Skills & Competencies for Customer Retention Manager

Customer Retention Manager job profile

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JOB SUMMARY for Customer Retention Manager

Manages all customer retention activities.

JOB RESPONSIBILITIES for Customer Retention Manager

Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information. Maintains industry relationships and develops budgets and controls costs. Responsible for leading a team of retention members.

Customer Retention Manager SALARY RANGE

BASE 50%
$90,759
TOTAL 50%
$102,582
Job Level
M02
Job Code
SM15000432
Education/Degree
Bachelor's Degree
Reports To
Head of a Unit/Department

Customer Retention Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Retention Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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7 general skills or competencies (Job family competencies) for Customer Retention Manager

1 Job Family Competencies – Customer Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Compiles a list of customer data sources for accurate customer analytics.
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Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
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Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities to predict customer needs and reduce customer churn rate.
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2 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -4
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Knows how to investigate complaints to identify root causes.
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Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
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Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
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Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
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Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
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3 Customer Retention Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Retention Manager
Proficiency Level - 4
5 Competency for - Customer Retention Manager
Proficiency Level - 5

13 soft skills or competencies (core competencies) for Customer Retention Manager

1 Core Competencies – Products And Services
Proficiency Level -3
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Illustrates how customers use our business's products and services.
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Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
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Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
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Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
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Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
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2 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -5
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Lists the typical processes of SOP development.
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Level 2 Behaviors
(Light Experience)
Supports the analysis of our business and operations processes for SOP design and development.
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Level 3 Behaviors
(Moderate Experience)
Researches new tools and techniques for SOP daily management.
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Level 4 Behaviors
(Extensive Experience)
Resolves complex issues arising from SOP practices; develops preventative solutions accordingly.
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Level 5 Behaviors
(Mastery)
Monitors industry for SOP trends and best practices; makes recommendations about those that benefit our business.
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3 Customer Retention Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Retention Manager
Proficiency Level - 4
5 Competency for - Customer Retention Manager
Proficiency Level - 5

Summary of Customer Retention Manager skills and competencies

There are 0 hard skills for Customer Retention Manager.
7 general skills for Customer Retention Manager, Customer Analytics, Customer Complaint Resolution, Customer Interaction, etc.
13 soft skills for Customer Retention Manager, Products And Services, Standard Operating Procedures (SOP), Planning and Organizing, etc.
While the list totals 20 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Retention Manager, he or she needs to be skilled in Products And Services, be an expert in Standard Operating Procedures (SOP), and be skilled in Planning and Organizing.

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