Onboarding & Retention Team Leader at The Knot Worldwide

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

27 Apr, 26

Salary

0.0

Posted On

27 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Onboarding, Customer Service, Customer Success, Retention, Team Leadership, Performance Management, Communication, Presentation, Relationship Building, Organizational Skills, Prioritization, KPI Management, CRM Systems, Process Improvement, Problem Solving, Coaching

Industry

technology;Information and Internet

Description

WHAT WE DO MATTERS: At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success. The Onboarding & Retention Supervisor plays a critical role in shaping the long-term success of our vendor community. This position owns the first year of the vendor lifecycle — from onboarding and activation, through early engagement, training, performance optimisation and retention. You will lead a small, high-impact team responsible for onboarding new vendors via primarily outbound calls and appointments, setting up and optimising storefronts, delivering training, and ensuring vendors are fully equipped to succeed on the Hitched platform. You will also be responsible for your own remit of vendors to provide onboarding support to. This role combines hands-on vendor engagement with people leadership, performance management and process ownership. Your success will be measured by vendor activation quality, first-year retention, satisfaction scores and team output. RESPONSIBILITIES: Vendor Onboarding & Activation Personally conduct onboarding calls with new vendors, guiding them through their first experience on Hitched. Lead the setup and optimisation of vendor storefronts, ensuring accuracy, quality and that all vendors have received their calls in a timely manner, in accordance with our service level agreement. Deliver structured product and best-practice training to help vendors maximise visibility, enquiries and return on investment. Act as a trusted consultant to vendors, helping them understand how to succeed on the marketplace. Ensure a smooth, professional and confidence-building onboarding journey for every vendor. Retention & Vendor Success Own first-year vendor retention and satisfaction across our first year vendor base. Proactively identify early risk signals and implement engagement or recovery strategies. Build strong relationships with vendors to increase loyalty, advocacy and long-term value. Collaborate with New Business, Customer Service and Finance teams to ensure seamless lifecycle management. Team Leadership & Performance Supervise, coach and develop a team of Onboarding & Retention Executives. Set clear expectations around activity, quality, conversion, satisfaction and retention KPIs. Monitor performance through CRM, dashboards and call reviews. Deliver regular 1-2-1s, coaching sessions and performance feedback. Motivate the team through clear goals & recognition. Process Ownership & Continuous Improvement Take ownership of the onboarding and early-retention function, driving consistency, quality and scalability. Identify gaps, inefficiencies or risks in the onboarding journey and implement improvements. Support the rollout of global processes, tools and best practices. Provide insight and reporting on onboarding quality, vendor feedback, retention trends and team performance. Stakeholder & Department Ownership Act as the operational owner for Year 1 vendor experience and satisfaction. Partner with Sales, Renewals and Operations teams to continuously improve vendor outcomes. Represent the onboarding function in internal meetings and projects. SUCCESSFUL CANDIDATES HAVE: You are a confident, people-focused leader who enjoys combining hands-on customer interaction with team leadership and operational ownership. You will bring: Experience in onboarding, customer service, customer success, retention ideally in a telesales or subscription contract based environment. Proven ability to coach and supervise a small performance-driven team. Strong communication, presentation and relationship-building skills. A customer-centric yet commercially minded approach. High attention to detail and process discipline. Strong organisational and prioritisation skills. Confidence working with KPIs, CRM systems and performance reporting. A proactive, solutions-driven mindset with ownership mentality. WORK MODEL: This role is Together@TKWW-eligible. You’ll be expected to work in the office two days a week as part of our hybrid work model. At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey. WHAT WE LOVE ABOUT YOU: Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments. Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision. Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully. Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together. WHAT YOU LOVE ABOUT US: We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people. Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward. For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection. For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings. To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C. __ US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.

Responsibilities

The Onboarding & Retention Supervisor is responsible for leading a team that manages the onboarding and retention of vendors, ensuring they are equipped for success on the Hitched platform. This includes conducting onboarding calls, delivering training, and monitoring vendor satisfaction and retention.