Our partner is looking for a Sales & Retention Specialist based in Italy. As a Sales & Retention Specialist, you'll own key stages of the customer journey for premium programs, from onboarding through retention and potential churn. You'll combine customer advocacy, commercial judgement, sales expertise, and data-driven experimentation to protect revenue and improve customer outcomes. You'll also manage external sales and appointment-setting partners, ensuring their performance meets clearly defined commercial targets. Using AI-assisted tools, you'll streamline case analysis, reporting, and documentation so you can focus on high-impact conversations and decisions. You'll work closely with Product, Marketing, Technology, Community, and Customer Experience teams to identify root causes and improve the customer journey. This is a high-ownership role for someone who wants to directly influence measurable retention, conversion, customer experience, and revenue outcomes.
Accountabilities Own the end-to-end retention process for premium programs,



including retention rates and retained-value targets.
Personally lead high-value and complex retention conversations while defining scripts, standards, and coaching approaches for other team members.
Develop and refine retention offers based on customer needs, root causes, and performance data.
Design and run structured quarterly retention experiments, clearly defining hypotheses, samples, results, and next actions.
Identify friction in the refund journey and work with relevant teams to improve intake, routing, processes, and tooling.
Lead win-back initiatives for churned customers and convert re-engagement opportunities into future revenue.
Define onboarding standards and measurable expectations for what customers should accomplish, understand, and experience during their first one to two weeks.
Establish early-warning signals to identify disengagement before customers reach the refund stage.
Identify gaps between sales promises a

📌 Specialist Sales Administrator (Italia)
🏢 Altro
📍 Italia