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Retention Associate Jobs in New York (NOW HIRING)

Lola Blankets

Customer Lifecycle Director

New York, NY · On-site

Manage the Sr. Retention Marketing Manager and future retention associates. * Drive cross-functional alignment with Brand, Product, Ecomm, CX, and Paid Media to ensure a unified customer ecosystem.

ShopMy

Associate, Client Strategy

New York, NY · Remote

The retention of our brands is at the forefront of ShopMy's focus, and will play a crucial role in our growth, scale and success. As a Client Strategy Associate, you'll work closely alongside Client ...

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Retention Associate information

What are common challenges faced by retention associates, and how can they be addressed?

Retention Associates often encounter the challenge of engaging customers who are considering leaving a service or subscription. Handling difficult conversations, understanding customer concerns, and tailoring retention strategies require strong communication and problem-solving skills. Building rapport quickly and demonstrating empathy are essential for success. Many companies provide ongoing training, mentorship, and data-driven tools to help Retention Associates overcome these challenges and achieve their targets.

What is a retention associate?

Retention Associates are professionals who focus on maintaining and improving customer loyalty for a company. Their main responsibilities include reaching out to existing customers, addressing their concerns, and offering solutions to prevent them from leaving the company. They often work in customer service or sales departments and use their communication skills to resolve issues and ensure customer satisfaction. Retention Associates play a vital role in reducing customer churn and supporting company growth.

What skills and qualifications are needed to be a retention associate?

To thrive as a Retention Associate, you need strong customer service skills, analytical abilities, and a background in sales or customer support, often supported by a relevant degree. Familiarity with CRM software, customer engagement tools, and data analysis platforms is typically required. Excellent communication, problem-solving, and emotional intelligence are vital soft skills for building rapport and addressing customer concerns. These skills are crucial for minimizing customer churn, enhancing satisfaction, and sustaining company growth.

What is the difference between Retention Associate vs Customer Service Representative?

AspectRetention AssociateCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; some roles may prefer customer service experienceHigh school diploma or equivalent; customer service experience often preferred
Work EnvironmentOffice setting, often in finance, telecom, or subscription servicesCall centers, retail, or office environments across various industries
Employer & Industry UsageCommon in subscription-based industries, telecom, financeWidely used across retail, telecom, healthcare, and service sectors
Common Search & Comparison IntentOften compared for roles focused on customer retention and loyaltyCompared for roles emphasizing customer support and issue resolution

While both roles involve interacting with customers, a Retention Associate primarily focuses on retaining customers through proactive engagement and loyalty strategies, whereas a Customer Service Representative handles general inquiries and resolves issues. Understanding these differences helps job seekers find roles aligned with their skills and career goals.

What does a retention associate do?

A retention associate is responsible for maintaining customer relationships and reducing churn by engaging with clients, addressing their concerns, and providing solutions to encourage continued business. They often use communication skills, customer data, and CRM tools to identify at-risk customers and implement retention strategies. The role typically requires strong interpersonal skills and knowledge of company products or services.
What are the most commonly searched types of Retention jobs in New York? The most popular types of Retention jobs in New York are:
What are popular job titles related to Retention Associate jobs in New York? For Retention Associate jobs in New York, the most frequently searched job titles are:
What job categories do people searching Retention Associate jobs in New York look for? The top searched job categories for Retention Associate jobs in New York are:
What cities in New York are hiring for Retention Associate jobs? Cities in New York with the most Retention Associate job openings:
Retention Associate jobs near you
Infographic showing various Retention Associate job openings in New York as of August 2026, with employment types broken down into 1% As Needed, 69% Full Time, 27% Part Time, 1% Temporary, and 2% Contract. Highlights an 97% Physical, 1% Hybrid, and 2% Remote job distribution.

Associate Director of Product, Retention

Wonder Group, Inc.

New York, NY • On-site

$193K - $203K/yr

Full-time

Medical, Dental, Vision, Retirement

Re-posted 8 days ago

Wonder rating

7.3

Company rating: 7.3 out of 10

Based on 24 frontline employees who took The Breakroom Quiz

5th of 88 rated restaurants

Job description

About Wonder
Everything's on the menu at Wonder. Except compromise.
Wonder is the mealtime platform built to feed every craving in one order. With Wonder, you can mix and match hundreds of dishes from 20+ exclusive restaurants in a single order, so everyone gets exactly what they're craving. Enjoy everything from tacos to Thai with $0 delivery fees, plus dine-in or pick up at a Wonder location near you. Each dish is made to order on-site by our culinary team and served hot.
Behind the scenes, Wonder owns and operates every step of the dining experience, from recipe development to the technology that powers our experience, allowing us to deliver quality, variety, and consistency at scale.
Join us as we work to make great food more accessible.
About the Opportunity
Wonder is looking for a customer-obsessed, analytically sharp Associate Director of Digital Product, Customer Retention to own the strategies and experiences that keep our diners coming back, meal after meal. This is a high-impact leadership role at the heart of Wonder's growth engine-sitting at the intersection of product, marketing, data, and operations.
You'll define and lead Wonder's retention product roadmap, spanning the full post-purchase customer journey (Order management, re-engagement, frequency, personalization, subscription (Wonder+), loyalty and rewards. You'll partner closely with other Product Managers, Engineering, Design, Marketing, Data Science, Customer Support, and CRM to build the systems and surfaces that turn first-time diners into Wonder regulars-and recover those who've drifted away.
If you love owning hard problems, thrive in fast-paced environments, and believe that great retention is the product-not just the marketing-this role is for you.
The Impact You Will Make
  • Own the end-to-end retention product strategy and roadmap for Wonder's returning customers across our platforms
  • Drive measurable improvements in repeat order rate, frequency, churn reduction, and LTV, using data and experimentation to identify and close gaps in the return-user journey
  • Partner cross-functionally with Marketing, Data Science, Engineering, and Design to align customer lifecycle strategy with product execution
  • Champion the voice of the customer internally, translating behavioral signals and qualitative research into product priorities that resonate at scale
  • Build Wonder+'s membership and experience across platforms, converting returning customers into paid Wonder+ members and ensuring the offer delivers value and incentivises retention.
  • Help define and evolve the Personalization and retention tech stack, including segmentation platforms, CDP and CRM integrations, notification systems, CMS, and personalization infrastructure
  • Communicate strategy, progress, and outcomes clearly to senior leadership, influencing roadmap investment and company-wide retention priorities

What You Bring to the Table
  • 8+ years of Product Management experience building customer-facing digital products
  • Demonstrated track record of driving measurable business outcomes through lifecycle product improvements and growth experimentation
  • Deep expertise in retention, loyalty, and lifecycle product work within high-growth consumer platforms-ideally marketplace, eCommerce, or food/delivery tech
  • Strong analytical foundation: Comfort and fluency diving into analytics, funnel analysis, and owning KPIs. Experience with A/B testing and experimentation analysis.
  • Technical fluency across martech/CRM ecosystems, segmentation platforms, notification systems, and personalization infrastructure
  • Excellent communicator who can bring clarity to complex problems, align cross-functional stakeholders, and influence decisions at the executive level
  • Low-ego, collaborative leadership style-you elevate the people around you and build strong, trust-based relationships across functions
  • A bias for action and comfort operating in ambiguity; you can move quickly without waiting for perfect information
  • Strong customer empathy-you think holistically about what drives (and breaks) the emotional connection between a diner and their food app of choice

Got These? Even Better
  • Experience managing other Product Managers or Project Managers
  • Experience with subscription or membership product management (trial conversion, renewal mechanics, perceived value)
  • Background in personalization or ML-driven recommendation systems applied to consumer retention
  • Experience at a high-growth startup or within a scaled consumer marketplace (food, retail, travel, or adjacent)

New York / New Jersey Base Salary: $193,500 - $203,000.
Wonder uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.
Benefits
We offer a competitive salary package including equity and 401K. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.
A Final Note
At Wonder, we build the best teams by hiring with an objective lens - evaluating people for their potential while championing diversity, equity, and inclusion. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. As part of our commitment to fair and compliant hiring practices, Wonder participates in the federal government's E-Verify program to confirm employment eligibility. If you need an accommodation during the interview process, please let your recruiter know.
We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy.

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