Sales & Retention Specialist

ppbThis position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sales Retention Specialist based in Italy. /bAs a Sales Retention Specialist, you’ll own key stages of the customer journey for premium programs, from onboarding through retention and potential churn. You’ll combine customer advocacy, commercial judgement, sales expertise, and data-driven experimentation to protect revenue and improve customer outcomes. The role involves personally handling high-value and complex retention conversations while shaping the standards and processes used across the wider team. You’ll also manage external sales and appointment-setting partners, ensuring their performance meets clearly defined commercial targets. Using AI-assisted tools, you’ll streamline case analysis, reporting, and documentation so you can focus on high-impact conversations and decisions. You’ll work closely with Product, Marketing, Technology, Community, and Customer Experience teams to identify root causes and improve the customer journey. This is a high-ownership role for someone who wants to directly influence measurable retention, conversion, customer experience, and revenue outcomes. /ph3Accountabilities /h3ulliOwn the end-to-end retention process for premium programs, including retention rates and retained-value targets. /liliPersonally lead high-value and complex retention conversations while defining scripts, standards, and coaching approaches for other team members. /liliDevelop and refine retention offers based on customer needs, root causes, and performance data. /liliDesign and run structured quarterly retention experiments, clearly defining hypotheses, samples, results, and next actions. /liliIdentify friction in the refund journey and work with relevant teams to improve intake, routing, processes, and tooling. /liliLead win-back initiatives for churned customers and convert re-engagement opportunities into future revenue. /liliDefine onboarding standards and measurable expectations for what customers should accomplish, understand, and experience during their first one to two weeks. /liliEstablish early-warning signals to identify disengagement before customers reach the refund stage. /liliIdentify gaps between sales promises and customer delivery, providing evidence-based feedback to Product and Marketing. /liliHandle escalated customer cases through ticketing and email channels with empathy, sound judgement, and timely resolution. /liliManage relationships with external sales and appointment-setting agencies, covering sourcing, benchmarking, interviews, negotiations, contracts, and ongoing performance management. /liliDefine and monitor agency performance metrics, including connect rate, booked calls per hour, show rate, and close rate. /liliVerify agency-reported sales against internal systems and manage the reconciliation process before results reach Finance. /liliManage lead lists for external sales, including failed payments, abandoned checkouts, and churned customers, and monitor conversion performance. /liliSupport sales enablement through training content, objection handling, one-pagers, pricing clarity, and booking-flow quality assurance. /liliMaintain accurate retention data, including offers, refund reasons, call outcomes, and case statuses. /liliPresent retention, onboarding, and external sales performance to leadership with clear analysis and actionable recommendations. /liliTranslate recurring churn and customer feedback into specific issues for Product and Marketing, following through on whether improvements deliver results. /liliMaintain working documentation such as retention playbooks, call scripts, and transcript libraries. /li /ulh3Requirements /h3ulli5+ years of experience in retention, customer success, customer-facing sales, or a related commercial role, including at least 2 years owning a measurable commercial outcome. /liliDemonstrated success improving a retention, churn, conversion, or comparable business metric, supported by measurable results. /liliExperience managing agencies, contractors, vendors, or other external partners against defined performance standards. /liliExperience designing and running structured experiments rather than simply executing established processes. /liliStrong understanding of retention strategy, including churn drivers, save offers, win-back approaches, and customer lifetime value in a high-value or premium environment. /liliStrong commercial and sales skills, including funnel optimization, objection handling, conversion techniques, and understanding of customer decision-making. /liliStrong data fluency, with the ability to build and interrogate datasets, design valid tests, interpret results, and translate findings into action. /liliConfidence using tools such as Airtable and Google Sheets, along with CRM, ticketing, and scheduling platforms such as Zendesk. /liliComfortable using AI tools for transcription, case analysis, reporting, and workflow optimization. /liliStrong customer empathy, sound judgement, and integrity when handling sensitive customer situations. /liliExcellent communication and influencing skills, with the ability to motivate customers, colleagues, and external partners. /liliStrong ownership mentality, commercial discipline, and willingness to take responsibility for measurable outcomes. /liliA proactive, root-cause-oriented approach to problem solving, with a focus on closing the loop and validating whether changes worked. /liliAbility to remain calm and effective when customer and case volumes increase around launches or refund periods. /liliExperience with online learning platforms, premium programs, or international customer bases is advantageous. /liliA genuine interest in personal growth and development is valued; familiarity with personal-development content is a plus. /li /ulh3Benefits /h3ulliHigh-ownership role with direct influence over customer experience, retention, sales performance, and revenue. /liliOpportunity to work across retention, onboarding, customer experience, sales operations, and external partner management. /liliAI-assisted working environment designed to reduce administrative work and enable greater focus on high-value activities. /liliOpportunity to collaborate cross-functionally with Product, Marketing, Technology, Community, and Customer Experience teams. /liliExposure to an international customer base and premium digital learning programmes. /liliStrong opportunity for professional growth through ownership of measurable commercial outcomes. /liliInclusive and diverse working environment with equal opportunity for qualified candidates. /liliOpportunity to contribute to continuous experimentation and process improvement across the customer lifecycle. /li /ulpWe appreciate your interest and wish you the best! /p /p #J-18808-Ljbffr