STIIIZY Customer Retention Specialist - Stiiizy : Job Details

At STIIIZY, were passionate about delivering exceptional customer experiences that build long-term loyalty and brand advocacy. We're growing quickly and looking for a Customer Retention Specialist whos equally passionate about keeping our customers engaged, supported, and coming back.

As a Customer Retention Specialist, you will play a crucial role in reducing churn, enhancing customer satisfaction, and increasing customerlifetime value. You'll work cross-functionally with marketing, sales, and customer support teams to identify customer pain points and implement solutions that keep customers happy and loyal.

Key Responsibilities:

• Develop and execute strategies to improve customer retention and re-engagement
• Analyze customer behavior, trends, and feedback to identify churn risks and retention opportunities
• Manage loyalty programs, retention campaigns, win-back emails, and satisfaction surveys
• Provide proactive outreach to at-risk customers to resolve issues and restore confidence
• Collaborate with marketing to design offers and content that drive repeat purchases or renewals
• Track KPIs such as churn rate, customer satisfaction (CSAT), Net Promoter Score (NPS), and LTV
• Maintain CRM records with notes and follow-up plans
• Serve as a voice of the customer to help improve product, service, or experience
• Performs work under direct supervision.
• Handles basic issues and problems and refers more complex issues to higher-level staff.
• Diligent, Punctual and Ready to work!
• Perform other duties as needed in support of business objectives assigned by the supervisor.?

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to modification to accommodate individuals with disabilities.

Technical Skills & Abilities:

• Excellent written and verbal communication skills
• Strong problem-solving and relationship-building abilities
• A customer-first mindset with a sense of urgency and empathy
• Ability to manage multiple tasks while maintaining attention to detail
• Knowledge of customer segmentation and lifecycle marketing
• Proficiency in tools like Klaviyo, Zendesk, or Gorgias is a plus

Education & Experience:

• 2+ years in customer success, retention marketing, or related roles
• Experience using CRM tools (e.g. HubSpot, Salesforce) and analytics platforms
• Experience in e-commerce, subscription services, SaaS, or retail

Requirements:

• Must be at least 21 years of age.
• Must be able to push, pull, move, and/or lift a minimum of 25 lbs. to a minimum height of 5 feet and able to push, pull, move, and/or carry such weight a minimum distance of 50 feet.
• Prolonged periods of standing, sitting at a desk, and working on a computer
• Must be able to access and navigate each department at the organization's facilities.
• Ability to get in and out of the vehicle and walk up and down stairs during your shift.
• Must be able to stand, sit for prolonged periods of time, bend, kneel, squat, and twist.
• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Company:

Are you interested in working for the world's largest cannabis market with a footprint that covers the entire breadth of the state of California? Are you someone who wants to be part of the growth of a fast-growing industry? At STIIIZY, our mission is clear: to provide the ultimate one stop shop cannabis experience by offering exceptional customer service and diversified products. We strive to build long-term customer loyalty. We are building a consumer-centric organization that is focused on sharing the transformational potential of cannabis with the world.

Our STIIIZY product line is one of the best-selling cannabis brands in the market today and has claimed the title of the best-selling vape brand across all BDSA-tracked markets and best-selling brand overall in the California market! We are proudly rooted in California and growing nationwide, with plans to expand into new markets. Additionally, were building distribution networks to reach over 60 countries, fueling our continued global growth!

We recognize that our employees are at the center of our success, and we take pride in a corporate culture that emphasizes our core values: Influence, Inspire, Innovate, Win, & Grow!

Our employees come from a wide range of retail backgrounds, each bringing their own unique skills and talents to the table as we work together to continue our incredible growth.? If you are interested in partaking in the journey of building a nationally recognized and leading brand, we want to hear from you!

Benefits & Compensation:

Additional details about compensation and benefits eligibility for this role will be provided during the hiring process. All employees are provided competitive compensation and paid training. We offer a range of benefits packages based on employee eligibility, including:

• Paid Vacation Time, Paid Sick Leave, Paid Holidays, Parental Leave.
• Health, Dental, and Vision Insurance.
• Employee Assistance Program.
• 401k with generous employer match.
• Life Insurance.
• Employee discounts on products and services.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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