Join our mission

Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Overview

The Consumer Group is committed to transforming the mindset of our organization to

champion a culture where we are NEVER satisfied losing a customer. In order to do

this, we must change the hearts and minds of every employee to stay customer

committed and obsessed to deliver the benefits of complete confidence, more money

and ease for every customer so there is never a reason for customers to leave us.

With this in mind, we are recruiting for a Senior Manager of Retention strategy driving the growth strategy for our at-risk customer segments focused on customers who experience life events and build our TurboTax customer loyalty strategy.

This leader partners with other dedicated leaders from critical functions like Product, PD, Design, Data and Marketing to ensure we are collectively designing segment specific experiences both at the point of need when they are engaging with our products and through proactive targeted outreach.

What you'll bring

A passion for delighting customers

• Customer obsessed proven leader with at least 5 years' experience in a services based industry or SaaS organization, influencing customer experience management in Customer Success, Product marketing, Lifecycle Marketing or similar functions
• Exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals.

Bold, Innovative builder

• Experience rapidly driving new customer-facing experiences in ambiguous spaces
• Unafraid to take the initiative to lead teams and do "never been done" work
• Define what can be versus expanding or replicating what is already in play.

Data driven decision maker

• Take data to insight to strategy
• Operational excellence

Exceptional storyteller and partner

• Experience driving and keeping alignment with senior leadership using exceptional storytelling skills
• Ability to mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best-in-class solutions.
• Experience influencing senior management in customer success, product marketing, or similar functions

• Bachelor's degree in psychology, business management, marketing, or related field; MBA preferred

If you have a passion for disruption and a track record of success developing and launching

technology products for consumers, we'd like to hear from you!

How you will lead

We strive to deliver delightful experiences to all of our customers, and when things go wrong, we want to set them right. Your role, as part of the TurboTax "Never Lose a Customer" growth priority will be to identify and prioritize large scale opportunities to build confidence among TurboTax customers experiencing life events such that it drives increased retention. You will also identify and prioritize strategies to increase long- term loyalty among TurboTax customers as a whole.

You will be part of a team focused on executing hypothesis driven experiments, uncovering customer driven insights, leading competitive benchmarking and CDI frameworks to prioritize work within areas of the customer lifecycle where service recovery, repairing the relationship, and engaging with customers from tax completion until they start the following year to make a step change reduction in defection across our customer base for TurboTax.