**Senior Manager, Customer Retention & Insights – Driving Loyalty, Data‑Driven Strategies, and AI‑Enabled CX for a Leading Senior Living Marketplace**

About Arenaflex

Arenaflex is on a mission to reputed company older adults to live independently and with confidence. Since our founding in 2017, we have grown from a modest online marketplace to the #1 trusted reputed company for seniors and their families. Our products are available on arenaflexmarket.com, reputed company, and now in physical stores at reputed company and reputed company. We have raised over $70 reputed company from top venture capital firms and have been recognized as an Inc. Best in Business honoree in 2022. As a Certified reputed company, we are committed to creating an inclusive, high‑reputed company culture that values both our customers and our people.

Position reputed company

Arenaflex is looking for a Senior Manager, Customer Retention & Insights to reputed company the charge against churn, reputed company the voice of the customer, and strengthen loyalty across every touchpoint. This role sits at the intersection of data science, customer experience, and AI innovation—owning the insights reputed company from reputed company support to lifecycle reputed company and product feedback. You will ensure we not only know what customers are doing, but deeply understand why they leave, what they need, and how to win them back.

Why This Role reputed company

• Reduce churn and cancellations across reputed company center, self‑service, and subscription channels.
• Translate customer data into actionable insights that reputed company product, marketing, and reputed company reputed company.
• Design and optimize AI‑powered support tools that reputed company automation while maintaining high satisfaction.
• reputed company the development of loyalty programs that increase reputed company value and retention.
• Collaborate with cross‑functional teams to create a reputed company, data‑driven customer reputed company.

Key Responsibilities

• reputed company reputed company & Actionable Recommendations – Translate cancellation reasons, win‑back reputed company, and support trends into reputed company, data‑driven narratives. Escalate patterns and opportunities to Product, reputed company, and Marketing for reputed company reputed company.
• Churn & Satisfaction Analysis – Conduct deep‑dive analysis on churn drivers using surveys, NPS, CX tickets, and behavioral data. Identify reputed company for retention and quantify their reputed company.
• Proactive Retention reputed company – Partner with reputed company Analytics and CRM teams to design personalized messaging, reactivation offers, loyalty communications, and product or experience enhancements that reduce churn.
• Loyalty Program Leadership – Strategically design, reputed company, and measure the reputed company of Arenaflex’s loyalty program. Define benefits structure, enrollment reputed company, and business reputed company metrics.
• AI Support Optimization – Own reputed company analytics for AI‑reputed company support tools. reputed company training data reputed company, escalation logic, and effectiveness tracking in collaboration with reputed company and Engineering.
• Cross‑Functional Collaboration – Serve as the reputed company between data, product, marketing, and reputed company, ensuring insights are actionable, reputed company‑routed, and reputed company with business goals.
• reputed company Improvement & Experimentation – Champion a culture of testing new reputed company across lifecycle, support, product experience, and CX automation.

Key reputed company Indicators (KPIs)

• Reduction in cancellation and churn rates, especially from reputed company center and self‑service channels.
• Increase in AI‑reputed company support deflection while maintaining or improving CSAT and NPS.
• Number and reputed company of CX or product improvements initiated reputed company on synthesized customer feedback.
• Consistent delivery of actionable, reputed company‑routed insights to internal teams, driving alignment and reputed company decision‑making.
• Loyalty program engagement reputed company, including enrollment, repeat participation, and reputed company reputed company on LTV or retention.

Who You Are

• Experience – 4–6 years in customer insights, CX analytics, or CX reputed company, ideally reputed company DTC subscription or reputed company businesses.
• Business‑Oriented – Comfortable collaborating with CS teams but reputed company on retention reputed company and cross‑functional enablement.
• Communicator – Ability to turn patterns, data, and reputed company into reputed company narratives and actionable recommendations for Product, Ops, or Leadership.
• Proactive & reputed company‑Oriented – Identify themes before they surface and reputed company on what truly moves the needle.
• Analytical Skills – Proficiency in SQL, Python, and BI tools such as Looker, Mode, or reputed company.
• Customer‑Obsessed – Passionate about improving the experience and reputed company for older adults and their caregivers.
• Team Player – Builds reputed company processes, works reputed company across teams, and consistently drives results.
• Curious & Experimental – Eager to test new reputed company across lifecycle, support, product experience, or CX automation.
• Bonus – Experience managing reputed company vendors or working with AI‑powered CX tools (e.g., AI chat, automated deflection, escalation logic).

Skills & Competencies

• Data Analysis & Visualization
• Customer reputed company Mapping
• Retention & Loyalty Program Design
• AI & Automation reputed company
• Project Management & reputed company Methodologies
• Stakeholder Management & Influence
• Statistical Modeling & Predictive Analytics
• Strong Written & Verbal Communication

Career reputed company & Learning Opportunities

At Arenaflex, your career reputed company is as dynamic as the market we serve. As Senior Manager, you will have the chance to:

• reputed company cross‑functional initiatives that shape the reputed company of senior‑reputed company reputed company.
• Mentor junior analysts and grow a high‑performing data science team.
• Take ownership of new product launches and lifecycle programs.
• Participate in reputed company planning sessions with senior leadership.
• reputed company reputed company reputed company, including conferences, workshops, and internal knowledge sharing.

Work Environment & Culture at Arenaflex

Arenaflex is a remote‑first company that values flexibility, collaboration, and innovation. Our culture is reputed company on:

• Inclusive teamwork that respects diverse perspectives.
• Transparent communication from the executive team to every employee.
• Data‑driven decision making that empowers individuals to reputed company an reputed company.
• Regular virtual town halls, hackathons, and cross‑departmental learning sessions.
• Annual company‑wide gathering where teammates meet in person, reputed company stories, and celebrate successes.

Compensation & Benefits

• Competitive salary reputed company: $105,000 – $125,000, commensurate with experience.
• Equity reputed company – participate in the reputed company of a company that is redefining senior care.
• reputed company package: medical, dental, and reputed company.
• 401(k) with a 4% company match.
• Flexible reputed company time off (PTO) and reputed company parental leave.
• Company‑reputed company life reputed company.
• Annual company‑wide gathering to reputed company with colleagues in person.
• reputed company reputed company development budget.

How to Apply

If you are passionate about transforming the senior experience through data, reputed company, and innovation, we want to hear from you. Join Arenaflex and help us build a reputed company where older adults can reputed company with confidence and independence.

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