Retention Specialist at Granted

San Uk Ka Village, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

13 Feb, 26

Salary

0.0

Posted On

15 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Problem Solving, Interpersonal Skills, Communication Skills, Relationship Building, Salesforce, MS Office Suite, Negotiation Skills, Customer Retention, Empathy, Adaptability, Analytical Skills, Member Engagement, Churn Reduction, Floral Industry Knowledge

Industry

Description

Retention Specialist Revenue Operations OVERVIEW The Retention Specialist will focus on retaining existing members throughout our florist network. The Retention Specialist, will play a vital role in ensuring the satisfaction and loyalty of our valued members. This role’s primary objective will be to develop and execute effective strategies to enhance member retention rates and reduce negative churn. This role requires exceptional interpersonal skills, data analysis abilities, and a problem-solving mindset to contribute to the growth and success of our network. KEY RESPONSIBILITIES * Collaborate with the management team to formulate comprehensive retention strategies that align with our goals and objectives. * Proactively engage existing members to build strong relationships and understand their needs. * Analyze member data and feedback to identify patterns, trends and potential retention risks. Utilize data-driven insights to develop personalized retention plans, address member pain points, and implement proactive measures to minimize member churn. * Serve as internal point of contact for retention related escalations * Document all activity related to retention within Salesforce * Leverage data to assist and coach florist partners to provide an improved florist experience * Maintain thorough understanding of products and services offered to improve florist profitability * Perform other duties as assigned. KNOWLEDGE, SKILLS AND ABILITIES * 3+ years of proven experience in a member/customer retention or account management role. * Strong problem solving, analytical, negotiating and reasoning skills. * Excellent verbal, written, and active listening communication skills. * Strong ability to overcome objections. * Aptitude to build trusted relationships and empathize with customers when appropriate. * Capable in MS Office Suite (Including MS Teams). * Capable in Salesforce. * Knowledge of the industry a plus. * Ability to work in a dynamic, virtual environment requiring self-motivation and adaptability. DIRECT REPORTS (If Applicable) * None. #LI-REMOTE

Responsibilities

The Retention Specialist will develop and execute strategies to enhance member retention rates and reduce churn. This role involves engaging with members, analyzing data, and collaborating with management to improve member satisfaction.