Customer Retention Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.Ready to explore a career path? Start your journey.We are seeking a Customer Retention Analyst to join our team. The ideal candidate will be responsible for analyzing client data and behaviors to develop strategies that improve client retention and reduce churn. This role involves working closely with our Customer Success Team to implement retention initiatives and track their effectiveness. This candidate will have strong analytical skills, a deep understanding of customer experience, and the ability to translate data insights into actionable plans.As a Customer Retention Analyst, you will be analytical and logical and be comfortable speaking with and presenting to customers 1:1 or in small groups. You will have strong written and spoken skills. You will enjoy working with innovative technologies, including apps, platforms, and digital services. Collaborating with cross-functional teams, you will design, build, and deploy nurturing programs for customers across multiple segments.What You’ll Be Doing:

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.

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.

LocationFlorida, United StatesThe 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.In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.Benefits at a glance (https://explorer.amexglobalbusinesstravel.com/rs/346-POJ-129/images/GBT2023BenefitsAtAGlanceWithoutRatesFinal.pdf)The #TeamGBT ExperienceWork and life: Find your happy medium at Amex GBT.

Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

Wellbeing resources to support mental and emotional health for you and your immediate family.

And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) .What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)