Head of Client Retentions – EMEA Time Zone

The Head of Retentions will oversee and develop our Retentions department – developing and managing initiatives, leading a team, and overseeing KPIs that all revolve around the relationship that we have with our clients.

About WHG

World Host Group (WHG) is a leading global web hosting company with 30+ brands and a diverse customer base. We are committed to innovation, transparency, and exceptional customer service, continually expanding through mergers and acquisitions. As an employer of choice, we provide global opportunities for growth and career development.

About The Position

• Position is remote but follows European working hours
• Ideal candidate MUST be able to work (and ideally live) in the EMEA time zone
• Position is a full-time and exempt managerial position
• This role requires schedule flexibility across 7 days, including weekends, and availability to work varying shifts based on business needs
• Will require the ability to travel up to 25% of the time

Key Responsibilities

• Develop and manage a comprehensive customer retention strategy with a focus on both short and long-term goals
• Lead, mentor, and develop a high-performing customer retention team
• Build and maintain strong relationships with high-value customers to create a personalized and long-lasting impression
• Monitor, analyze, and report on customer retention KPIs to identify trends and suggest improvements
• Collaborate with Marketing, Customer Care, and Product departments to design and distribute impactful campaigns and communications to engage customers
• Collect, analyze, and utilize customer feedback to improve customer satisfaction and loyalty
• Leverage customer data platforms, CRM systems, and marketing automation tools to streamline and manage ongoing retention strategies

Experience and Skills you have:

• 4+ years of proven experience in a customer retention, loyalty, or customer success leadership role
• 4+ years of supervisory/leadership experience, ideally for a web hosting or similar SaaS organization
• Experience in the design, development, and implementation of large-scale retention strategies
• Expert ability to read, write, and speak effectively in English through ALL utilized channels (email, direct messaging, face to face, phone, and video conferencing)
• Strong understanding of customer segmentation, lifecycle marketing, and personalized engagement techniques
• Experience in a remote work environment, ideally with a globally dispersed team, is very strongly preferred
• Experience working directly with web hosting technology, including CMS platforms, LAMP, SSH, etc. a plus

Who you are:

• Strongly customer aligned- you are passionate about providing the best customer experience possible to enhance satisfaction and long-term loyalty
• Data focused with strong problem-solving skills- You are exceptionally skilled at utilizing raw data to identify blockers and create actionable solutions
• Organized and agile – You thrive in fast-paced SaaS environments where you are frequently changing priorities and tasks
• Team focused- You enjoy working with peers to collaborate, communicate, and problem solve
• Tech savvy and Curious- You find the ever-changing world of technology exciting, and you are eager to learn and explore new skills

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