Retention Manager

Job Summary

The Customer Retention Manager leads a team of call center retention specialists focused on reducing customer churn, improving customer experience, and maximizing lifetime value across a recurring service base. This role owns retention performance, cancellation prevention strategies, and customer save programs, while leveraging data analytics and emerging AI tools to identify trends, predict churn, and drive continuous improvement.

Duties may include, but are not limited to, the following and must be carried out in a manner that consistently reflects and upholds the Rocket Core Values:

Team Leadership & Call Center Management

· Manage, coach, and develop a team of 4–5 retention/customer service representatives

· Establish clear performance expectations, KPIs, and call quality standards

· Monitor calls, provide real-time coaching, and conduct regular performance reviews

· Create staffing schedules and ensure adequate coverage during peak periods

· Foster a high-accountability, customer-focused team culture

Retention Strategy & Execution

· Own company-wide retention performance and reduction in customer churn

· Design and implement structured “save” programs for customers requesting cancellation

· Develop scripts, objection-handling frameworks, and call flows

· Identify trends in cancellation drivers (price, service quality, frequency, competition)

Customer Experience & Issue Resolution

· Oversee escalated customer complaints and service recovery efforts

· Ensure timely follow-up on at-risk customers

· Partner with Operations/Branch Managers to resolve recurring service issues

· Improve onboarding processes to reduce early-life churn

Data, Analytics & AI-Driven Insights

· Leverage a high level of analytical capability to interpret customer data and identify actionable insights

· Track, analyze, and report key performance metrics:

o Churn rate / cancellation rate

o Save rate

o Call conversion rates

o Customer satisfaction (CSAT/NPS)

· Utilize AI-powered tools (e.g., predictive churn models, call sentiment analysis, automation tools) to:

o Identify at-risk customers proactively

o Improve call center efficiency and scripting

o Enhance customer segmentation and targeting

· Build dashboards and present insights and recommendations to leadership

· Drive continuous improvement initiatives based on data findings

Cross-Functional Collaboration

· Provide data-backed recommendations to leadership on systemic issues affecting retention

· Partner with:

· Operations to address service delivery drivers of churn

· Sales to improve expectation-setting at the point of sale

· Marketing on win-back, retention, and lifecycle campaigns

Customer Win-Back & Loyalty Programs

· Develop and manage campaigns to re-engage lost customers

· Implement targeted outreach for high-value or at-risk accounts

· Identify upsell or cross-sell opportunities during retention interactions

Required:

· Education: High School diploma or equivalent.

· Experience:

o Minimum 3-5 years’ experience in customer retention, call center management, or customer success.

o Minimum 2 years prior supervisor or team lead experience to include coaching and performance management, scheduling or workforce coordination and managing attendance, productivity and quality.

o Experience in recurring service industries (pest control, lawn care, HVAC, home services) strongly preferred.

o Experience with or exposure to AI-enabled tools (e.g. call analytics, predictive modeling, automation platforms) preferred.

o Experience with CRM/service platforms (e.g. PestPac, ServiceTitan, Salesforce) preferred.

· Technical & System Skills: Working knowledge of Microsoft Word, Excel and Outlook. Call center technologies. Workforce management or scheduling tools.

· Analytical Skills: Strong problem-solving with the ability to translate complex data into actionable insights.

· Soft Skills: Excellent written and verbal communication; ability to work independently and collaboratively; strong relationship building skills; professional; results-oriented and team focused.

· Other Requirements:

o Reliable transportation.

o Successful completion of a criminal background check.

o Successful completion of pre-employment drug screening.

Reliability: Doing what we say we’ll do, with a commitment to quality, safety, timeliness, and continuous improvement.

Ownership: Embracing accountability and being proactive to ensure that our work is always handled with pride.

Customer Focus: Prioritizing customer satisfaction through effective communication and support.

Knowledge: Maximizing first-class tools, training, and experience to be the very best.

Excellence: Delivering the highest level of service through passion and commitment.

Teamwork: Developing strong relationships fortified in transparency, collaboration, and inclusion.

Preferred: N/A

Work is performed in a standard office setting with moderate noise levels. The role requires managing multiple projects and frequent interruptions to address the needs of employees, customers, and senior leadership.

This is a primarily sedentary role requiring regular use of hands for typing, communication, and computer work. Occasional lifting of up to 10 pounds may be required. Visual acuity is needed for data analysis, computer work, and reading.

Regular use of computers, monitors, keyboard, mouse, mobile devices, tablets, telephones, headsets, printers, scanners, presentation tools, and other electronic accessories.

Employee performance will be evaluated on a regular basis.