This is your roleAs a Customer Experience & Retention Manager, you will be responsible for improving customer satisfaction, reducing churn, and ensuring that customer insights drive meaningful improvements across our global operations. You will manage customer feedback, track key retention metrics, and work with internal teams to proactively address customer concerns.Additionally, you will be responsible for reputation management, ensuring that satisfied customers leave positive reviews on platforms like Google Reviews, Trustpilot, and other relevant sites. You will develop strategies to encourage happy customers to share their experiences, while professionally handling any negative feedback to protect and enhance TradeTrackers online reputation. You will work cross-functionally with Customer Success, Account Management, and Product teams to identify trends, prevent churn, and ensure customers gain maximum value from the platform.Your Responsibilitiesxe2x9cx85 Retention & Customer Satisfaction Strategy Monitor customer health, identify churn risks, and implement targeted engagement initiatives. xe2x9cx85 Customer Feedback & Reputation Management Actively collect positive reviews from satisfied customers and manage the companys reputation on platforms such as Google Reviews, Trustpilot, and industry review sites. xe2x9cx85 CSAT & NPS Survey Management Ensure structured and automated feedback loops, maximizing response rates and actionable insights. xe2x9cx85 Proactive Issue Resolution Identify potential problems early and coordinate internal teams to resolve them before they escalate. xe2x9cx85 Data-Driven Insights & Reporting Own key retention metrics (CSAT, NPS, churn rate, feature adoption) and use insights to drive improvements. xe2x9cx85 Customer Success Playbooks & Process Improvement Define best practices and scalable processes to enhance customer experience across all regions.Your profileExperience: 3+ years in Customer Success, Account Management, Retention Strategy, or Reputation Management in a SaaS, Affiliate Marketing, or Digital Advertising company. Analytical mindset: You are data-driven and comfortable interpreting customer insights. Strong communication skills: You can turn customer feedback into clear action plans. Proactive & Strategic Thinker: You identify opportunities and solve problems before they arise. Reputation Management Experience: Knowledge of online review platforms (Google, Trustpilot, industry forums) and strategies to increase positive reviews. Affiliate Marketing knowledge is a plus: Experience in performance marketing, tracking technologies, or partner networks is a bonus. Language skills: Fluent in English.Why us?
Competitive salary of 7,000 - 10,000 AED per month.
Health Insurance
A high-impact role in a global SaaS company driving real business results
Work in an innovative, international team based in Dubai
Opportunities for professional development and career growth
Are you the Customer Experience & Retention Manager were looking for? Apply now and join TradeTracker!About ushttps://youtu.be/TjAcfNy3xXk