Job Title: Customer Success Director, International Retention
Position Overview:
Reporting to the Sr. Director of Customer Success within the End-to-End (E2E) Customer Experience team, the Customer Success Director, International Retention will be responsible for monitoring and improving customer retention in our international markets, leveraging data to uncover customer retention drivers/opportunities, removing friction within the overall customer experience to improve retention, developing programs that enable Insulet to reactively and proactively intervene to improve customer retention and loyalty, and implementing measurement strategies to quantify the impact of retention programs/efforts.
They will be seen as the international retention expert within Insulet through understanding the customer journey, leveraging data to generate insights and opportunities around customer retention, implementing programs to address opportunities, measuring the impact of those programs and developing an internal playbook for new market expansion to ensure all customer-facing experiences come together in a seamless way for our customers.
The successful leader will be a passionate advocate for the customer experience and driving customer loyalty while also ensuring all customer journeys are simple, consistent and elegant. They will partner with leaders across the organization to ensure that drivers of retention are understood, projects/programs to address them are prioritized appropriately and resourced and executed flawlessly. Lastly, they will implement measurement tactics to quantify the impact of improvements made.
Responsibilities
Responsible for tracking retention/attrition across all products for all non-US countries we serve
Work with Franchise partners and country leaders to ensure retention measurement dashboards are built consistently and in a way that enables insights to drive improvement for customers
Uncover opportunities to improve retention through process improvements and customer experience enhancements (e.g. web, app, customer care, automation, etc.) and drive execution of these with partners
Gathers and consolidates data, insights and feedback from leaders across the organization (Customer Success, Franchise Leaders, E2E PMs, UX, Customer Care, Product Support, Finance, field teams and other SMEs) for the continuous improvement of the experience to address retention drivers.
Develop personalized retention programs based on predictors of attrition, leverage data science models and Salesforce Data Cloud capabilities.
Inform and influence customer-facing assets as it relates to opportunities to improve the customer experience and retention in the US and international markets.
Drive cross-functional understanding and collaboration around the impact of retention to the overall business, sharing best practices and developing a playbook for new markets/countries to maximize retention
Govern and prioritize data capture and analysis needs from across the business in partnership with Data Sciences to gain insights and advance customer attrition risk sensing
Partner with Data Science team to define key customer retention performance metrics and build a plan for regular monitoring with key stakeholders across the organization
Partners with Customer Care and Product Support to understand customer dissatisfiers and their impact on retention
Key Decision Rights
Decisions regarding which pilots and programs are prioritized and executed to improve retention or drive learnings which can be leveraged to inform other retention efforts
Decisions regarding what measurements are used to track retention and the prioritization of data analysis requests from across the organization around retention
Decisions relating to how we approach retention for new country expansion and new indications for current products
Required Leadership/Interpersonal Skills & Behaviours
Passionate advocate for customers, their needs, and how Insulet can serve them better
Role modelling cross functional collaboration and agility
Enterprise mindset (understands impact of their decision on other functions and products)
Leading without authority and managing through influence
Guiding difficult cross functional decisions
Influence, interact, and lead globally
Strong customer-focused mindset and ability to translate that into E2E processes for specific personas
Ability to understand data and use it to create insights and tell a story to drive action internally
Build strong working relationships with Franchises, Global Marketing, General Managers, Customer Facing Software, Clinical, Agile Delivery, Finance and E2E Product Management
Strong communication skills - written and oral
Proven ability to support the E2E team in connecting the dots between commercial vision and technical planning and execution
Required Skills and Competencies
Ability to lead process, technology, and operational evolutions within Insulet to deliver on desired Customer Experience
Ability to synthesize and interrogate data to inform prioritization of retention improvements
Ability to implement effective reporting of organizational performance
Ability to guide objective prioritization of retention programs, projects, enhancements based on data and business impacts.
Must be able to operate both strategically and tactically in a high-energy, fast-paced environment.
Education and Experience
Demonstrated experience driving customer retention or customer experience efforts with an impact on customer loyalty; Matrix leadership preferred
Familiarity with commercial systems (global), data elements underpinning commercial activities, and customer experiences preferred
Experience with medical device product management, with knowledge of regulatory & quality requirements globally
Experience with leading a team directly or indirectly preferred
Diabetes experience or knowledge a plus
Additional Information
The position can be remote, hybrid or in-person in our London office. Travel is estimated at 15% but will flex depending on business needs.
#LI-JW1 #LI-Remote
Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.
We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
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