Director, Client Retention
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Affinitiv is the largest provider of end-to-end, data-driven marketing and software solutions exclusively focused on the automotive customer lifecycle. Backed by 20+ years of automotive and marketing expertise, we pride ourselves on being the go-to experts in the industry. Not only do we work with over 6,500 dealerships and every major manufacturer in the country, we’re well-versed in OEM standards and the intricacies of a dealership or group’s local business.
Affinitiv is looking for a Director, Client Retention to join our team. In this role you will report to the Senior Vice President, Operations.
As the client retention director for Affinitiv you will work closely with sales and other operations teams to manage all aspects of tracking, reporting and follow up necessary to retain customers on a daily, monthly and yearly basis.
This includes but not limited to running and analyzing reports from disparate sources of information (i.e. Reports, customer feedback, etc.), working closely with the Sr VP Ops, sales and management on solutions to retain customers while providing valuable insight into how to execute and improve client retention. Additionally, this person will be responsible to prepare and host weekly meetings with senior management and sales leaders to continually track and monitor progress in this area. Finally, this person will work directly with sales consultants and regional executives to ensure proper follow up and appropriate action is taken when the threat of cancellation is imminent.
Position Responsibilities:
- Develop a solid knowledge base of all Affinitiv products and solutions
- Establish strong lines of communication with Account Executive Team and Senior Management to ensure we are closely monitoring cancellations
- Collaborate with internal departments to ensure all elements of the cancelation process have been followed and executed on a weekly basis
- Perform with consistency, efficiency, and a sense of urgency
- Escalate problems and issues as necessary through the proper channels
- Understand your impact on the success of the client relationship and consistently exceed client expectations
- Act as a team player and support others toward the success of the team
- Engage team members with professionalism and respect
- All other duties as assigned
Position Requirements:
- 10+ years in the marketing services industry or client retention area
- Ability to astutely discuss issues/solutions to various levels within the organization – including the senior level managers
- Knowledge of marketing and/or experience in marketing
- Attention to detail
- Strong analytic and troubleshooting skills
- Working knowledge of the Microsoft suite of products
- Strong organizational, time management and process management skills
- Ability to deliver high quality results in a deadline driven environment
- Ability to collaborate across departments and work as a team player
- Excellent communication skills
- Experience in automotive industry a plus
Work from Here
At Affinitiv, we have the best of both worlds. Our team members have embraced remote work and our Work from Here program allows for remote working and the utmost flexibility while keeping in person collaborating thriving in a safe work environment. Our Work from Here approach gives team members a choice to work on campus or remote, leaders can hold in person or virtual team meetings to collaborate and cultivate relationships.
Affinitiv knows you have interests outside of work, which is why we offer a comprehensive benefits package that includes medical, dental, vision and 401K effective day 1 just to name a few. We also offer generous PTO so you can enjoy off time with family and friends.
At Affinitiv, we celebrate diversity, equality, and an inclusive environment.
Affinitiv is committed to providing an environment of mutual respect where equal employment opportunities are extended to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
All aspects of employment are decided on the basis of qualifications, competence, merit, and business needs. Affinitiv is proud to be an equal opportunity employer.