Title: Customer Retention Manager
Salary: Base salary + bonuses + benefits + vacation
Location: Richmond Hill, ON
Term: Full time, Permanent
WellnessLiving is one of the fastest growing software companies in North America with over 10 million users worldwide! Thousands of business owners in the fitness, wellness, yoga, music, dance, and martial arts industries love our platform as it helps grow their business through dynamic and innovative features. We are passionate about providing entrepreneurs with optimal solutions to help them run their business with ease.
Known as the software company with a heart, we are extremely customer focused. Our customers are our number one priority, and we do all we can to make sure their business needs are being fulfilled. With a growing community of customers and offices globally, our mission is to be the all-in-one software solution that propels businesses forward!
About You
We are a growing team of bright, ambitious individuals who are seeking like-minded candidates who can help us take our brand to the next level! We are looking for someone who can think outside of the box and isn’t afraid to push the envelope. The ideal candidate is an experienced Customer Retention Manager and has a “customer-first” focus. We are looking for someone who can build our Retention department and implement creative strategies and initiatives for customer retention.
Responsibilities:
- Build and manage a team of retention specialists and customer care representatives
- Train Customer Success level 1, 2, and 3 Representatives to handle and overturn cancellation requests
- Monitor telephone, online chat, and e-mail output for the department, ensuring optimal retention performance
- Review performance reports and develop and implement changes to policies and procedures to maximize retention efforts
- Foster an environment focused on team unity and efficient operations
- Design and implement customer retention strategies to increase customer loyalty and retain customer base
- Gather, sort and analyze customer feedback to enable decision making for customer retention initiatives
- Define and implement processes to effectively run CRM and loyalty activities in cooperation with other departments and teams
- Work cross-functionally with our Sales, Marketing, and Onboarding departments to drive customer-focused initiatives
Qualifications & Skills:
- 3-5 years of experience in a Customer Retention Management, or related
- Proven ability to manage individuals centrally and virtually
- Customer service oriented with a “customer first” mentality
- Experience in marketing is a plus
- Experience in a SaaS company is a plus
- Ability to be the subject matter expert with internal stakeholders, reporting on trends, issues, and opportunities related to customer retention
- Demonstrated selling, negotiating and relationship management skills
- Results-oriented and possess a drive to meet and exceed goals
- Experience managing departments, creating policies, procedures, routines and workflows
Customer Retention Manager Benefits:
- Extended health care
- Vision care
- Vacation & paid time off
- Life insurance
- EAP
- Flexible working hours
- Work from home opportunities
- Company events & social hours
- Dental care
- Casual dress
- On-site parking
- Discounted/free food
*Please note that those who meet the qualifications for the position will be contacted directly.
We appreciate you taking the time and look forward to reviewing your application.
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