowing the commercials
o Understands the business drivers and priorities
o Able to trade off between customer satisfaction and financials
• Working Collaboratively
o Breaks down silos and works across boundaries
o Encourages sharing of ideas and best practice across the business
• Planning and Organising
o Thinks through and anticipates priorities and arranges workload accordingly
o Delivers consistently on time and on budget
• Relationship builder
o Easily connects with people, understanding the needs of others
o Demonstrates emotional intelligence when working with people from different cultures and backgrounds.
o Able to adapt working style to work with different stakeholders
Strong fit with our Company DNA
• Passionate in Everything We Do: Our people have a sense of energy that is unmistakable, one that drives us to delight our customers and focus on creating impact quickly.
• Committed to Making a Difference: When we say we will do something; we deliver with excellence. We are accountable, focused and operate with discipline.
• Always Innovating: We believe that Innovation can be big or small; it’s a continuous state of mind that inspires us to think differently and always make things better. We are risk takers and we learn continuously.
• Winning as a Team: Our people know that by leveraging one another’s strengths, investing in and developing our team’s capability and by collaborating well, we will win.
• With Trust & Responsibility: Operating with integrity is core to our success. We are humble, honest and value deep mastery and expertise. We do the right thing, always.
Information og data
Denne ledige stilling har jobtypen "Øvrige", og befinder sig i kategorien "Øvrige stillinger".
Arbejdsstedet er beliggende i Storkøbenhavn
Jobbet er oprettet på vores service den 19.3.2021, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Øvrige
- Storkøbenhavn
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