Digital Retention Manager, Apac

3 weeks ago

Sydney, Australia Adobe Full time

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours

The Challenge:
We are hiring for an eCommerce Retention Manager to join our APAC Digital Sales Team. You will build positive customer experiences, driving usage and expansion across our products/solutions, and ultimately ensure our customers realize value from their investment.

You will report to the eCommerce Retention APAC Lead.

As a member of the Digital Media GTM & Sales team you will design and implement customer retention strategies and test plans to increase loyalty and retain customers for Adobe Creative Cloud & Document Cloud in Asia Pacific, with primary focus on ANZ and India.

Your proven experience in digital customer retention will serve you well as you partner with Digital Marketing, GTM, Finance, Operations & global digital retention teams to execute complex, cross-functional initiatives that result in improved customer experiences, increased cross-sell/upsell and greater customer retention via A/B testing and regional alignment.

We are looking for someone with a passion for combining the art and science of analytics and insights to paint a data driven picture of today’s business and tomorrow’s opportunities.

Responsibilities Include:
- Find and implement new opportunities to support, and ultimately retain our customers- Analyse customer behaviour & feedback to drive loyalty through high-quality interactions at each step from initial sale to renewal to increase customer satisfaction- Leverage data driven insights for various customer journeys through the customer lifecycle to find efficiencies and improvements to the overall customer experience- Assist in the development and movement of key eCommerce testing initiatives- Collaborate with GTM management, marketing and creative teams to identify, scope and implement site improvement tests

What you’ll need to be successful:
- Strong analytical skills, able to manage, interpret and act upon multiple sources of data and customer feedback- Highly obsessed with upsell/cross sell, but also advocate of customer experience and importance of customer retention- Good communicator & problem solver with ability to interact locally, regionally and globally - marketing, campaign, ops, legal, product, web, commerce teams- Be forward-thinking, working on present-day strategy as well as preparing for the rapidly evolving future of eCommerce- Experience with A/B testing a plus

Preferred Qualification:
- 3-5 years in a digital sales, digital marketing or digital retention role

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