Kaspersky Lab is searching for a Senior Digital Retention Manager.
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.
