Customer Excellence & Retention (CER) Associate

YOUR ROLE

The Customer Excellence & Retention (CER) Associate is responsible for leading stakeholder engagement, experience management, and retention strategy across the Perbi Cubs ecosystem.

This role supervises CER Officers and ensures that all customer-facing interactions meet the organization’s high standards of professionalism, responsiveness, warmth, and measurable retention outcomes.

Success in this role is measured by sustained Net Promoter Score (NPS) ≥ 90%, renewal rates ≥ 90%, strong referral growth, and disciplined execution of structured stakeholder engagement processes.

This role operates within a rotating shift structure. The Associate oversees schedule discipline and ensures service benchmarks are maintained across all shifts.

RESPONSIBILITIES

1. Lead Stakeholder Experience Strategy (25%)

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• Design and oversee structured onboarding journeys for all stakeholders.
• Establish engagement cadence standards (check-ins, milestone celebrations, renewal preparation).
• Ensure proactive intervention when engagement drops.
• Handle high-level escalations and sensitive stakeholder issues.
• Conduct periodic stakeholder satisfaction reviews.

Result: Net Promoter Score ≥ 90%.

2. Own Retention & Renewal Performance (25%)

• Own the renewal pipeline and retention forecasting.
• Review at-risk accounts weekly and assign recovery plans to Officers.
• Conduct churn analysis and implement preventive strategies.
• Ensure renewal conversations begin at least 30 days before contract expiry.
• Drive accountability toward renewal targets.

Result: ≥ 90% renewal rate across cohorts.

3. Supervise & Develop CER Officers (15%)

• Supervise CER Officers across rotating shifts.
• Conduct weekly performance reviews using dashboard metrics.
• Enforce communication tone and responsiveness standards.
• Coach Officers on de-escalation and stakeholder recovery strategies.
• Address performance gaps promptly and professionally.

4. Convert Satisfaction into Advocacy (15%)

• Implement structured referral requests from promoters.
• Capture testimonials and positive stakeholder stories.
• Collaborate with Marketing to amplify advocacy.
• Track referral conversion metrics.

5. Ensure World-Class Responsiveness (10%)

• Monitor response time benchmarks across all Officers.
• Ensure complaints are resolved within service standards.
• Maintain 100% CRM documentation discipline.
• Ensure no unresolved escalations exceed 24 hours.

6. Use Data to Strengthen Retention (10%)

• Review NPS, engagement, and churn data weekly.
• Partner with Business Excellence & Systems Associate to identify risk patterns.
• Implement data-informed engagement adjustments.
• Submit structured weekly and monthly retention performance summaries.

7. Living the Brand – 7 Ps (100%)

• Uphold and model the company’s 7 P values: People, Integrity, Excellence, Flexibility & Fun, Innovation & Creativity, Success, Grace & Glory.
• Demonstrate maturity, professionalism, and accountability in all stakeholder interactions.
• Commit to ongoing personal development and leadership growth.

QUALIFICATIONS AND COMPETENCIES

• Bachelor’s degree in Communications, Marketing, Education, Business Administration, or related field.
• 5–8 years’ experience in customer excellence, account management, retention strategy, hospitality leadership, or client success roles.
• Minimum 2 years supervisory or team leadership experience.
• Demonstrated experience improving retention metrics.
• Strong emotional intelligence and de-escalation capability.
• Exceptional written and verbal communication skills.
• Strong organizational and time-management skills.
• Proficiency with CRM systems and digital communication platforms.
• Data-informed decision-making mindset.
• Ability to remain calm and structured under pressure.
• Warm, professional, assertive, and disciplined.
• Passion for literacy, child development, and measurable impact.