Customer Retention and Monetization Lead

You will :

• Develop retention strategies to reduce churn and increase customer loyalty, customer lifetime value and drive sustainable revenue. 

• Monitor key retention metrics and KPIs to track progress and identify areas for improvement. 

• Analyze customer data and behavior to identify patterns, trends, and opportunities for retention and growth. 

• Cooperate on development of targeted marketing campaigns to increase customer engagement, upsell and cross-sell opportunities. 

• Accountable for planning, monitoring, and developing automatic renewal payment model. 

• Monitor customer satisfaction levels and take action to address any issues or concerns that may arise. 

• Work closely with other digital teams (CRO, Marketing Automation, UX, etc.) as well as other parts of organisation - such as marketing, sales, business systems, product development, to ensure that customer needs are being met. 

• In cooperation with global and local teams drive adoption of retention business practices and digital lifecycle management programs to existing ESET customers. 

• Measure the success of customer retention and value initiatives, and adjust strategies as needed to achieve business goals. 

• Cooperate with global & local digital teams on ideation, preparation & execution of  campaigns aimed at increase sales to existing customers, such as upselling higher-priced products or cross-selling complementary products. 

• Identify opportunities to upsell and cross-sell based on customer behavior. 

• Monitor the success of upsell and cross-sell initiatives, and adjust strategies as needed to achieve business goals. 

• Analyze the results of upsell and cross-sell initiatives to determine their impact on customer value and retention. 

• Identify and call out issues that stand in the way of business growth and drive necessary change. 

• Partner with complementary regional and local teams to drive and execute effective performance marketing campaigns aimed at achieving key company strategic goals. 

• Consolidate and analyze key performance indicators representing individual stages of the renewal process 

• Stay up-to-date with the latest technology and best practices. 

To succeed you need to have :

Education 

• University degree in Marketing, Business Administration, or a related field 

Experience 

• 7+ years of experience in software sales and digital marketing, preferably in a global organization. 

• Demostrated experience in subscription business and automatic billing model. 

Knowledge 

• Strong analytical skills with experience in data-driven decision making. 

• Excellent communication and collaboration skills. 

• Deep critical thinking skills with ability to purse open-ended questions. 

• Strong project management skills with the ability to manage multiple projects simultaneously. 

• Experience with CRM software, marketing automation tools, and data analytics platforms. 

• Familiarity with A/B testing, customer segmentation, and customer journey mapping. 

• Be able to see "the whole picture" without losing sight of the details 

• Up to date with the latest trends and best practices in digital marketing 

Language 

• English at C1 level 

Communication 

• Ability to communicate, negotiate and work effectively with a variety of internal and external stakeholders. 

• Able to find agreement and to explain goals. 

• External communication with suppliers. 

• External communication with ESET's offices and partners. 

• If necessary, be able to clearly deliver presentation to the company's top management. 

Personal characteristics 

• Detailed Oriented 

• Well Organized 

• Adaptable 

• Team Player 

• Positive Thinker 

• Trustworthy 

• Willingness to travel: 1-3 times per year. For a maximum of two weeks 

Employee perks, benefits: 

• please visit our website: https://www.eset.com/sk/o-nas/kariera/benefity/  

Basic wage component (gross): from 3200 EUR  

*The final basic wage component can be adjusted according to the individual skills and experience of the selected candidate.

* Financial bonus based on performance paid twice a year up to 15% from the base salary paid during the evaluation period (normally 6 months)