Hello Retail is growing rapidly – and we are looking for an experienced Retention Manager for the Nordic market. Are you already a Retention Manager, or have been working for several years with dedicated and strategic account management in the Nordic area, and are generally interested in the E-commerce industry, expert in negotiation and value-based sales, you might be the one we are looking for.

We need you to join our fantastic team in Copenhagen, Denmark.

Hello Retail is the market leader in the Nordic countries within Personalization and Conversion rate optimization (CRO) for the E-commerce market.

Our company

Hello Retail was formed in 2013 and thousands of web shops in the Nordics and Benelux have chosen our Personalization engine. We are a fully managed SaaS solution which means that we are not just a platform. We take care of our customers from A-Z making sure that they get the most out of working with us. 

The product is based on a solid experience of Customer service, ecommerce CRO and Big Data / AI / Machine Learning – call it whatever you like – we like to name it intelligence :-). A product built from the ground up, now serving thousands of successful ecommerce businesses in several markets.

Today, we are +50 people based in Copenhagen with different nationalities which gives a great, international atmosphere with room for all types of people. We are relaxed but ambitious, we are having fun but know when to work, we cooperate but are fully aware of the value of being self-driven and motivated.

If you do not know Copenhagen already, the capital of Denmark oozes of atmosphere, lots of shopping, restaurants and cafées, and cool hangout places. You can cross Copenhagen by bike or electrical scooters in no time to go for street food, maybe even kayaking in the canals, or ice skating in the winter time. Copenhagen and Denmark are world famous for the world’s happiest habitants and the crime rate is close to zero. 

The office is 2 minutes from the central station with the best view you can find in Copenhagen, Penthouse floor on the Buen building.  

Your role in Hello Retail

• RM will be responsible for growing the recurring Revenue and increasing the lifetime value primarily of Hello Retail’s medium and large customers in the Nordic area. The RM owns the customer lifecycle process and will report directly to the Head of Sales - Nordics.

• The RM is responsible for developing and maintaining Hello Retail’s customer retention strategy, defining the Executive business reviews, optimal touchpoints and tactics to engage existing customers, including building intelligent email sequences and other communication methods. The RM will develop the strategy so that it can be implemented on Small, Medium , Large, and Enterprise customers.

• The RM is responsible for measurement of those tactics, providing a reporting to Head of Sales - Nordics and CSO. The ideal person in this role is able to think strategically about long-term projects, while hitting and exceeding short term goals.

• The RM is also responsible for managing and coaching the Customer Success Managers (CSM), making sure they execute on strategies effectively. The ideal candidate will be creative, analytical, and have a demonstrated history of getting things done.

• You will be responsible for the foundation of our overall churn prevention strategy. You also need to ensure that our CSM team adopts the strategy and handles potential churn accordingly. 

Key Responsibilities:

• Own all aspects of the customer lifecycle strategy while defining and optimizing KPIs such as increasing the yearly revenue and overall lifetime value.

• Analyze the customer journey, identifying key touch points in the customer's interaction with Hello Retail to optimize customer activation and retention.

• Enforce the customers’ usage of their dashboard.

• Ownership of email marketing initiatives for better retention communication.

• Continually research and test new ways to engage customers and advocate internally for changes in systems, technologies and processes to drive better performance.

• Work cross-functionally with Sales, sales enablement, Tech Support, and marketing to manage projects to completion.

• Work with Account Managers to track and report on effectiveness of initiatives, analyzing KPIs and customer behavior, and develop next steps that move the lifecycle strategy and business forward.

The optimal candidate:

• You speak Swedish preferrably or any of the other Scandinavian languages and english on business level.

• Outstanding problem solving, multitasking and analytical skills.

• Highly effective working cross-functionally, especially with technical teams. 

• Comfortable working in a startup environment, with its fast pace, shifting priorities and fluid nature.

• In-depth knowledge and experience with Churn Prevention strategies and handling.