Team Lead, Retention

Team Lead, Retention

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity, and courage of a small business owner. There's something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits, and individuals to succeed by giving them all the help and tools they need to grow online. We're energized by new challenges and new possibilities-and we're just getting started!

Retention Team Lead plays a critical role in leading a high-performing team of Retention Specialists dedicated to preserving customer relationships, reducing churn, and driving loyalty across Constant Contact's customer base. This leader will coach, motivate, and develop a team of approximately 12 agents to deliver exceptional customer experiences that align with Constant Contact's mission to empower small businesses to thrive.

You will be responsible for managing day-to-day operations, ensuring KPI achievement across save rate, invoice retention, AHT, and CX metrics while fostering a culture of accountability, engagement, and excellence.

What You'll Do :

• Lead, motivate, and develop a team of ~12 Retention Specialists through daily huddles, 1 : 1s, and side-by-side coaching sessions.
• Provide clear feedback and coaching on call quality, negotiation, empathy, and policy adherence to achieve optimal customer outcomes.
• Support by answering questions via slack chat, huddle, and / or Google meet
• Conduct performance management activities including goal-setting, documentation, and corrective action where needed.
• Foster a positive team culture that encourages learning, recognition, and collaboration.
• Manage adherence, attendance, and scheduling in partnership with WFM using IEX and Five9 systems.
• Monitor and analyze team performance daily using Salesforce dashboards, Five9 reports, and Verint QA insights.
• Drive continuous improvement initiatives that reduce AHT, improve FCR, and increase Save Rate and Invoice Retained %.
• Ensure all escalations and customer retention decisions align with company policies, pricing, and promotional strategies.
• Champion customer-first strategies to create meaningful, value-based conversations that reinforce loyalty.
• Partner with Enablement, QA, and Training to ensure agents have the tools, resources, and knowledge to succeed.
• Leverage call listening and data analytics to identify trends and create targeted coaching plans for skill development.
• Identify and recommend improvements to call flow, save offer usage, and internal knowledge resources to enhance efficiency.
• Collaborate cross-functionally with Billing, Tier 1, and Finance teams to ensure retention actions maintain compliance and profitability.
• Lead change management efforts tied to new processes, systems, and retention strategies.

Who You Are :

Why You'll Love Us :

At Constant Contact, we're all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.