At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
Job Description
Customer engagement is one of key drivers to successful implementation of Elavon strategy supporting Customer growth and maximizing Customer retention. We are looking for Retention & Growth Specialist who will work within our SMB Customer Account Management team responsible for retention and growth of existing SMB Customer base in UK&I.
The Retention & Growth Specialist will be reporting into Head of Customer Account Management UK&I and collaborating closely with Managers of respective markets and cooperating teams.
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
The role offers a hybrid / flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
This position is not eligible for visa sponsorship.
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.
