What are the responsibilities and job description for the Manager, Customer Retention Sales position at Medical Air Services Association, Inc?
Description
This is a full-time, on-site position based in Fort Lauderdale, FL
Annual Compensation: The salary range for the role is $75,000 - $85,000 per year, plus commissions and bonuses.
Are you ready to lead and grow a high-performance retention team that plays a pivotal role in driving our company’s success?
MASA is seeking a Manager of Customer Retention Sales with strong experience leading retention sales teams.
As we continue our rapid expansion, you’ll be instrumental in delivering consistent, high-quality results for our customers.
ABOUT US
MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2 million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com
WHAT YOU’LL DO
Reporting directly to our Senior Director of Business & Sales Operations, you’ll manage a team of 15 agents. Your responsibilities will include:
Team Leadership:
- Manage and develop a retention team, focusing on achieving retention and team performance goals.
- Implement and refine processes to improve team efficiency and overall performance.
Strategic Planning & Execution:
- Support the execution of retention strategies and initiatives to improve customer retention rates.
- Identify and suggest process improvements and efficiency opportunities to enhance team productivity.
Coaching & Performance Management:
- Monitor performance metrics to ensure team members meet retention goals and maintain high-quality work.
- Provide coaching and feedback to help team members improve skills and productivity.
- Conduct call reviews to ensure compliance with retention best practices and quality standards.
Operations Management:
- Support workforce planning efforts to optimize team staffing and availability.
- Assist in onboarding and ongoing training programs to ensure new hires and existing team members are well-prepared to perform their roles.
- Promote employee engagement and career development to enhance team satisfaction and reduce turnover.
Data-Driven Insights:
- Use data and analytics to track team performance and recommend process improvements.
- Prepare regular retention performance reports for senior leadership.
- Contribute to workforce planning and budgeting efforts to ensure alignment with team goals.
WHAT YOU BRING
- 5 years of experience in sales and customer retention with 2 years in management.
- Proven ability to lead and coach teams in a high-performance, metrics-driven environment.
- Strong track record of driving revenue growth and improving retention rates.
- Experience with workforce management strategies, including staffing, recruitment, and onboarding.
- A data-driven mindset with experience in sales reporting, performance metrics, and process optimization.
- Excellent interpersonal and communication skills, with the ability to collaborate across departments and influence stakeholders.
- Experience with technology solutions and automation to drive efficiency in retention or sales processes.
- A focus on employee engagement and development, fostering a positive team culture.
- A bachelor’s degree in business or a related field is preferred.
WHAT WE WILL PROVIDE YOU
- Competitive base salary, bonuses, commission overrides, and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership.
- A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t."
- An opportunity to unleash your expertise and create a lasting impact on our journey of growth and success!
#LI-RH1 #LI-ONSITE #cypress
Salary : $75,000 - $85,000
