Growth & Retention Manager

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.

We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.

Job Description The Growth and Retention Manager plays a key role, which is responsible for driving growth and retention of the customer base. As Growth and Retention Manager, you will lead proactive, campaign-driven customer engagement initiatives that are central to Elavon’s strategy for expanding and retaining the SMB customer base. Your responsibilities include designing and implementing effective retention strategies, optimizing processes using data-driven insights, and collaborating closely with market managers and cross-functional teams to identify and execute growth opportunities. You will play a pivotal role in transforming customer engagement channels and driving the adoption of best practices to maximize customer loyalty and revenue growth.

• Proactively identify and implement growth & retention revenue opportunities within SMB Customer portfolio
• Working across stakeholders to optimize existing retention processes across all available Customer engagement channels and implementing new ones as required based on data driven insights and market best practices.
• Identify gaps and opportunities offering to help grow and retain customers. Drive and support implementation of new product and retention offerings.
• With support of analytical teams, analyze customer data & behavior to identify opportunities for upselling & cross-selling to maximize VAS penetration
• Work side by side with the Campaigns Manager and CAM Market Managers to optimize the “campaign mix” between “at risk”, “health check”, “upsell”, “cross-sell” and “loyalty” campaigns to maximize Customer retention and growth.
• Develop and transform tools and Customer engagement channels (Customer Service, Online Portal, Dedicated Account Management team). Lead the transformation of Customer engagement model.
• Support development and execution of margin management initiatives in the region.
• Monitor and support risk mitigation of any risks to Customer portfolio
• Cooperate and manage relationship with external contractors as required (e.g. external call center)
• Collaborate with key departments including GTM, Marketing, Analytics, Salesforce, Operations, Customer Service, Product, L&D, and senior leadership to design, execute, and evaluate revenue initiatives.
• Stay updated on industry trends and best practices to help drive strategies to retain and grow existing SMB customer portfolio.
• Prepare regular reports & presentations on customer retention & growth metrics for senior management.

This role requires working from a U.S. Bank location three (3) or more days per week.

Accessibility We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.

Total Rewards U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Ou…