Retention Specialist

3 weeks ago

Mississauga, Ontario, Canada OSL Retail Services Corporation Full time

It's an exciting time to be at OSL Retail Services, working for a people focused company that's at the top of its game. The momentum we've generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we're on the lookout for talented people who share our vision and values and want to join us in this journey. The Company:OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition. Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity. Our Vision is to be the premier sales organization in North America by 2025, enriching the lives of all people and the communities we live in. Our Values are, Belonging, Collaboration, Responsibility, Passion, Over Achievement, and Innovation. The Position: CONTRACT 18-monthsWe are currently seeking a Retention Specialist. The Retention Specialist is responsible to coordinate and or facilitate specific training programs to our E-Store and Retention group Contact Centre and Live Chat employees. The Retention Specialist encompasses many areas including orientation sessions, performance management, sales, customer service, industry specific knowledge, management and leadership development. Knowledge base management. Agent performance management. Call quality assurance. Agent testing. Agent training curriculum development and maintenance. Agent email ID and system access management. Volume forecasting and capacity planning. Headcount management. KPI data reporting and analysis. The Retention Specialist will manage sales metrics on an hourly basis. Liaise with other departments to gather information that may impact the CS and E-store for upcoming promotions. What you're responsible for:Training (30%)Plan and co-ordinate product training at call center and chat for CS and E-Store Maintain a training log for each session showing number of hours, attendees, date and any other relevant information CS and E-Store Contact Centre Operations & TrainingExecute new product launches and promotions for CS and E-Store Contact Centre Operations & Training Reviewing, modifying and sharing training/consultation guides with the contact centersCommunicate with product sales managers to get the product/promotion training materialsDeep dive on call drivers and escalate the top management Work collaboratively with the CS and E-Store Customer Experience Leader and Contact Centre Partners to assess employee skills and identify training needs or requirementsDevelop training materials such as blueprints, lessons plans, storyboards, facilitator and participant guides, PowerPoint presentations, job-aids, assessments and other pertinent documentsQuality Assurance (30%)CS, E-Store and retention group calibration calls with all vendorsWeekly calibration calls evaluate and share feedback regarding each agent's customer service delivery and call handling skills CS and E-StoreListen to poor QA calls based on customer feedback to identify agent areas of opportunities and request coaching. Check agent coaching effectiveness by following up in subsequent listening sessionsTrack intraday CSS/FCR/NPS performance and send results to staff and vendorsEdit the QA calibrations form as requiredCoordinate CS and E-store training and management for CS and E-Store training and contentOperations (40%)Perform mystery calls and chats for CS and E-Store operationsMonitor Store KPIs CAR, SL, ABNMonitor store KPI CSS/FCR/NPS/NSRMonitor E-Store Agents performance management adherence/attendance/call transfers/AHT/holdHosting ad hoc meetings with the vendors to discuss high priority initiativesAssist in preparing the monthly E-Store forecast for call/chat center vendor sites and ensure we have coverage for holidaysAssist Producing a monthly E-Store locked volume forecast for the vendor(s) 90 days with a 45-day lead timeAnalyzing E-Store historical call volume and producing a monthly locked forecast by line of business and language for the call center vendors; reducing cost by ensuring that the forecast is in line with contractual obligationsTo join our team:Bachelor's degree in business preferred3-5 Years Related ExperienceAbility to demonstrate excellent oral and written skillsStrong knowledge & experience in evaluation and management of eCommerce related contact Centre (chat, phone and email) KPIsExperiences in training large and small groups related to product and promotionProficient in working with Excel, Word, PowerPointExperience in managing Training KPIs Experience in eCommerce business analysis and market intelligence is an assetExceptional attention to detail and sense of urgencyHighly developed communication & interpersonal skills, able to build relationships and interact comfortably with a wide range of levels in the organization: from senior executives to support staff within and outside of the company.Self-motivated and able to work with limited supervision, and ability to meet all deadlinesStrong analytical, organizational and planning skillsAbility to develop great storylines for reportsWhat we offer:Competitive base salary $78-81K Training and development opportunities to grow your career with one of Canada's Best Managed CompaniesA supportive workplace culture and work environmentIf this sounds like you and you're excited to be a member of our team, pleaseapply now.We thank all interested applicants; however, only qualified candidates will be contacted. This position requires successful completion of a criminal background check.Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.

  • Retention Specialist

    2 weeks ago

    Mississauga, Ontario, Canada OSLRS Full time

    OverviewIt's an exciting time to be at OSL Retail Services, working for a people-focused company that's at the top of its game. The momentum we've generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us...

  • Customer Retention Specialist

    6 days ago

    Mississauga, Ontario, Canada GoFleet Full time

    Company Overview:GoFleet is a leader in fleet management, delivering advanced telematics solutions to minimize vehicle downtime. Our mission is to provide exceptional, tailor-made services using cutting-edge technology.About the Job:This is an exciting opportunity to join our team as a Business Growth Leader and drive customer satisfaction, retention, and...

  • Retention Marketing Growth Specialist

    6 days ago

    Mississauga, Ontario, Canada LUS Brands Full time

    About Us">At LUS Brands, we're passionate about building strong customer relationships through retention marketing. Our goal is to create experiences that inspire loyalty and drive measurable growth.We're seeking a skilled Retention Marketing Manager to join our team and contribute to our dynamic, growing brand. As the forefront of our retention marketing...

  • Brand Loyalty Specialist

    12 hours ago

    Mississauga, Ontario, Canada LUS Brands Full time

    **About Us**LUS Brands is a digitally native hair care company backed by prominent investors. We've shipped over 6 million bottles of innovative products and earned 50,000+ 5-star reviews since launching in 2017.Job SummaryWe're seeking a strategic Brand Loyalty Specialist to drive customer connections and retention through innovative marketing strategies....

  • Retention Marketing Manager

    3 days ago

    Mississauga, Ontario, Canada LUS Brands Remote Work Freelance Full time

    Role OverviewWe are seeking an experienced Email and SMS Campaign Specialist to lead our email and SMS marketing efforts and drive business growth. The successful candidate will be responsible for developing and executing email and SMS campaigns that engage and retain our customers.Key ResponsibilitiesDevelop and implement email and SMS marketing strategies...

  • Retail Field Marketing Specialist

    5 days ago

    Mississauga, Ontario, Canada Wild Fork Canada Full time

    Wild Fork Canada is a rapidly growing omnichannel retail business seeking a strong field marketer to drive traffic to our stores in the Greater Toronto Area (GTA). As a Retail Field Marketing Specialist, you will be responsible for leading grassroots marketing efforts to acquire new customers and retain existing ones.About the RoleIn this exciting role, you...

  • Marketing Specialist

    7 days ago

    Mississauga, Ontario, Canada Lus Brands Remote Work Freelance Full time

    Company Overview LUS Brands (Love Ur Self) is a profitable, digitally native hair care brand thats backed by Y Combinator, Sound Ventures, Comcast and other notable VCs and angel investors. Since launching in 2017, we have shipped over 6 million bottles of our innovative hair care products to consumers with curly hair worldwide and earned 50K+ 5-star...

  • Retention Marketing Specialist

    1 hour ago

    Mississauga, Ontario, Canada LUS Brands Full time

    About the PositionThis is a hands-on role that requires planning, executing, and optimizing email and SMS campaigns across current channels. You'll work closely with the team to deliver against performance targets and improve KPIs month over month.You'll be responsible for testing and expanding into new lifecycle touchpoints and channels, as well as...

  • Marketing Specialist

    3 weeks ago

    Mississauga, Ontario, Canada LUS Brands Remote Work Freelance Full time

    Company Overview LUS Brands ("Love Ur Self") is a Toronto-based DTC (direct-to-consumer) hair care brand that's backed by Y Combinator, Sound Ventures, Comcast and other notable VCs and angel investors. Since launching in 2017, we have shipped over 10 million bottles of our innovative hair care products to consumers with curly hair worldwide and earned...

  • Marketing Specialist

    4 weeks ago

    Mississauga, Ontario, Canada LUS Brands Remote Work Freelance Full time

    Company Overview LUS Brands ("Love Ur Self") is a Toronto-based DTC (direct-to-consumer) hair care brand that's backed by Y Combinator, Sound Ventures, Comcast and other notable VCs and angel investors. Since launching in 2017, we have shipped over 10 million bottles of our innovative hair care products to consumers with curly hair worldwide and earned...

  • Medical Imaging Solutions Specialist

    1 week ago

    Mississauga, Ontario, Canada Christie InnoMed Inc. Full time

    Christie Innomed Inc. is a leader in medical imaging and informatics, with over 250 specialists supporting more than 1,500 hospitals and clinics across Canada.We are seeking an experienced Clinical Application Specialist to support our Medical Imaging products and applications. The successful candidate will provide training and customer support to healthcare...

  • Email and SMS Campaign Specialist

    3 days ago

    Mississauga, Ontario, Canada LUS Brands Remote Work Freelance Full time

    About UsLUS Brands is a Toronto-based direct-to-consumer hair care brand that's revolutionizing the industry with its innovative products and commitment to self-love.Job SummaryWe're looking for a skilled Email and SMS Campaign Specialist to join our team and help us achieve our marketing goals. As a key member of our marketing department, you will be...

  • Luxury Beauty Specialist

    1 day ago

    Mississauga, Ontario, Canada Holt, Renfrew & Co. Full time

    At Holt Renfrew, we offer an inspiring environment that fosters growth and opportunities to learn. Our partnerships with iconic luxury brands create a dynamic atmosphere where you can thrive.The Specialist, Designated Beauty Advisor (DBA) develops long-lasting relationships with customers, leading to increased sales, service, and loyalty. This role is...

  • Email Marketing Specialist

    4 weeks ago

    Mississauga, Ontario, Canada LUS Brands Full time

    Company OverviewLUS Brands ("Love Ur Self") is a profitable, digitally native hair care brand that's backed by Y Combinator, Sound Ventures, Comcast and other notable VCs and angel investors. Since launching in 2017, we have shipped over 6 million bottles of our innovative hair care products to consumers with curly hair worldwide and earned 50K+ 5-star...

  • Clinical Application Specialist, Medical Imaging

    2 weeks ago

    Mississauga, Ontario, Canada Christie InnoMed Inc. Full time

    Clinical Application Specialist, Medical Imaginghome / Careers / Clinical Application Specialist, Medical ImagingServing medical imaging since 1954, Christie Innomed develops, distributes, integrates and supports innovative solutions and products that improve the performance of health institutions in Canada in medical imaging and health IT solutions.Christie...

  • Senior Specialist, CRM

    2 weeks ago

    Mississauga, Ontario, Canada SOTI Inc Full time

    time type Full timeposted on Posted 3 Days Agojob requisition id R08736SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.What We're Looking ForThis is a unique opportunity to join a world-class Marketing team in a Senior Specialist role. As...

  • Medical Imaging Solutions Specialist

    17 hours ago

    Mississauga, Ontario, Canada Christie InnoMed Inc. Full time

    Company OverviewChristie Innomed Inc. has been a leader in medical imaging and informatics for over 60 years, developing innovative solutions to improve healthcare performance in Canada.We have a team of over 250 specialists who support more than 1,500 hospitals and clinics across the country.Serving the medical imaging industry since 1954, we are dedicated...

  • Clinical Support and Training Expert

    5 days ago

    Mississauga, Ontario, Canada Christie InnoMed Inc. Full time

    Job OverviewThe Clinical Application Specialist will be responsible for providing post-sales installation training and customer retention activities within hospitals, clinics, and private offices across Canada. This role requires strong interpersonal and organizational skills to effectively train users on newly installed Medical Imaging equipment and related...

  • Email Marketing Specialist

    3 weeks ago

    Mississauga, Ontario, Canada LUS Brands Full time

    Company OverviewLUS Brands ("Love Ur Self") is a Toronto-based DTC (direct-to-consumer) hair care brand that's backed by Y Combinator, Sound Ventures, Comcast and other notable VCs and angel investors. Since launching in 2017, we have shipped over 10 million bottles of our innovative hair care products to consumers with curly hair worldwide and earned...

  • Email Marketing Specialist

    3 weeks ago

    Mississauga, Ontario, Canada LUS Brands Full time

    Company OverviewLUS Brands ("Love Ur Self") is a Toronto-based DTC (direct-to-consumer) hair care brand that's backed by Y Combinator, Sound Ventures, Comcast and other notable VCs and angel investors.Since launching in 2017, we have shipped over 10 million bottles of our innovative hair care products to consumers with curly hair worldwide and earned...