Customer Experience & Retention Manager

This is your role

As 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 TradeTracker's 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 Responsibilities

1. Retention & Customer Satisfaction Strategy: Monitor customer health, identify churn risks, and implement targeted engagement initiatives.
2. Customer Feedback & Reputation Management: Actively collect positive reviews from satisfied customers and manage the company's reputation on platforms such as Google Reviews, Trustpilot, and industry review sites.
3. CSAT & NPS Survey Management: Ensure structured and automated feedback loops, maximizing response rates and actionable insights.
4. Proactive Issue Resolution: Identify potential problems early and coordinate internal teams to resolve them before they escalate.
5. Data-Driven Insights & Reporting: Own key retention metrics (CSAT, NPS, churn rate, feature adoption) and use insights to drive improvements.
6. Customer Success Playbooks & Process Improvement: Define best practices and scalable processes to enhance customer experience across all regions.

Your profile

Experience: 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 we're looking for? Apply now and join TradeTracker!

About Us

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