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Customer Retention Analyst

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American Express Global Business Travel

Aug 27, 2024

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Miami, +35

AI generated summary

  • You should have data analysis experience, strong communication skills, problem-solving abilities, CRM and data visualization knowledge, project management skills, and ideally, a background in relevant industries.
  • You will analyze client data, develop dashboards, predict behaviors, execute retention campaigns, gather feedback, present insights, and identify process improvements to enhance client retention.

Requirements

  • What We’re Looking For:
  • Prior experience in data analysis, client retention, or customer experience roles.
  • A strong sense of ownership, drive and solution-mindfulness.
  • Strong written and communication skills, with the ability to present to small groups of people.
  • Strong problem-solving skills and a willingness to roll up one's sleeves to get the job done.
  • Skilled at working effectively with cross-functional teams in a matrix organization.
  • Ideally, you have experience, knowledge, or a keen interest in one or more of the following industries: B2B or B2C Finance, Payments / Online Payments, P2P (Procurement) space, Business Travel, Consumer Banking, and/or Consumer Travel.
  • Experience with CRM software, CX software and customer data platforms.
  • Proficient in data visualization tools (e.g., Tableau, Power BI).
  • Strong project management skills.
  • Previous experience within a SaaS product/environment.
  • Location
  • Florida, United States
  • The US national annual base salary range for this position is from $45,000 to $83,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

Responsibilities

  • Using our internal platforms, collect and analyze client data to identify trends, patterns, and key drivers of retention and churn.
  • Develop and maintain client retention dashboards and reports to monitor key metrics.
  • Utilize statistical methods and data modeling techniques to predict client behavior and identify at-risk clients.
  • Collaborate with cross-functional teams to develop and implement client retention strategies.
  • Design and execute targeted retention campaigns based on data insights.
  • Conduct client surveys, interviews, and feedback sessions to gather insights into client needs and satisfaction.
  • Analyze qualitative data to understand the client experience and identify areas for improvement.
  • Prepare and present findings and recommendations to senior management and stakeholders.
  • Develop and distribute regular reports on retention performance and initiatives.
  • Identify opportunities for process improvements and contribute to the development of new retention tools and techniques.
  • Lead or participate in special projects related to client retention and loyalty.
  • Stay updated on platform updates and changes to ensure accurate information dissemination.

FAQs

What is the main responsibility of a Customer Retention Analyst at Amex GBT?

The main responsibility of a Customer Retention Analyst is to analyze client data and behaviors to develop strategies aimed at improving client retention and reducing churn. This role also involves collaborating with the Customer Success Team to implement retention initiatives and track their effectiveness.

Are there any specific industries that the ideal candidate should have experience in?

Ideally, the candidate should have experience, knowledge, or a keen interest in industries such as B2B or B2C Finance, Payments, Online Payments, P2P Procurement, Business Travel, Consumer Banking, and/or Consumer Travel.

What type of analytical skills are required for this role?

Strong analytical skills are required, including the ability to collect and analyze client data to identify trends, patterns, and key drivers of retention and churn, as well as utilizing statistical methods and data modeling techniques to predict client behavior.

Is experience with data visualization tools necessary for this position?

Yes, proficiency in data visualization tools such as Tableau or Power BI is required for this role.

What types of reports will the Customer Retention Analyst be responsible for?

The analyst will be responsible for developing and maintaining client retention dashboards, preparing and presenting findings and recommendations to senior management, and distributing regular reports on retention performance and initiatives.

What is the salary range for the Customer Retention Analyst position?

The salary range for this position is from $45,000 to $83,000, with actual salary based on factors including the scope and complexity of the role, as well as the candidate’s relevant experience and skills.

What benefits does Amex GBT offer for this position?

Amex GBT offers a variety of benefits, including tailored health and welfare insurance plans, retirement programs, travel perks, tuition assistance, and wellbeing resources supporting mental and emotional health.

Will I need to present findings to colleagues or stakeholders?

Yes, strong written and spoken communication skills are essential, as the role involves preparing and presenting findings and recommendations to senior management and stakeholders.

What type of work environment can I expect at Amex GBT?

Amex GBT fosters an inclusive and collaborative culture where colleagues value each other's voices, supporting a work environment that is conducive to professional growth and teamwork.

Is prior experience in a SaaS environment preferred for this role?

Yes, previous experience within a SaaS product or environment is preferred for the Customer Retention Analyst position.

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American Express Global Business Travel

Travel & Leisure
Industry
10,001+
Employees

Mission & Purpose

American Express Global Business Travel (Amex GBT) is a leading travel management company that provides corporate travel solutions to businesses worldwide. Their mission is to empower businesses by optimizing travel programs, enhancing travel experiences, and driving savings through innovative technology and personalized service. The company aims to make business travel more efficient, seamless, and rewarding, allowing companies to focus on their core operations while ensuring their employees travel safely and comfortably.