Job Description
Retention Manager
Who we are
Numan is changing the way men look after their health and wellness. It’s a decades-old problem: men aren’t seeking the healthcare that they need. Our survey showed that modern-day society is yet to conquer this worrying trend. It revealed that 4 out of 10 men haven’t visited a doctor in over a year, and 1 out of 10 can’t even remember the last time they saw a doctor.
We’re building a platform that gives men direct access to medical professionals, pharmaceutical products and the knowledge to make informed choices about their health. Our mission is to help men across the world live healthier, happier lives with Numan as their trusted, long-term partner for all things relating to their wellbeing.
Our aspirations are big - we recently raised Series B working with industry-renowned, top-tier investors including White Star Capital, Novator, Anthemis and Vostok New Ventures, accelerated our growth in 2021, with ambitious plans for further growth in 2022. We are looking to expand our world class team to ensure we achieve our mission, and we are looking for the right people to work with the team to empower us to make this vision a reality.
The team
Customer retention is a critical focus for our growing business. You will work closely with the Customer Care, Growth, Data and Product teams to ensure we understand and act upon the needs of customers both in the moment and in how we design and update our propositions.
Working for the Director of Customer Experience, you’ll lead the performance and growth of this function to achieve our retention and LTV goals, always with the best experience at the heart. You will identify, plan and execute proactive retention campaigns, assembling offers and utilising best fit channels. Channels include our newly formed retention team, which focuses on continued care and plays a vital role in providing our patients with exceptional service, which you will lead directly.
Your mission at Numan
Your responsibilities will include:
Working closely with the Growth and Data teams to identify and prioritise opportunities for proactive customer retention
Design, plan and lead execution of these campaigns
Analyse and define the opportunities for inbound retention, and how to operationalise this
Develop analytics along with the data team to enable us to better understand retention performance and the impact of campaigns/interventions/offers
Foster a test and learn culture, driving insight and hypothesis-driven tests to impact overall company metrics
Provide leadership for our team of retention agents, and business case opportunities to grow the team where they exist
Setting performance frameworks, and KPIs for the Retention team
Setting up robust and scalable processes that can facilitate continued growth
What experience you bring
You have worked for start up or a business wishing to scale retention operations, and are excited by the “green field” scope of the challenge
You have a commercial mindset and are comfortable working to targets
You have a test and learn approach for a fail fast culture
Retention campaigning/operations management
Experience growing a team to deliver to targets in a customer centric way
You have strong analytical skills and experience making data-driven decisions (BI tools, A/B testing advantageous)
You have experience of building processes that start small but can work at scale
You are capable of handling escalated queries of a sensitive nature in a confidential and safe setting
Nice to have:
Experience in a regulated environment or MedTech
CRM administration experience or Zendesk
Values we share
Mission led - You have a passion for and deep subject matter interest in health and wellbeing.
Highly empathetic and collaborative - You’ll be bringing togetherness and drive contribution.
Low ego - The best technology leaders spend their time enabling teams to do their best work by providing context, direction and removing roadblocks.
Ownership - We win and lose together. This role requires candidates who are comfortable taking ownership and high levels of responsibility. We reward that with a highly autonomous way of working that empowers you and your teams.
What we can offer you
A competitive base salary
25 days holiday + bank holidays
A flexible working environment that allows you to make the biggest impact
A chance to help build a category-defining company that’s making a real difference in people’s lives
Continuous learning - Books, online subscriptions and budget for workshops and conferences.
Annual Learnerbly budget
Work in a dog friendly office
Free drinks, coffee and snacks in the office
Pension contribution: 5% employee 3% employer contribution
Cycle to work scheme and secure cycle area to keep your bike safe
Discount on our Numan products (also for family and friends)
Free eye test
Health Insurance with HealthShield. This is a health cash plan paid for by the company. It also includes 24/7 counselling support, EAP programme, 24/7 GP access, access to wellbeing app Thrive and further discounts on fashion, holidays, entertainment, car hire, health and beauty and your weekly shop via the reward platform MyPerks
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status