Spencer Johnson

Experience

1. Retention Department Manager Lead Generation Manager

   Ninefold

   Mar 2022 — Present · Ogden, UT, US

   As the Customer Retention Department Manager for our pest control company, my primary responsibility is to develop and implement strategies that aim to retain our existing customers and reduce customer churn. This involves analyzing customer data and feedback to identify trends and areas for improvement, collaborating with the marketing team to create targeted campaigns, and monitoring customer satisfaction levels to enhance the overall customer experience. Additionally, I am responsible for training and coaching our customer service representatives to improve their customer retention skills, as well as working closely with the sales team to ensure a smooth transition from sales to customer retention. Managing our team of customer retention specialists is also part of my role, including setting goals, conducting performance reviews, and continuously evaluating and optimizing retention strategies based on performance metrics and feedback.Along with the Retention department, I have helped pioneer our Lead Generation Department. As our company has grown, our services have expanded. I manage a team of Lead Generators for Termite coverage programs.

Education

• Utah Valley University

  Bachelor's degree

  2021 — 2025