At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
Retention Team Lead plays a critical role in leading a high-performing team of Retention Specialists dedicated to preserving customer relationships, reducing churn, and driving loyalty across Constant Contact’s customer base. This leader will coach, motivate, and develop a team of approximately 12 agents to deliver exceptional customer experiences that align with Constant Contact’s mission to empower small businesses to thrive.
You will be responsible for managing day-to-day operations, ensuring KPI achievement across save rate, invoice retention, AHT, and CX metrics while fostering a culture of accountability, engagement, and excellence.
What You’ll Do:
- Lead, motivate, and develop a team of ~12 Retention Specialists through daily huddles, 1:1s, and side-by-side coaching sessions.
- Provide clear feedback and coaching on call quality, negotiation, empathy, and policy adherence to achieve optimal customer outcomes.
- Support by answering questions via slack chat, huddle, and/or Google meet
- Conduct performance management activities including goal-setting, documentation, and corrective action where needed.
- Foster a positive team culture that encourages learning, recognition, and collaboration.
- Manage adherence, attendance, and scheduling in partnership with WFM using IEX and Five9 systems.
- Monitor and analyze team performance daily using Salesforce dashboards, Five9 reports, and Verint QA insights.
- Drive continuous improvement initiatives that reduce AHT, improve FCR, and increase Save Rate and Invoice Retained %.
- Ensure all escalations and customer retention decisions align with company policies, pricing, and promotional strategies.
- Champion customer-first strategies to create meaningful, value-based conversations that reinforce loyalty.
- Partner with Enablement, QA, and Training to ensure agents have the tools, resources, and knowledge to succeed.
- Leverage call listening and data analytics to identify trends and create targeted coaching plans for skill development.
- Identify and recommend improvements to call flow, save offer usage, and internal knowledge resources to enhance efficiency.
- Collaborate cross-functionally with Billing, Tier 1, and Finance teams to ensure retention actions maintain compliance and profitability.
- Lead change management efforts tied to new processes, systems, and retention strategies.
Who You Are:
- Minimum 3 years of call center leadership experience in Customer Retention or Loyalty within a subscription-based or telecommunications environment.
- Proven success in achieving or exceeding retention KPIs (Save Rate, Invoice Retained %, CX, and AHT).
- Strong knowledge of Salesforce, Five9, IEX, Slack, Verint, and Stripe (or equivalent CRM, telephony, WFM, QA, and billing platforms).
- Skilled in performance management, employee engagement, and process improvement methodologies.
- Demonstrated ability to lead through change and drive adoption of new initiatives.
- Exceptional written and verbal communication skills; strong documentation discipline.
- Availability to work any shift Monday–Friday and a rotating Saturday every 8 weeks as needed.
- Customer-Centric Leadership: Passionate about creating customer experiences that retain and inspire loyalty.
- Analytical Thinker: Uses data to identify trends and coach performance improvements.
- Collaborative Partner: Works seamlessly across departments to support customer and company goals.
- Adaptable Change Agent: Excels in fast-paced, evolving environments.
- Results-Driven Mentor: Balances empathy with accountability to achieve performance excellence.
Pay Transparency - All Full Time Employees
$56,800.00 - $71,000.00 USD
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
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