Customer Retention Associate

About the Role

At SUPR, getting someone to place their first order is only the beginning. This role focuses on building genuine relationships with existing customers, understanding their journey, solving problems, and ensuring they derive value from SUPR. This is not a traditional customer support role; you will engage directly with customers daily.

Key Responsibilities

• Personally engage with existing SUPR customers via calls.
• Understand customer goals, routines, preferences, and pain points.
• Guide customers on maximizing the value from their SUPR products.
• Proactively follow up at different stages of the customer journey.
• Identify and nurture customers likely to repurchase.
• Win back customers who have not repurchased.
• Understand and document reasons for customer drop-off.
• Collect genuine product feedback and recurring customer concerns.
• Build strong relationships with loyal customers.
• Collaborate with founders, CRM, and marketing teams to enhance retention.
• Contribute to creating WhatsApp, calling, and follow-up customer journeys.

Requirements & Tech Stack

• This section is not explicitly defined in the raw text.

Qualifications

• Genuine enjoyment in talking to people.
• Warm, empathetic, and confident communication style on calls.
• Ability to listen actively and understand customer needs beyond a script.
• Skill in building trust and guiding conversations towards solutions.
• Experience in customer success, retention, telesales, CRM, wellness, nutrition, D2C, or relationship management is a significant advantage.
• Proven ability to build relationships, not just close interactions.
• Understanding of key metrics such as repeat purchase rate, customer reactivation, call-to-repurchase conversion, customer feedback, and retention.
• Ability to influence product development through customer insights.