<p>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.</p> <p>Ideally, this is not a reactive support role; it is a metric-driven position focused on protecting revenue and improving member lifetime value through thoughtful intervention, data analysis, and cross-functional collaboration.</p> <p>\n</p> <p>What You'll Do…</p> <p>Retention & Saves Performance</p> <ul> <li> <p>Own the cancellation and save workflow end-to-end</p> </li><li> <p>Increase save rate through structured outreach and negotiation</p> </li><li> <p>Continuously refine scripts, offers, and escalation protocols</p> </li><li> <p>Track and report on churn and saves performance</p> </li></ul> <p>Proactive Risk Intervention</p> <ul> <li> <p>Identify at-risk members through behavioral and tenure-based signals</p> </li><li> <p>Implement proactive outreach programs (30-45 day touchpoints, usage dips, payment friction, etc.)</p> </li><li> <p>Test and optimize retention initiatives</p> </li></ul> <p>Churn Analytics & Insight</p> <ul> <li> <p>Expand and refine cancellation reason tracking</p> </li><li> <p>Identify recurring friction points and escalate systemic issues</p> </li><li> <p>Provide actionable recommendations to leadership</p> </li></ul> <p>Cross-Functional Influence</p> <ul> <li> <p>Partner with Billing, Logistics, Showroom, and Growth teams to address root causes of churn</p> </li><li> <p>Advocate for improvements that elevate the member experience</p> </li></ul> <p>Success Looks Like…</p> <ul> <li> <p>Increased save rate</p> </li><li> <p>Reduced monthly churn</p> </li><li> <p>Increased win-back conversion</p> </li><li> <p>Improved retention across key member cohorts</p> </li></ul> <p>Our Non-Neogitables…</p> <ul> <li> <p>You have owned retention or churn metrics before - not just participated in them</p> </li><li> <p>You are comfortable having direct, high-stakes conversations with members</p> </li><li> <p>You are analytical and can identify trends beyond individual anecdotes</p> </li><li> <p>You bring strong ownership and follow-through</p> </li><li> <p>You are energized by improving numbers, not just helping people</p> </li><li> <p>You understand that time kills deals and speed matters</p> </li></ul> <p>Qualifications</p> <ul> <li> <p>3-5 years in retention, customer success, subscription, or revenue-focused roles</p> </li><li> <p>Experience in a subscription or membership-based business</p> </li><li> <p>Strong communication and persuasion skills</p> </li><li> <p>Comfort working in a fast-paced startup environment</p> </li><li> <p>Experience in fashion or luxury preferred</p> </li></ul> <p>\n</p> <p>$75,000 - $90,000 a year</p> <p>\n</p> <p>Vivrelle Perks & Benefits...</p> <p>Opportunity to join an innovative brand reshaping luxury consumption</p> <p>Medical, Dental and Vision Insurance</p> <p>401k Program</p> <p>Citi Bike Membership</p> <p>Kindbody Membership</p> <p>Peloton & Talk Space membership discounts</p> <p>WFH flexibility (30 Days a year, use whenever!)</p> <p>17+ days of PTO</p> <p>Birthday PTO</p> <p>Bi-Annual Performance Reviews & Compensation assessments</p> <p>Access to our luxury closet, of course</p>