Quince
Retention Specialist Manager
Job Summary
The Retention Specialist Manager role involves leading and developing omni-channel customer support teams focused on customer retention and loyalty. The candidate should have extensive experience in managing phone and messaging channels, coaching teams to meet performance goals, and handling escalations. A background in high-growth e-commerce or tech companies, along with strong leadership and analytical skills, is preferred. The role emphasizes operational excellence, team engagement, and continuous improvement to enhance customer experience.
Required Skills
Job Description
OUR STORY
Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.
OUR VALUES
Customer First. Customer satisfaction is our highest priority.
High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.
Essential design. We don’t chase trends, and we don’t sell everything. We’re expert curators that find the very best and bring it to you at the lowest prices.
Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.
Environmentally and Socially conscious. We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.
OUR TEAM AND SUCCESS
Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.
The Retention Specialist Manager will have experience in managing omni-channel customer support teams, with a successful background in phone and direct messaging channels. This candidate will need to demonstrate their ability to develop and coach team members on excellence in customer retention, even when delivering information, the customer may not want to hear. In addition, this candidate will be able to successfully balance customer and agent retention with operational excellence in executing and achieving critical KPIs, effectively prioritizing business needs.
Responsibilities
- Successful execution of company goals and objectives, focused on customer experience
- Coach, Train, and Develop Retention Specialists weekly to achieve performance goals and development objectives
- Accurate weekly and monthly team performance reporting, with actionable next steps to improve any metric below goal.
- Provide feedback to support continuous improvement to eliminate process defects that impact customers.
- Support and drive team engagement activities
- Manage and resolve customer escalations across all engagement channels.
- Engage in all hiring and recruiting activities to attract candidates that demonstrate our Customer First value.
- Support and implement new operational processes across the team.
Qualifications
- Bachelor’s degree in Operations, Business, Communications, or related field
- Minimum of 5+ years of experience of successfully leading a team of customer care agents
- Proven track record of building a team of Customer First agents that drives and improves customer loyalty and retention
- Strong leadership and team building skills, experience managing a team in a Start Up environment
- Excellent analytical, problem solving, and decision making abilities
- Prior experience in a high-growth, fast-paced e-commerce or tech-driven company
Security Advisory: Beware of Frauds
At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.
Quince
Quince brings luxury products like Mongolian Cashmere, Italian Leather, Turkish Cotton and Washable Silk to everyone at radically low prices. Shop premium essentials with no middleman.
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