Retention Manager (Spanish speaking)

Agentify • Paragon Estates, CO

19h • Remote

About The Position

The Retention Manager will build and improve the customer journey in the Spanish-speaking market, from the first contact center call through repeat purchase. The role adapts scripts, sales standards, prices, and offers to customer segments and traffic sources; validates changes through experiments; and rolls out changes to the contact center when they improve approval rate, buyout rate, average order value, and customer LTV.

The position works with contact center, training, Affiliate, Brand Manager, and BI teams. It involves monitoring COD funnel and repeat-sales metrics, assessing call quality, optimizing sales scripts, designing tests, and using AI tools to analyze calls and data and prepare materials.

Requirements

• Native Ukrainian speaker.
• Spanish proficiency of B2+/C1 spoken and C1 written.
• At least 2 years of experience in e-commerce, COD, nutra, affiliate, or a sales contact center, in a role related to sales quality, CX, or funnel optimization from lead to buyout.
• Experience creating and optimizing sales scripts with measurable impact on approval rate, average order value, or buyout rate.
• Experience listening to calls, assessing sales quality, and giving structured feedback to operators or a training department.
• Experience designing or working with LTV funnels, including repeat sales, cross-sell, up-sell, or reactivation, with measurable results in Repeat Rate or CLV.
• Ability to analyze reports and large data sets using BI tools such as Tableau or similar.
• Ability to assess call quality and formulate specific recommendations.
• Ability to formulate hypotheses and build test plans with success criteria.
• Knowledge of COD funnel metrics, repeat sales, sales script structure, objection handling, customer journey mapping, CX metrics, A/B testing, audience segmentation, customer typology, post-sale communication, retention, cross-sell, and up-sell.

Nice To Haves

• Experience with the Spanish-speaking market (Spain or LATAM) and setting prices and special offers.
• Knowledge of SPIN and BANT sales methods.

Responsibilities

• Build and improve the customer journey in the Spanish-speaking market from the first contact center call through repeat purchase.
• Adapt sales scripts, standards, prices, and offers to customer segments and traffic sources.
• Validate changes through experiments and roll out those that improve approval rate, buyout rate, average order value, and customer LTV.
• Analyze reports and large data sets in BI tools, track COD funnel and repeat-sales metrics, and identify causes of deviations.
• Listen to calls, assess sales quality, and provide structured feedback to operators or the training department.
• Write, adapt, and optimize sales scripts for different segments and products.
• Design or work with LTV funnels, including repeat sales, cross-sell, up-sell, and reactivation.
• Form hypotheses and build test plans with success criteria.
• Collaborate with the contact center, training department, Affiliate, Brand Manager, and BI.
• Use AI tools to analyze calls and data and prepare materials.

Benefits

• Flexible start time between 8:00 and 11:00 Kyiv time (EET/EEST).
• 20 working days of paid vacation per year and paid sick leave.
• Additional days off on public holidays.
• Additional paid days off for a birthday, the birth of a child, a wedding, or the loss of a close relative.
• Full business travel compensation for transportation, accommodation, and per diem.
• Investment in professional development, including training, certifications, courses, and professional resources.
• Cafeteria-style benefits plan covering individual needs within a set budget, including sports, medical services, professional literature, coworking, and equipment repair.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed