What are the responsibilities and job description for the Retention Specialist position at FTD, LLC?
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.
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