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A revenue-minded Manager, Retention to evolve Vivrelle’s member retention efforts. This role is a senior individual contributor with clear ownership over churn reduction, save rate improvement, and win-back initiatives of our fantastic members.Â
Ideally, this is not a reactive support role;Â it is a metric-driven position focused on protecting revenue and improving member lifetime value through thoughtful intervention, data analysis, and cross-functional collaboration.
Retention & Saves Performance
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Own the cancellation and save workflow end-to-end
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Increase save rate through structured outreach and negotiation
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Continuously refine scripts, offers, and escalation protocols
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Track and report on churn and saves performance
Proactive Risk Intervention
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Identify at-risk members through behavioral and tenure-based signals
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Implement proactive outreach programs (30–45 day touchpoints, usage dips, payment friction, etc.)
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Test and optimize retention initiatives
Churn Analytics & Insight
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Expand and refine cancellation reason tracking
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Identify recurring friction points and escalate systemic issues
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Provide actionable recommendations to leadership
Cross-Functional Influence
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Partner with Billing, Logistics, Showroom, and Growth teams to address root causes of churn
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Advocate for improvements that elevate the member experience
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Increased save rate
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Reduced monthly churn
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Increased win-back conversion
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Improved retention across key member cohorts
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You have owned retention or churn metrics before — not just participated in them
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You are comfortable having direct, high-stakes conversations with members
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You are analytical and can identify trends beyond individual anecdotes
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You bring strong ownership and follow-through
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You are energized by improving numbers, not just helping people
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You understand that time kills deals and speed matters
- 3-5 years in retention, customer success, subscription, or revenue-focused roles
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Experience in a subscription or membership-based business
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Strong communication and persuasion skills
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Comfort working in a fast-paced startup environment
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Experience in fashion or luxury preferred
Vivrelle Perks & Benefits...
Opportunity to join an innovative brand reshaping luxury consumption
Medical, Dental and Vision Insurance
401k Program
Citi Bike Membership
Kindbody Membership
Peloton & Talk Space membership discounts
WFH flexibility (30 Days a year, use whenever!)
17+ days of PTO
Birthday PTO
Bi-Annual Performance Reviews & Compensation assessments
Access to our luxury closet, of course
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