Retention Manager


Retention Manager

@ Waitr

  • Ownership and accountability for building an effective multi-use internal call center that is focused on (i) sales, (ii) concierge support, and (iii) retention programming such as saves and winbacks
  • Develop implementation plans including sales and save/winback, projections, systems requirements, training specifications, staffing plans, presentation flows and scripting
  • Analyze detailed metrics for varying customer inbound lead sources and create action plans to adjust process/staffing/training to improve call center performance
  • Develop, implement, and refine sales and retention related processes that align with sales and retention strategies 
  • Develop and maintain deep knowledge of CRM system to effectively make process, staffing, and marketing recommendations
  • Develop and implement product and process transition plans for new markets and new/revised products
  • Evaluate existing processes and practices to determine opportunities for improvements and optimizations
  • Work cross-functionally with marketing and other key stakeholders in aiding strategy and improving lead generation, pre- and post-sale customer experience, as well as developing communication plans, messaging, scripts and marketing collateral
  • Define and implement staffing, compensation, and incentive plans that considers the disparate needs of both sales and retention from the perspective of both customers and team members
  • Coach and develop a team of internal sales & customer care team members on daily, weekly, and monthly performance of sales and retention related calls (e.g. contact rate, conversion rate, process gaps, one-call resolution, voice and tone coaching, pitch development, etc)
  • Create business requirements for call center related projects/IT enhancements and provide ongoing business support to IT team that is implementing the enhancement 
  • Review and analyze sales and retention metrics, develop recommendations for future initiatives based on results
  • Present analysis and recommendations to Community Solar leadership 
  • Provide ongoing guidance to sales team on where to sell that aligns with overall project pipeline
  • Travel up to 20% of the time.


    • Strong analytical skills that can support and validate key product, process, and other key strategic decisions;
    • Demonstrates understanding of multiple facets of customer acquisition and retention and sales strategy;
    • Excellent relationship, influence and communication skills both verbally and in writing with superiors, colleagues, partners and project stakeholders;
    • Detail-oriented and self-motivated high achiever with ability to multi-task, prioritize and plan work and manage to deadlines;
    • Proficient user of common analytical software, CRM software (Salesforce preferred), and other Microsoft Office tools such as Excel and Powerpoint;
    • Ability to travel up to 20% of the time.
    • 2-5 years of experience managing call center sales operations
    • 2-5 years of experience managing a customer care call center including retention and win-back
    • A combined minimum of five years of experience across both call centers (Sales & Care) including defining call center process flow, managing metrics/reporting, and hiring/staffing of call center contractors; 
    • 4-year degree required, degree in Operations Management preferred
    • Experience developing detailed reports in CRM
    • Experience analyzing call center metrics, developing and implementing changes based on findings 
    • Experience working across disparate rulesets (for example, state/market regulatory requirements) highly preferred

How to Apply:

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Location: Lafayette, LA
Date Posted: May 12, 2021
Application Deadline: July 12, 2021