As a key architect of our retention strategy, the Retention Program Lead will be responsible for developing and maintaining a robust retention program framework that drives customer loyalty, retention, and growth. This will involve creating and executing initiatives that address government customers' unique needs and pain points in the legal and risk fields and collaborating with cross-functional teams to ensure seamless integration of the retention program with sales, marketing, and customer success strategies.
The successful candidate must be agile and responsive to the dynamic Government market and evolving internal processes, tools, and commercial strategies, adapting the retention program to meet these changing needs.
About the Role:
In this opportunity you will:
- Develop and implement innovative programs to drive retention and growth strategies for Government customers across various segments, including upsell and cross-sell customer programs in partnership with marketing and sales teams.
- Track and analyze program metrics to measure progress and identify areas for improvement.
- To ensure successful initiative completion, develop and maintain project plans, including goals, methodologies, and timelines.
- Provide recommended actions based on insights from retention analysis and identify risks of new initiatives to retention.
- Collaborate with cross-functional teams to develop and present actionable retention strategies and recommendations to mitigate renewal risk.
- Design, develop, and maintain a robust retention program framework, including playbooks, guides, and supporting materials, to ensure consistent and effective customer engagement.
- Ensure strong relationships with our Sales and Retention teams to drive innovation.
- Work on change management initiatives to ensure the adoption of the tools and processes.
- Work closely with Product Marketing to influence persona, content needs, and touchpoints.
- Develop strong relationships with existing customers to identify problems and solutions.
About You:
You're a fit for the role if you have:
- Minimum of 2 years of experience in marketing, sales, account management, or business development.
- Bachelor’s degree in Business, Marketing, Communications, Project Management, or related field is preferred
- Experience with Government customers is a plus.
- Project Management: Highly organized with the ability to track progress across multiple initiatives.
- Strategy: Identifying the opportunity, assessing risk, managing the execution
- Customer-Centric: Empathetic and able to represent customer views, wants, and needs while balancing internal business priorities.
- Solution-Oriented: Identify problems and utilize critical thinking to build and find solutions
- Reliable: Act with a sense of urgency under tight deadlines
- Flexible: Ability to adapt to change in a fast-paced environment
- Strong Communication: Strong interpersonal skills with the ability to inspire colleagues and customers, as well as present to key stakeholders
- Self-Starter: High willingness to work as an individual contributor and resolve practical problems.
- Marketing: A solid understanding of marketing best practices and content to support identified programs
- Analytical: Identifies areas of opportunity by interpreting, analyzing, and inferring data related to customer behavior and preferences
- Proficiency in MS Office (Excel, Word, PowerPoint) and MS Teams.
- Experience in Tableau & PowerBI for reporting
- Familiarity with mapping tools such as LucidChart is a plus
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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. Eligible office location(s) for this role include one or more of the following: New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC. The base compensation range for the role in any of those locations is $112,400 - $208,800. Eagan, MN; Ann Arbor, MI; Richmond, VA; Rochester, NY. The base compensation range for the role in any of those locations is $97,100 - $180,300. Chicago, IL; Frisco, TX; Houston, TX; fully remote location. For these locations and any eligible US locations not otherwise noted, including for fully remote location if applicable, the base compensation range for this role is $102,200 - $189,800. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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