Senior Retention Manager

Who We Are

Faye is the first-ever digital, consumer-centric travel insurance for Americans with a product redefining travel coverage and care, taking it from a forgettable add-on to a must-have advantage that enhances the entire trip experience. Faye’s whole-trip protection, coupled with its proprietary technology, enables 24/7 immediate assistance, claims processing and reimbursements anywhere in the world, setting a new standard and over-delivering in an industry synonymous with doing the opposite.

What We’re Looking For

We are looking for a seasoned Senior Retention Manager with B2C experience to join our team. The ideal candidate has a proven track record of leading retention activities across multiple channels, leading the marketing automation efforts of the company, monitoring and improving all outgoing communications with the company’s customers, and improving retention metrics on all fronts.

As a Senior Retention Manager at Faye, you’ll play a critical role in ensuring our customers stay loyal and engaged. You’ll lead strategic initiatives to retain existing users, enhance their experience, and drive long-term retentive behavior.

We work in a fun, collaborative, and open-minded environment and are looking for proactive, accountable professionals focused on continuous learning and growth to push themselves and our team forward.

Responsibilities:

• Develop and execute a comprehensive retention strategy aligned with Faye’s business goals.
• Create targeted initiatives that boost customer lifetime value.
• Own the performance of all customer-facing communications, ensuring consistent messaging across channels. Work with our content team to craft compelling emails, in-app messages and other touchpoints, to engage and retain our customer base.
• Monitor and analyze retention metrics, identifying trends and areas for improvement. Collaborate with cross-functional teams to implement data-driven solutions that enhance customer satisfaction and reduce churn.
• Take charge of our marketing automation efforts. Optimize automated campaigns, personalized journeys, and triggered communications to nurture existing customers, and work with our Brand Designer to optimize and test designs.
• Work closely with product, Communications, Growth and Customer Support teams to align retention initiatives with overall business objectives. Foster collaboration and knowledge sharing.
• Set ambitious retention targets in terms of sales, engagement, and customer satisfaction. Develop strategies to achieve and exceed these goals.
• Leverage data insights to make informed decisions. Continuously test and iterate on retention tactics, adjusting as needed to achieve optimal results.
• Lead cross-functional projects related to retention. Drive innovation, streamline processes, and champion best practices.
• Be the go-to expert for all things retention within the company. Take ownership of initiatives, drive change, and inspire others to prioritize customer loyalty.
  
  

• Minimum of 4 years of experience in retention management within B2C brands.
• Proven track record of improving retention metrics and customer lifetime value.
• Strong analytical skills and proficiency in data-driven decision-making.
• Excellent communication and collaboration abilities.
• Familiarity with marketing automation tools and customer communication platforms.
• Results-oriented mindset with a passion for achieving targets.
• Project management experience and ability to lead cross-functional teams.
• Ability to run with new ideas, be proactive and excel independently.
• A passion for early stage products related to travel and/or the insurance industry.
• Excellent verbal and written communication skills.
• Proficiency with data analysis, forecasting and budgeting.