Retention Manager (Spanish speaking)

Role mission: build and improve the customer journey in the Spanish-speaking market, from the first contact center call to the repeat purchase. Adapt scripts, sales standards, prices and offers to customer segments and traffic sources, validate changes through experiments, and roll out to the contact center the ones that increase approval rate, buyout rate, average order value and customer LTV.

Remote / Full-time

Native Ukrainian speaker.

Spanish: B2+/C1 spoken (listening to calls, adapting scripts, understanding buyers’ cultural specifics), C1 written.

Requirements

• 2+ years 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 a 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 the training department.
• Experience designing or working with LTV funnels (repeat sales, cross-sell / up-sell, reactivation) with measurable results in Repeat Rate or CLV.
• Experience with the Spanish-speaking market (Spain or LATAM) and with setting prices and special offers is a plus.

Skills

• Analyzing reports and large data sets in BI tools (Tableau or similar): regularly tracking key COD funnel and repeat sales metrics (approval rate, buyout rate, average order value, Repeat Rate, LTV, NPS) and quickly identifying the causes of deviations (Root Cause Analysis).
• Assessing call quality when listening to calls and formulating specific recommendations.
• Writing, adapting and optimizing sales scripts for different segments and products.
• Formulating hypotheses and building test plans with success criteria.
• Cross-functional collaboration: contact center, training department, Affiliate, Brand Manager, BI.
• Using AI tools to analyze calls and data and to prepare materials.

Domain knowledge

• COD funnel metrics (approval rate, buyout rate, average order value, conversion, call length), repeat sales and how they relate to each other.
• Sales script structure, objection-handling techniques, SPIN / BANT.
• Customer Journey Mapping and CX metrics (NPS, CSAT, CLV, Repeat Rate, Churn).
• A/B testing methodology: hypothesis, test plan, success criteria, sufficient sample size.
• Target audience segmentation and ICP (demographics, behavior, needs, CLV).
• Customer typology (buyer psychotypes, behavior patterns in conversation) and sales and objection-handling strategies for each type.
• Post-sale communication logic, retention, cross-sell and up-sell.

What we offer

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

Hiring process

1. Pre-screening.
2. Recruiter interview.
3. Hiring Manager interview.
4. Language test.

We do not cooperate with or consider candidates from russia and belarus.