Customer Retention Manager

We’re not just another retailer—we’re definitely the most fun retailer. Whether our customers are shopping in-store or clicking through our e-commerce site, we’re all about delivering a customer experience that keeps them coming back for more. We’re on the lookout for someone who’s ready to dive into the data, make meaningful connections, and keep our customers happy and engaged!

Why You’ll Love This Job:
Does the idea of leading a team and steering them toward success get your heart racing? Do you have a knack for turning data into golden insights? If so, you might just be the Customer Retention Manager we’re looking for. You’ll be at the forefront of our customer service team, working both with our awesome in-house team and an external customer service crew. Together, you’ll ensure our customers’ needs are met, their expectations are exceeded, and their loyalty is secured!

What You’ll Be Doing:

• Captain of the Customer Ship: Lead our internal Customer Service team while also managing an external customer service function. Your goal? Steer them all in a performance-driven direction that’s as smooth as our checkout process.
• Data Dynamo: Plan and execute data-driven strategies to reduce churn. You’ll discover customer-first initiatives that keep our shoppers smiling and coming back for more.
• Metrics Master: Set, pursue, and monitor key metrics that align with our customer goals. If there’s a customer service KPI out there, you know it inside and out!
• Automation Ace: Drive the use of automation and AI to create seamless, automated processes that solve customer pain points before they even know they have them.
• Customer Journey Jedi: Together with our Digital Customer Experience department, you will research customer behavior, create predictive models of the customer journey, and execute these plans with your team and stakeholders. You’ll basically know our customers better than they know themselves!
• Innovation Enthusiast: Constantly look for ways to expand and improve our methods and your area of responsibility. Stagnation? Not in your vocabulary.

What You Bring to the Table:

• Experience: You’ve got at least 3 years of experience in Customer Service Management and a track record that shows it.
• Tech Savvy: Experience with Fresh Customer Service Suite and Shopify? That’s a big plus!
• Process Pro: You’ve got experience in improving processes and know how to streamline operations like a pro.
• Automation Whiz: You’re curious to work with automation and AI tools to enhance customer service, and you’re ready to explore it.
• Remote Management: You’ve managed an off-site team before, and you know how to keep them connected and motivated.
• Analytical Mindset: Numbers, data, and trends are your best friends. You’re as comfortable with spreadsheets as you are with customer conversations.

Ready to take the lead and help us keep our customers coming back for more? We’d love to hear from you! Apply today and let’s make customer retention the best it can be.

Did you know
We take climate change very seriously and work very hard to minimize our carbon footprint. We do this by buying less plastic and more renewable materials (everything that grows) – and we also want to make sure that all stores are run on renewable energy. We walk the talk – and make sure that what we do is validated by external experts, in the Science Based Targets initiative. You can read more about our work with climate action here https://flyingtiger.com/pages/sustainability-eco-friendly