What We’re Looking For:
Sport and Story is looking for an enthusiastic, talented, and driven freelance Customer Retention Specialist to join our team at Hogs+, who will ensure the long-term success and growth of our customer base.
Who We Are:
Our mission is to tell great stories that engage and connect fans to their favorite teams. We do this through a variety of unique, original, update-driven and long-form storytelling podcasts. We are led by an Emmy award winning team of directors. Innovation, positivity, creativity, energy and problem solving is at the core of our culture. Valuing people first is what we do. Whether it’s the subjects we feature and follow or our own talented storytellers, we pride ourselves on leaving a positive aftertaste with everyone involved.
What We Do:
We create original podcasts, podcast networks and content subscription membership networks for college athletic departments all over the country. We partner with the schools who give great access to tell their stories. We work hand in hand with the coaches, players, administration and creative teams at each school. Using great technology we create interactive platforms that are easy for fans to access and navigate and we create a robust marketing plan so the fans you’re serving actually engage with and enjoy your work.
Job Description:
As a Customer Retention Specialist at Hogs+, your primary responsibility will be to identify and implement strategies to minimize customer churn and maximize customer retention. You will play a crucial role in ensuring the long-term success and growth of our customer base. You will work closely with the sales, marketing and customer service teams to develop and execute effective churn reduction initiatives.
Responsibilities:

Churn Analysis: Analyze customer data to identify patterns, trends, and potential causes of churn. Utilize tools and metrics to track and measure churn rates and identify areas of improvement.
Customer Retention Strategy: Collaborate with the sales and customer service teams to develop effective strategies to reduce churn and increase customer loyalty. This may include targeted outreach campaigns, personalized customer experiences, and proactive customer engagement.
Customer Feedback: Collect feedback from customers who have churned to gain insights into their reasons for leaving, if voluntary. Use this feedback to inform product improvements, address customer pain points, and enhance overall customer satisfaction.
Renewal and Upsell Opportunities: Develop and execute strategies to maximize customer lifetime value and revenue generation.
Relationship Building: Build strong relationships with customers at risk of churn. Proactively engage with customers to understand their needs, address concerns, and demonstrate the value of our products.
Customer Education and Support: Work closely with the customer service team to provide ongoing guidance and assistance to customers to promote satisfaction.
Reporting and Communication: Generate regular reports on churn metrics, retention initiatives, and progress made in reducing churn. Present findings and recommendations to the management team and collaborate cross-functionally to drive company-wide efforts to improve customer retention.

Requirements:

Bachelor's degree in business, marketing, or a related field (or equivalent work experience).
Proven experience in a sales or customer success role, preferably in a technology company.
Strong analytical skills with the ability to interpret data and derive actionable insights.
Excellent communication and interpersonal skills to build relationships and effectively collaborate with internal teams and external customers.
Results-driven mindset with a focus on meeting or exceeding targets and metrics.
Ability to multitask and prioritize effectively in a fast-paced environment.

Join our team at Hogs+ and make a significant impact by reducing churn and ensuring our customers' long-term success. Together, let's create a customer-centric culture and drive sustainable growth in our business. Apply today!
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

Sport & Story