Customer Relationship & Retention Specialist (US Market)

Job Title: Customer Relationship & Retention Specialist

Industry: Lab-Grown & Natural Diamond Jewelry

Location: Remote

Employment Type: Full-Time

Shift: EST (US Time Zone)

Experience: 5-8 Years (Mandatory)

Compensation: Up to 13LPA (Based on experience and expertise)

About Renaissance Jewel

Renaissance Jewel is a growing B2C e-commerce brand specializing in fine solid gold and lab-grown diamond jewellery, serving customers primarily across the USA and Canada. We are focused on delivering personalized, high-quality shopping experiences and building long-term customer relationships.

About the Role

We are looking for an experienced Customer Relationship & Retention Specialist to manage customer retention and relationship recovery for our US market.

This role is ideal for someone with experience in e-commerce, customer retention, customer success, client relationship management, or high-value B2C sales. You will handle cancellation and return requests, understand the underlying customer concerns, and create thoughtful solutions that protect both customer relationships and business revenue.

The ideal candidate is empathetic, persuasive, commercially aware, and highly skilled at handling sensitive customer conversations.

Key Responsibilities

• Manage cancellation, return, and retention conversations with US customers through calls, chat, email, and messaging.
• Understand customer concerns and identify the root cause behind cancellations or hesitation.
• Use strategic negotiation, alternative products, incentives, store credits, and value-added solutions to retain customers where appropriate.
• Handle high-value and sensitive customer situations with empathy and professionalism.
• Proactively identify potential churn risks and take action before a customer cancels.
• Manage complex post-purchase concerns and VIP customer exceptions.
• Maintain strong product knowledge to effectively communicate product value.
• Document customer interactions, retention efforts, and insights accurately in internal systems.
• Identify recurring customer concerns and share insights to help improve the overall e-commerce customer experience.

Requirements

• 5-8+ years of experience in e-commerce, customer retention, customer success, client relationship management, high-ticket sales, or a similar customer-facing role.
• Experience working with US customers or international consumers is highly preferred.
• Excellent spoken and written English communication skills.
• Strong emotional intelligence, empathy, negotiation, and persuasion skills.
• Ability to handle difficult conversations calmly and professionally.
• Strong understanding of customer retention and the e-commerce customer journey.
• Comfortable working in US/EST shift timings.
• Reliable internet connection, laptop, and a quiet workspace for remote work.

Preferred Experience

Experience in e-commerce, jewellery, luxury, fashion, beauty, lifestyle, or other high-value consumer industries will be an advantage.