Customer Retention Specialist

• The Activation/Retention Specialist is the in-field strategic face of Elavon to the client, representing the BMO business channel.
• They are responsible for activating merchant accounts and assisting with retention by engaging with clients and providing data analysis, industry education, presentation of performance and recommending action to improve efficiency.
• While this is a remote role, there is an in-field expectation of 4 or more days per week with the remaining day(s) spent reviewing customer lists and scheduling appointments.
• The ability to travel to business owners' locations in the greater Chicago area is essential.

Activation & Retention Specialist

• Help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
• Logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers
• Show clients the value of Yelp by highlighting their investment returns through ad performance metrics
• Use strong listening and conflict resolution skills to handle escalated clients
• Become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs
• Exhibit strong communication skills, both externally with clients and internally with other Yelp employees
• Remain organized and efficient in a fast-paced environment
• Consistently achieve/exceed monthly goals

Inbound Retention Specialist – Weekend Team

• Participates in developing and implementing plans for membership growth and retention through the work of volunteers.
• Schedules and manages recruitment events in assigned areas approximately 2-3 times per week during peak seasons, either individually or with the assistance of volunteers.
• Delivers or supports the delivery of the Girl Scout Leadership Experience in designated areas until adults are trained and ready to serve as volunteers. In some cases, direct support of troops/girls will be required.
• Ensures Girl Scouting is open to all girls and adults by delivering the Girl Scout message of belonging to community groups, organizations, and other constituencies within the council area.
• Provides onboarding and ongoing support, supervision, conflict management, and direction to volunteers by interpreting council policies, standards, and procedures.
• Actively participates in the development of environments that foster diversity, equity, inclusion, and access through words, actions, and attitude.

Membership Growth & Retention Specialist

• While this is a remote role, there is an in-field expectation of 4 or more days per week with the remaining day(s) spent reviewing customer lists and scheduling appointments
• The ability to travel to business owners' locations in the greater Chicago area is essential
• The Activation/Retention Specialist is the in-field strategic face of Elavon to the client, representing the BMO business channel
• They are responsible for activating merchant accounts and assisting with retention by engaging with clients and providing data analysis, industry education, presentation of performance and recommending action to improve efficiency

• Define and own the enterprise retention strategy, churn targets, and roadmap
• Lead the evolution from reactive save models to proactive, predictive retention programs
• Identify and size churn drivers and LTV impact across segments, markets, and customer journeys
• Translate insights into clear retention playbooks across: Save and cancel interactions, Winback strategies, Proactive outreach programs
• Leverage data and analytics to: Identify market and segment level churn drivers, Develop targeted remediation strategies, Enable trigger-based and predictive interventions
• Support and enable Loyalty Operations (save desk) by: Providing clear strategy and playbooks, Ensuring alignment on priorities and offers, Creating a structured feedback loop to continuously refine strategy based on execution
• Partner with Marketing to: Develop and optimize retention and winback offers, Execute targeted campaigns, Lead A/B testing and test-and-learn frameworks to improve performance
• Establish governance and performance tracking for: Save effectiveness, Offer performance, Revenue retained and durability, Proactive program lift
• Drive cross-functional alignment across Care, Digital, Sales, Product, and IT to ensure retention strategies are consistently executed and scaled

Director, Customer Loyalty – Churn Management

• Re-negotiate contracts to retain customer business when necessary
• Utilize ‘Value Based Sales Skills’ to uncover client issues and needs
• Manage cases assigned within prescribed service level expectations
• Work with cross functional team members for satisfactory solutions
• Proactively contact customers identified as 'at risk' for cancelling services
• Exercise discretion for credits and approvals
• Effectively utilize technology based CRM tool for lead follow-up
• Perform other duties and responsibilities as assigned

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