Subscription Retention Specialist

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In more than 16 countries around the world, The Knot Worldwide’s leading family of brands—including The Knot, WeddingWire, Bodas, The Bash, The Bump, and more—help people take celebration planning from inspiration to action. When you join our global team, you’ll be a part of a diverse group of individuals passionate about serving and enabling our communities to celebrate the moments that make us.

ABOUT THE ROLE AND OUR TEAM:

As a Vendor Retention Specialist you’ll be responsible for vendor management. You will be given an account base which you will have regular contact with, build relationships with and minimise any risk of them leaving the platform by giving excellent customer service support and through demonstrating outstanding sales negotiation skills. Your key focus will be revenue, growth and retention rates each month as well as regular check-ins to discuss account set-up, expectation management, ‘operational health’ performance, needs analysis and return on investment. You will also be responsible for re-contracting clients who may have dropped from your portfolio in previous months; convincing them to re-join our services.

You’ll be working to tight turnaround times, using your communication skills, empathy and problem solving abilities to navigate requests from vendors across the country. You will spend a lot of time on the telephone building relationships, and will be an excellent communicator.

RESPONSIBILITIES:

• Serve as the primary point of contact for all of your assigned clients in our Tier 1 segments, working efficiently and in a fast-paced environment to handle and renew all of your accounts within the required timeframe.
• Achieve a monthly revenue target which is set based on the retention of your client portfolio.
• Ensure timely and successful delivery of TKWW solutions according to Vendor needs and objectives, including the management of contract renewals & cancellation requests.
• Track and report on all activity and results in our CRM, as well as ensure accurate customer account information.
• Achieve expansion & winback goals through educating customers on the value of our Hitched Pro program and services.
• Maintain ownership and accountability of a select number of priority accounts to achieve monthly ACV targets via expansion, winback, and cancellation mitigation.
• Ensure adherence to all prescribed call metrics, meeting targets, and outbound call/email campaigns.
• Remain 100% compliant with all data, record-keeping, and reporting requests.
• Other projects/duties as assigned.

SUCCESSFUL VENDOR RETENTION, SPECIALIST CANDIDATES HAVE:

• Ideally 1+ year in a revenue-responsible role
• Preferred experience working with targets or other individual metrics accountability environment
• Preferred experience working in subscriptions or managing high-volume of accounts.
• Ideally renewal/retention/cancellation experience in a B2B setting
• Comfortable with direct accountability for individual and team outcomes
• Proven influencing and problem-solving skills. Can get customers to “yes” in multiple situations using multiple tools
• Excellent written and verbal communication skills
• Customer service and relationship building skills, including the ability to de-escalate sensitive conversations with customers via phone and email
• Thrives in a high-pace and collaborative team environment
• Quantitative and analytical skills
• Comfortable with change, ambiguity, and decision-making with incomplete information
• Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound proactive outreach

BENEFITS:

• Hybrid working
• 25 days of holiday + bank holiday
• Pension Scheme
• Life insurance
• Medical expenses covered
• Access to a laptop and mobile phone as a work tool
• Birthday day off
• On demand mental health assistance
• Referral program

\”Please be informed that as part of the application process, and only if you achieve the final phase of the process, your personal data may be used for a pre-employment screening check as permitted by applicable law. The pre-employment screening will include verification with your former employers of skill proficiency, education, employment history, and other information (development as employee) that may be necessary for determining your qualifications and suitability for the open position at TKWW. You will be informed thoroughly about the entire screening process beforehand separately.\”