Onboarding & Retention Team Leader

The Knot Worldwide champions celebration, starting with our people. Our employees are dreamers, doers, and lifelong learners who power meaningful moments for millions. We value authentic connection, shared purpose, and a global community. Flexibility and belonging go hand in hand with high performance, and our core values emphasize empowered teams who collaborate with intention to design solutions, spark ideas, and drive impact.

Overview

The Onboarding & Retention Supervisor shapes the long-term success of our vendor community. This role owns the first year of the vendor lifecycle — from onboarding and activation, through early engagement, training, performance optimisation and retention. You will lead a small, high-impact team responsible for onboarding new vendors via outbound calls and appointments, setting up and optimising storefronts, delivering training, and ensuring vendors are fully equipped to succeed on the Hitched platform. You will also manage your own remit of vendors needing onboarding support. This role combines hands-on vendor engagement with people leadership, performance management and process ownership. Success will be measured by vendor activation quality, first-year retention, satisfaction scores and team output.

Responsibilities

• Personally conduct onboarding calls with new vendors, guiding them through their first experience on Hitched.
• Lead the setup and optimisation of vendor storefronts, ensuring accuracy and timely calls in accordance with our service level agreement.
• Deliver structured product and best-practice training to help vendors maximise visibility, enquiries and return on investment.
• Act as a trusted consultant to vendors, helping them understand how to succeed on the marketplace.
• Ensure a smooth, professional onboarding journey for every vendor.
• Own first-year vendor retention and satisfaction across the first year vendor base.
• Proactively identify early risk signals and implement engagement or recovery strategies.
• Build strong relationships with vendors to increase loyalty, advocacy and long-term value.
• Collaborate with New Business, Customer Service and Finance teams to ensure seamless lifecycle management.
• Supervise, coach and develop a team of Onboarding & Retention Executives.
• Set clear expectations around activity, quality, conversion, satisfaction and retention KPIs.
• Monitor performance through CRM, dashboards and call reviews.
• Deliver regular 1-2-1s, coaching sessions and performance feedback.
• Motivate the team through clear goals and recognition.

Team and People Leadership

Lead a small team with hands-on vendor engagement and operational ownership, including performance management and process improvements.

Qualifications

• Experience in onboarding, customer service, customer success or retention, ideally in a telesales or subscription-based environment.
• Proven ability to coach and supervise a small, performance-driven team.
• Strong communication, presentation and relationship-building skills.
• Customer-centric yet commercially minded approach.
• High attention to detail and process discipline.
• Strong organisational and prioritisation skills.
• Comfort with KPIs, CRM systems and performance reporting.
• Proactive, solutions-driven mindset with ownership mentality.

Work Model

This role is Together@TKWW-eligible. You’ll work in the office two days a week as part of a hybrid model.

What We Love About Us

We support holistic offerings to help you live our values day to day, including mental wellbeing, health, financial planning, flexible vacation, parental leave, and growth opportunities. We foster a culture of celebration and belonging, supporting moments that matter.

Together@TKWW describes our hybrid approach. For Together@TKWW-eligible roles, expect regular in-office time to foster collaboration; for roles not eligible for in-office expectations, we support connection through virtual collaboration. We have offices in Barcelona, Madrid, Galway, London, New York, and Washington, DC.