Head of Acquisition and Retention
At Merge Rocks we're looking for a Head of Client Acquisition and Retention to join our team.
Merge Rocks is a design and development agency with a core focus on UX-first design. We’re a team of designers and developers that create impactful and eye-catching products that make a real difference for our clients and their customers.
Key Facts About Us:
6+ years of experience
30+ employees
100+ projects globally
We are seeking a proactive and skilled Head of Acquisition and Retention to grow our business and strengthen relationships with our clients. If you thrive on closing deals, meeting ambitious targets of a growing business, and earning performance-based bonuses, we’d love to hear from you!
Client Acquisition: Marketing and Lead Generation Oversight
Devote 20% of your time to overseeing marketing and lead generation efforts.
Ensure consistent brand communication, messaging and positioning across all channels.
Oversee KPIs for the Marketing Lead and Lead Generation Specialist.
Oversee Marketing Leader’s and Generation Specialist goals, action plans and KPIs (avoid regular management, micro-management - they must remain self-managed, but know there’s a strong leader behind them).
Client Acquisition: Sales
Conduct introductory calls and client meetings to assess project needs.
Craft high-quality project offers (proposals) for tier-1 leads, including project scope and planning.
Lead pre-sale efforts by collaborating with the account manager, head of design, and other experts from the team.
Pitch offers and close deals with new clients.
Understand our design process, value proposition, and client pain points to effectively communicate and sell our services.
Oversee Account Manager’s follow-ups, their accuracy and quality. We must remain visible, but not annoying.
Client Retention and Upsell Strategies:
Become a client’s partner and the evangelist of achieving the best collaboration possible, aiming to keep every account for years.
Focus on long-term partnership, rather than on instant profits.
Define upsell opportunities.
Ensure a smooth onboarding and high client satisfaction.
Ensure meeting our high standards of collaboration by overseeing the quality of the team’s communication with clients.
Conduct 1:1 feedback sessions with clients quarterly.
Oversee NPS results and gathering on a quarterly basis (with the help of the account manager)
Proven experience in sales and client acquisition, preferably in a design agency or related field.
Strong understanding of the value of design and how to communicate that value to clients.
Experience in upsells.
Exceptional communication skills, including advanced English proficiency.
Strong emotional intelligence for sales and the ability to provide clear, constructive feedback to the team.
Ability to build and maintain long-term client relationships.
Excellent organizational skills and attention to detail.
A proactive approach to problem-solving and process improvement.
Preferred Qualifications:
Technical knowledge of building MVPs for web apps.
Experience in managing and guiding marketing teams.
Familiarity with UX audits and pre-sale design processes.
Fully-remote;
Annual professional development budget of $1,000;
Free handling of PE account from our accountants;
Free English classes with a native speaker;
20 days of paid vacations and 10 days of sick leaves per year;
Coworking space coverage – available for team members in Ukraine;
A collaborative and ambitious team with a modern approach and strong leadership;
Open-mindness and flexibility in both work culture and projects.
Pre-screen interview with a Recruiter;
Interview with the CEO.
Partners, not clients. Being client-first we treat our clients as our partners. This approach allows us to focus on building long-term relationships based on trust and mutual benefits.
Honesty. Being honest and open is our standard in communication at work and in everyday life. And we show that by being open to our peers starting from day one.
Passion, curiosity, growth. Three things that drive us forward and make us better with every complex task we solve and every new design we create. And we are willing to contribute to that.
Action and reaction. At Merge, we don’t wait until someone tells us what to do. Being experts in our fields, we go out and propose the solution first, and get feedback second.
Failures are fingerposts. To success. Those who fear making a mistake create with boundaries in mind. We promote out-of-box thinking under the supervision of a mentor to nourish creativity.
Want to join us? Don't miss your chance and apply!
Merge Development is a team of designers and front-end developers. We care deeply about what we do and have become experts in beautifully designed software and consumer applications. Having different backgrounds combined, we gathered a pretty massive scope of competencies.