Retention Strategy Manager

Occupation: General/Other: Sales/Business Development Position Purpose:The Manager of Retention Strategy, working with the Sr. Director of Retention, is accountable for the retention (sales) results for the Affinion Membership & Insurance contact center enterprise (including outsource vendors).  Individual will be responsible for improving retention results through recommended changes through improved sales training, tools and script improvements, center incentives, and bonus plans.  This position will work with the Sr. Director and MRM team to drive performance improvements.  Responsibilities: Understand and improve key metric performance, including establishing and achieving goals and performance targets.  Key Metrics for this position are defined as Retention Metrics: Save Rates, Stick Rates, Tool Usage & Quality Monitoring Scores Improve sales performance and retention results through: Retention tool testing and improvement of scripts Working closely with management teams and agents in all centers to identify and implement improvements to increase performance Motivating management teams and agents through incentive and recognition programs Assist in development of and training on effective sales training. Work closely with the Training Department to develop recurrent training materials and conduct remedial agent training. Identify and implement policies, procedures, and incentives to improve retention. Identify and implement tool and scripts test and accurately measure results relative to financial hurdle models. Monitor and review retention tool usage. Support implementation of new client programs (i.e. WatchGuard) or make changes to existing programs (i.e. Downsell).  Other duties as assigned. Required Qualifications: Strong sales skills and the ability to motivate others Results oriented and driven Highly organized with the ability to prioritize in a rapidly changing environment Superior verbal, written, and presentation skills Highly motivated to succeed, with a demonstrated aggressive, professional business style Ability to motivate a large-scale agent population Strong and versatile leadership skills Proficient in the Microsoft Suite of products with special emphasis on Excel, Word & PowerPoint. Bachelor’s degree or equivalent education/ experience required Five or more years in a service industry with a focus on sales (preferably retention). Previous management experience (5 year minimum) Ability to travel 20-30% of the time.