Manager, Customer Development & Retention

Apsis International offers technical services for successful email marketing and has since the start in 2001 become the market leader in Scandinavia within legitimate e-newsletters. Apsis Pro is the main product with focus on user friendliness, deliverability and flexibility. The company has today approximately 165 employees in eight offices in six countries with a continued strong growth. The company has an international approach and 6000 companies of all sizes in more then 50 countries use our services. Apsis has experienced a fantastic growth rate since the very start and our international expansion is one of our future key challenges.

Apsis is looking for an experienced Customer Development & Retention Manager to join our After Sales team. The role is a key position in the After Sales of Apsis and you will report directly to the Director of International Sales. You will be responsible for a team of 7 customer developers as well as for a valuable customer portfolio. Your key areas of accountability will be to coach, develop and motivate the customer development team to retain customers through an effective communication and proactive and insightful account management approach. The key measurement will be on retention and revenue growth, requiring development and implementation of solid retention monitoring and churn prevention. Your base is our head quarter in Malmö. You will also have the opportunity to further develop our after sales around one of the strongest e-mail marketing tool on the market today, APSIS Pro.

Responsibilities


• Driving results towards target – both revenue and retention – for the team of CD’s globally through effective definition of way of work, coaching, understanding of the client portfolio and solid cooperation with individual Country Managers.
• Defining, implementing and monitoring a common way of work for all Customer Developers.
• Maintaining an accurate view of all opportunities and risks in our current customer base, and ensuring both are acted upon.
• Identifying churn triggers, monitoring customers churn trends and developing a robust retention program to ensure year on year improvement in churn rates.
• Responsible for the overview of CD portfolios and in cooperation with Country Managers to ensure that they are appropriate in size and contents for each individual and are effectively managed.
• Establishing key performance targets and criteria for the CD position and monitor on an on-going basis flagging both great performance and concerns to the appropriate Country Manager and to the Director of International Sales.
• Function as key member of team interviewing new candidates for the customer developer position in any country, and providing extensive support in training and mentoring each individual in the role.
• Function as a member of the Sales Management team with key role of highlighting customer issues and functioning as customer advocate.
• Managing all administrative elements associated with the Customer Development team including commission calculation, portfolio and account handovers, training and reporting.

Requirements


• Minimum 5 years of management experience of leading and coaching teams.
• A sales personality with broad experience of sales processes and business.
• You get things done and have an entrepreneurial spirit.
• Youlead by example and you know how to get other people to perform.
• Experienced within successful development and retention assignments.
• Strong technical and marketing knowledge and ability to convert this into customer
solutions.
• Solid communication, information management and public relations skills.
• Experience of retention activities and processes.
• Ability to create highly efficient processes and workflows to ensure quality and profitability.
• Fluency in Swedish and English.

 

How we will measure you

You will be measured based on the success of the that you are responsible for and how you in cooperation with you colleagues make this happen in a sound and business-minded way.

Good to know:

At Apsis we meet challenges together. We know we can provide our customers with valuable knowledge and our passion is to exceed their expectations. While we strongly believe in the individual driver, we always strive to give our employees a chance to be successful and if you are the right person there is great potential to influence your future development.

We offer you an exciting product that is highly valued by the market, a positive and ambitious work environment in a company with vision and optimism. We hope you will be part of Apsis’ continued success and internationalization.

Welcome with your application by registering your CV and cover letter at our career page. We would like you to send us your cover letter in English. If you have any further questions about this position please don’t hesitate to contact Gregor Podlewski, Recruiting Manager, mobile +46 734 155 871.