Role Description The Manager, Customer Retention is responsible for developing and executing strategies that reduce churn, strengthen customer loyalty, and improve the overall customer experience. This role leads retention initiatives across the customer lifecycle, using data, insights, and cross-functional partnership to identify risk, address customer needs, and improve long-term value. The ideal candidate is a strategic and hands-on leader who can balance operational execution, performance analysis, and team development in a fast-paced environment. - Develop and execute customer retention strategies designed to reduce churn, improve customer satisfaction, and increase customer lifetime value. - Lead day-to-day retention operations, including proactive outreach, save efforts, win-back initiatives, and service recovery processes. - Analyze customer behavior, churn trends, and performance data to identify risks, opportunities, and actionable insights. - Partner with Customer Care, Marketing, Product, Sales, Analytics, and Operations teams to create and implement retention programs that align with business goals. - Establish and monitor key performance indicators such as churn rate, save rate, customer satisfaction, retention conversion, and revenue impact. - Coach, develop, and support retention team members to ensure high-quality customer interactions, strong performance, and continuous growth. - Review customer feedback, escalation trends, and operational challenges to identify process improvements and recommend solutions. - Support testing and optimization of retention offers, messaging, scripts, workflows, and communication strategies. - Prepare recurring reports, dashboards, and presentations for leadership that summarize retention performance, trends, risks, and opportunities. - Ensure compliance with company policies, customer care standards, and applicable regulatory requirements. Qualifications - Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent combination of education and experience. - 5+ years of experience in customer retention, customer care, sales, loyalty, or related customer-focused functions. - 2+ years of leadership or people management experience. - Experience using data and reporting to drive decision-making and improve business performance. - Strong understanding of customer lifecycle management, retention strategies, and churn mitigation practices. - Demonstrated ability to lead cross-functional initiatives and influence stakeholders at multiple levels. - Excellent communication, problem-solving, and organizational skills. - Proficiency with CRM systems, reporting tools, and Microsoft Office applications, including Excel and PowerPoint. Requirements - Experience in telecommunications, broadband, cable, subscription-based services, or a high-volume customer care environment. - Knowledge of retention campaign testing, segmentation, and customer engagement strategies. - Experience building performance dashboards and presenting results to leadership. - Familiarity with call center operations, customer escalations, and service recovery best practices. - Ability to manage multiple priorities and adapt quickly in a changing business environment. Success Measures - Reduction in voluntary and involuntary customer churn. - Improvement in save rate, retention conversion, and customer satisfaction metrics. - Increased effectiveness of retention programs, offers, and communication strategies. - Stronger team performance, quality results, and employee development. - Clear, accurate, and actionable reporting that supports leadership decision-making. Benefits - Competitive pay: $16.30 per hour - Health from Day One: Medical, dental, and vision plans start immediately - Protect What Matters: Life insurance for you and your loved ones - Recharge & Refresh: Generous paid time off for vacations, holidays, and personal days - Plan for Tomorrow: 401(k) with 100% company match (up to 5%) from day one - Extra Peace of Mind: Group legal plan and identity theft protection Additional Perks - Learn & Earn: Tuition reimbursement up to $5,250 in your first year - Give Back: Participate in community support programs across the U.S. - Celebrate Wins: Recognition and awards programs highlight your achievements - Grow Your Career: Clear advancement opportunities - Team Vibes: Collaborative work environment where ideas and teamwork thrive

Role Description Serves as the retail branch consumer and small business lending banker and subject-matter-expert within a traditional bank branch model. Consults with consumer and small business customers to identify, understand, and prioritize financial needs and to deepen relationships. Refers customers to internal and external partners for additional opportunities. Serves as the first line of defense in preventing fraud and mitigating risk. Leads by example and coaches bankers in sales activities and the consultative sales process including utilization of the Financial Needs Assessment. Works closely with and assists the branch Retail Market Manager (RMM) with managing branch functions and with ensuring overall branch success including branch profitability, sales, the customer experience, and team development. Provides ongoing coaching and development to team and is accountable for team success. Demonstrates passion for delighting customers by living the Customer Covenant every day. Qualifications - High school diploma or equivalent. - Four years of successful sales or customer service experience where defined goals and accountabilities were routinely met or exceeded and experienced/proficient in consumer loan processing; or three years of job specific experience in a Relationship Banker role and experienced/proficient in consumer loan processing. - Extensive knowledge of bank services and products. - Aptitude for consultative selling. - Ability to establish, maintain and deepen customer relationships. - Knowledge of state and federal banking compliance regulations. - Strong interpersonal and communication skills. - Strong customer service skills. - Strong listening skills and a positive communicator. - Proficiency using Microsoft Office software products. Requirements - Engages and consults with consumer and small business customers to identify, understand, and prioritize financial needs. - Champions the customer's financial success through positioning product solutions and engaging appropriate partners. - Assists the branch RMM with managing branch functions and with ensuring overall branch success including branch profitability, sales, and customer experience. - Works closely with RMM to train, coach and develop branch team members in areas such as sales management, customer service, and compliance with company policies. - Assists the branch RMM with developing and maintaining a quality, diversified loan portfolio, including various types of loan programs such as consumer, small business and real estate. - Pursues new business using sales management tools to proactively identify, retain and deepen current customer relationships and to identify and develop prospective clients or centers of influence. - Partners with branch RMM to prepare for sales calls to add value and strengthen personal relationships with customers. - Conducts outside calling to small business owners. - Collaborates with business partners such as private wealth, financial planning, commercial banking and other line-of-business segments to strategize and develop comprehensive banking relationships. - Works proactively and closely with bankers to maintain a consistent deposit and loan pipeline. - Develops referral sources to generate business. - Meets or exceeds individual performance sales, referral and activity goals while supporting the goals of the branch and company. - Establishes and maintains relationships with community based organizations in support of bank goals and programs. - Participates in daily kick-off and huddle activities, weekly sales meetings, and sales and training activities. - Champions products and shares specific product information and sales tips. - Performs proactive outreach to customers and prospects during sales campaigns and promotions. - Opens and services accounts. - Interviews consumer and small business loan applicants to identify loan opportunities and may process and close loans. - Follows established policies and procedures with minimal exceptions. - Ensures all operational tasks are completed and all exceptions are cleared in a timely manner. - Assists the branch RMM and Regional Operations Manager with ensuring operational integrity of the branch including monitoring team compliance with bank regulations, policies and procedures. - Assists branch RMM with protecting the assets of the branch through management of credit quality and minimization of losses. - Reads, comprehends and complies with all communications and directives in a timely manner. - Follows ethical practices in all activities related to the branch including operations, customer treatment and sales activities. - Effectively communicates with leadership and coworkers to promote a positive and collaborative team environment. - Adheres to Branch Operations Standards, policies and procedures and regulatory guidelines to protect against risk. - Maintains a high level of awareness to recognize and report suspected fraud. - Follows the business code of conduct including reporting known or suspected violations to the appropriate Company authority in a timely fashion. - Completes compliance and other assigned training on time. - Models Synovus' culture and values in everyday interactions with team members, customers and business partners. - Promotes a positive work culture by supporting and increasing team member engagement. - Completes all assigned and recommended training for the RMM role to include leadership and coaching classes. - Takes ownership of development plan and actively pursues opportunities to develop leadership skills. - Manages coaching, development and performance of team members. - Communicates key information to team members regarding changes to bank policies, procedures, products and services. - Demonstrates professionalism in appearance, punctuality, and behavior. - Maintains a clean, organized work area. - Manages the annual performance management and merit processes for direct and indirect reports. - Coaches and develops team members and builds a work environment where team members are engaged and feel a positive sense of achievement about their role in the company. - Works closely with Human Resources regarding employee relations, compensation, training, posting and filling vacant positions and other Human Resources related matters. - Each team member is expected to be aware of risk within their functional area. - Performs other related duties as required. Benefits - Synovus is an Equal Opportunity Employer committed to fostering an inclusive work environment.

Role Description We are looking for a Member Service Support Specialist who is passionate about delivering exceptional service to our members and potential members. In this role, you will create a personal, simple, and rewarding experience by responding to member inquiries—primarily through virtual platforms—and ensuring each interaction reflects our commitment to outstanding service. - Handle incoming calls, process financial transactions with accuracy, troubleshoot a wide range of member questions, and recommend credit union products and services that best meet member needs. - The ideal candidate is self-directed, organized, and consistently productive while working independently, ensuring members receive the same high-quality experience regardless of location. - This position is remote. However, we prefer candidates who can commute to a branch within the credit union network in a reasonable timeframe. Qualifications - High school diploma or equivalent required. - One to two years of post-high school education in a business-related field, or a combination of education and experience in retail, sales, or technology, preferably in a credit union or bank. - Strong verbal and written communication skills with the ability to explain information clearly, draft professional correspondence, and engage confidently with members across multiple channels. - Exceptional customer service skills demonstrated through active listening, empathy, patience, and maintaining a calm, positive demeanor during high-volume or challenging interactions. - Strong analytical and problem-solving abilities, with a focus on accuracy in processing transactions, verifying information, and thoroughly documenting member interactions. - Ability to stay self-directed, organized, and consistently productive in a remote work environment while meeting performance and quality standards. - Intermediate to advanced proficiency with Windows, Microsoft Office (Word, Excel, PowerPoint, Outlook), Adobe Acrobat, and database applications, with ability to learn modern technology quickly. Requirements - Schedule: Monday – Friday, 8:00 a.m.-5:30 p.m.; rotating Saturdays, 8:20 a.m.-12:00 p.m. - Full-time position. - Pay is hourly. - Starting pay range: $19/hr.-$22/hr., pay commensurate with experience. Benefits - Medical, dental and vision plan options. - Health Saving Account and Flexible Spending Account options. - 401(k) with competitive company match. - Paid time off, paid holidays, personal time, and paid volunteer time. - Development time and tuition reimbursement. - Company provided life insurance, short-term and long-term disability insurance. - Voluntary benefits including life, critical illness, accident, and hospital indemnity coverage. - Paid parental leave. - Discretionary, annual profit-sharing bonus. Company Description Cooperative Credit Union is an Equal Employment Opportunity employer. We are committed to an inclusive organizational environment that encourages the full participation of all members of our diverse workforce and enables everyone to maximize their talents, skills, and abilities to serve our members. - Members recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and skills. - We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. For questions or, if you need assistance completing the application process, please contact 1-800-296-8871 and ask for Human Resources.

Role Description Nous recherchons, pour notre agence partenaire Bote.agency, un Retention Lead en freelance — pour piloter un portefeuille de marques DTC et garantir leur performance de rétention et leur satisfaction. Tu es l'interlocuteur principal d'un portefeuille pouvant aller jusqu'à 8 marques. Tu es garant de leur performance de rétention et de leur satisfaction : - Tu pilotes la roadmap. - Tu coordonnes la production. - Tu tiens les deadlines. - Tu fais grandir chaque compte. Ce que tu fais au quotidien : - Porter la relation client de bout en bout : point de contact, cadrage, call mensuel de présentation, reporting performance, gestion des moments tendus. - Orchestrer la production en duo avec le Strategist et le Specialist. - Anticiper : structurer les temps forts en amont, arbitrer les priorités. - Lire la donnée de rétention : comprendre un dashboard de performance, formuler des hypothèses et les traduire en plan d'action. - Faire grandir tes comptes : identifier les upsells pertinents et les présenter. - Être le garant de la rétention de tes clients — c'est l'indicateur n°1. Qualifications - 4-5 ans minimum en gestion de compte / account management / gestion de portefeuille client. - Expérience en agence ou DTC e-commerce idéale mais pas obligatoire. - Rigueur opérationnelle irréprochable. - Capacité à lire et analyser des données. - Communication client structurée. - Accountability : face à un problème, tu dis « je gère ». - Français natif indispensable, anglais B2/C1 utile mais pas critique. Requirements - Une expérience en agence est appréciée. - Familiarité avec un CRM (Klaviyo, HubSpot, Salesforce…) est un plus. - Un anglais courant pour les clients anglophones est un plus. Benefits - Une mission freelance au long cours, ~5 jours/semaine, en facturation freelance. - 100% remote, flexibilité totale sur le lieu et le mode de travail. - Un package pensé pour récompenser l'ownership de bout en bout. - Une montée en compétence accompagnée : formation Klaviyo + process de production. - Un collectif d'experts freelance, organisation output-driven. Process de recrutement - Candidature : CV + questions de screening. - 1 vidéo en asynchrone pour répondre à quelques questions courtes. - Entretien découverte en visio (30 min). - Cas pratique et call avec un des fondateurs. - Closing et démarrage.