Retention Management Specialist

In 2015, Companion Protect (CP) set our sights on extending and enhancing the lives of cats and dogs by offering the highest quality pet insurance programs featuring comprehensive coverage, innovative technologies, and inclusive plans for all ages and breeds. And we haven’t looked back since! 

Our vision today? Keeping pets healthy …. because pets make us happy!

Achieving that vision wouldn’t be possible without our greatest asset: our associates. At CP, you will join an enthusiastic team that values collaboration and innovation and has a strong belief in harnessing a variety of experiences, ideas, and technology to maximize the impact we make. Are you ready to make your impact to help pets? 

What you’ll do here:

The Retention Management Specialist will play a crucial role in identifying, analyzing, and mitigating customer churn. This role requires a strategic thinker with a strong analytical mindset and experience in customer retention strategies. The ideal candidate will work closely with cross-functional teams to develop and implement initiatives aimed at reducing churn and enhancing customer loyalty. 

• Analyze customer data to identify patterns and causes of churn. 

• Develop and maintain dashboards to monitor churn rates and retention metrics. 

• Provide regular reports and insights to senior management. 

• Design and implement data-driven retention strategies to reduce churn. 

• Collaborate with marketing, sales, and customer service teams to execute retention campaigns. 

• Test and refine different approaches to improve customer retention. 

• Develop and manage customer feedback programs to understand customer needs and pain points. 

• Implement proactive measures to address issues before they lead to churn. 

• Foster strong relationships with key customers to ensure satisfaction and loyalty. 

• Work with the product development team to identify and prioritize features that improve user experience and reduce churn. 

• Provide insights based on customer feedback and churn analysis to guide product enhancements. 

• Train and support customer service teams on best practices for customer retention. 

• Develop materials and programs to educate customers on the benefits and features of our digital payment solutions. 

What you’ll bring to the team:

• Bachelor’s degree in Business, Marketing, Data Analytics, or a related field. Master’s degree is a plus. 

• 3+ years of experience in customer retention, churn management, or a similar role, preferably within the digital payments or fintech industry. 

• Strong analytical skills with experience in data analysis and reporting tools (e.g., SQL, Excel, Tableau). 

• Excellent communication and interpersonal skills. 

• Proven ability to develop and execute effective retention strategies. 

• Experience with CRM software and customer engagement platforms. 

• Strong project management skills with the ability to handle multiple initiatives simultaneously. 

• Customer-focused mindset with a passion for improving customer experiences. 

Where you’ll work: This is a hybrid opportunity, Tuesday through Thursday in the office. 

Why you might love working here: 

Whether you work at CP HQ or join our team remotely, we offer employee perks that go beyond your standard benefits and compensation packages. 

Our leadership team is dedicated to transparency, growth, and our purpose. We hire associates whose personal core values align with ours: Commitment, Teamwork, and Resourcefulness. You’ll find limitless growth and opportunities as we grow together. We invest in our associates because they invest their careers with us. If you're ready to utilize your skills and passion to make a significant impact in the reimagining of pet healthcare, Companion Protect might be the place for you. 

Our perks and benefits: 

• Generously subsidized company-sponsored medical, dental, and vision insurance 

• 401K with company match and immediate vesting 

• Subsidized pet insurance 

• Casual Office Attire 

• Flexible working environment 

• Competitive PTO

• Paid Parental and Pawternity leave 

• 9 Paid company holidays per year 

• Gym reimbursement 

• Community giveback opportunities, including paid time off for philanthropic endeavors 

At Companion Protect, we celebrate, support, and thrive on inclusion, for the benefit of our associates, our partners, and our products. CP is committed to the principle of equal employment opportunity for all associates and to providing associates with a work environment free of discrimination and harassment. All employment decisions at Companion Protect are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics. 
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