Retention Specialist Manager, Quince
$60-75k
Affordable luxury fashion and home goods brand
Open for applications
Affordable luxury fashion and home goods brand
201-500 employees
Open for applications
$60-75k
201-500 employees
Company mission
To create products of equal or greater quality than the leading luxury brands at a much lower price.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
The rise in fast fashion has brought widespread awareness of the alarming waste of resources and the significant environmental impact caused by the industry. Recognizing these concerns, Quince is looking to address these issues and offer a more sustainable alternative to consumers.
Quince is a direct-to-consumer brand that offers high-quality products at lower prices by cutting out the middleman. The company focuses on providing wardrobe staples and home goods, with an emphasis on minimalism, simplicity, and timeless designs.
Quince works directly with factories to produce inventory on a near-just-in-time basis. By eliminating unnecessary intermediaries, Quince can streamline the supply chain and reduce financial and environmental waste. This approach allows Quince to ship goods directly to consumers' doorsteps, minimizing transportation and warehousing costs and as a result, providing customers with a more efficient and sustainable shopping experience.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
58% employee growth in 12 months
Company
Funding (1 round)
May 2023
$77m
SERIES B
Total funding: $77m
Company values
- Quality: Quality shouldn’t be a luxury. We choose premium materials and designs that stand the test of time. Our products feel nicer and last longer, on purpose
- Sustainability: Sustainability is built into everything we do. Whenever possible, we choose organic materials, environmentally conscientious packaging and ethical business practices
- Affordability: Everyone should have access to nice things. We keep prices low by using a factory-direct model that cuts out the supply-chain middlemen and reduces costs
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Sid Gupta
(CEO)Graduated from Stanford University with an MBA in Finance. Previously the Founder and CEO of Lolli and Pops as well as the Director of Strategy at TechTurn.
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