Outbound Retention Leader - Growth & Campaigns

CoinFlip Preferred LLC; Fully; In loco; CHF 23.000 - 25.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive benefits

Performance-based incentives

Descrizione del lavoro

CoinFlip is seeking a results‑driven Customer Retention Supervisor to lead our retention team, drive repeat transactions, and increase revenue growth. This hands‑on leadership role combines coaching, direct outreach, SOP development, and data‑driven process improvements.

The ideal candidate coaches agents, engages customers, and uses performance data to improve retention, productivity, and outcomes. Collaboration with Marketing, Support, Sales, Operations, and Compliance is essential.

Competenze

• Minimum 3 years in supervisory or leadership roles in customer retention or outbound sales.
• Proven success in conversion, retention, reactivation and relationship management.
• Experience creating SOPs, workflows, scripts, and training materials.
• Strong coaching and communication skills with KPI-driven mindset.
• Ability to balance hands-on outreach with team management and operations.

Mansioni

• Lead and coach retention specialists, set clear performance expectations.
• Conduct outbound calls to engage customers and drive repeat transactions.
• Develop and maintain SOPs, workflows, scripts, and training materials.
• Manage daily outreach, schedules, campaigns, and follow-up priorities.
• Drive first-to-second transaction conversions and reactivation efforts.
• Execute retention campaigns including offers, incentives, and reactivation programs.
• Monitor KPIs: calls, contacts, conversion, repeats, reactivation, revenue.
• Provide coaching, call reviews, and performance evaluations.
• Analyze activity data to identify retention opportunities.
• Maintain CRM records and performance reporting.
• Handle escalations and comply with regulations.
• Collaborate with Marketing, Support, Sales, Ops, Compliance.

Conoscenze

Leadership

Coaching

KPIs & analytics

Outbound outreach

Customer retention

Objection handling

CRM & training

Communication

Process improvement

Team performance

Compliance awareness

SOP development

Formazione

Bachelor's degree preferred

Strumenti

Salesforce

Zendesk

Five9

Amazon Connect

CRM platforms

Descrizione del lavoro

CoinFlip is seeking a results‑driven Customer Retention Supervisor to lead our retention team, drive repeat transactions, and increase revenue growth. This hands‑on leadership role combines coaching, direct outreach, SOP development, and data‑driven process improvements.

The ideal candidate coaches agents, engages customers, and uses performance data to improve retention, productivity, and outcomes. Collaboration with Marketing, Support, Sales, Operations, and Compliance is essential.