Job Description

COMPANY OVERVIEW

Since we launched Revive Collagen in August 2020, we've experienced remarkable growth, garnering hundreds of thousands of delighted customers. We offer a premium, market-leading ingestible collagen drink that aids in the restoration and enhancement of collagen from within, while supporting our customers through every stage of life.

To date, we've sold over 25 million doses of our product and now sell one box every 60 seconds. In 2021, we proudly announced our longstanding brand ambassador partnership with Amanda Holden. Currently, our products are available in over 10,000 stores globally, including renowned retailers such as Ulta Beauty, Walgreens, Harrods, Boots, Holland & Barrett, and Sephora, to name just a few. We have exceptionally ambitious plans to become the global leader in ingestible collagen.

Since launch, we've picked up no less than 24 industry awards. In 2022, we were recognised as the best new business in the country by Lloyds Banking Group. More recently, we were independently ranked as the 86th fastest-growing privately owned company in the UK.

If you're interested in becoming a part of one of the UK's fastest-growing brands and possess the drive and determination to help us achieve our goals, then this role is perfect for you.

THE ROLE

We're looking for an Outbound Win Back Specialist to join our team. This role is all about reconnecting with customers who have recently cancelled their subscription and encouraging them to reactivate. You will be the first point of contact in bringing customers back into the Revive Collagen community, making every conversation count by listening, understanding, and offering solutions that meet their needs.

You will make outbound calls to former customers, turning cancellations into opportunities to re-engage and re-establish loyalty. Success in this role comes from being persuasive yet empathetic, professional yet personable, and always representing our brand with energy and care.

This is a results-driven role that sits at the heart of our customer journey, working closely with the retention and customer success teams to ensure we are learning from customer feedback and continuously improving the experience we provide. This role includes a highly competitive performance-based bonus structure, rewarding you for achieving and exceeding the reactivation target.

RESPONSIBILITIES

Making 70-100 outbound calls a day to customers who have cancelled their subscription Listening with empathy to understand the reasons behind cancellations Presenting tailored solutions, offers or incentives that encourage reactivation Turning each conversation into a positive experience that reflects our brand values Recording outcomes accurately and providing feedback on customer insights and trends Collaborating with the retention and customer success teams to share learnings Working towards daily/weekly/monthly targets for reactivation and customer engagement Contributing ideas to improve processes and the overall win-back strategy

REQUIRED SKILLS & EXPERIENCE

Proven experience in outbound calling, telesales, or customer-facing roles Strong communication and interpersonal skills, with the ability to quickly build rapport Experience in using CRM platforms Resilient, motivated, and target-driven with a positive attitude Confident in handling objections and finding solutions that work for the customer Comfortable working with performance targets and KPIs Organised, detail-oriented, and able to manage call outcomes effectively Experience in subscription-based businesses, beauty, or wellness is an advantage A genuine interest in health, beauty, and customer experience

COMPENSATION & BENEFITS

Competitive salary plus performance-based bonus Flexible and remote working arrangements, with a requirement to be in our London HQ or Bristol office three days a week Dog-friendly office environment Private medical care after one year of service 1000 annual training and development grant Two paid wellness days each year Complimentary gym membership Ample potential for career development and training Fun and friendly team with regular social events in person Complimentary subscription to Revive Collagen Opportunity to be a part of one of the fastest-growing brands in the UK
Job Type: Permanent

Pay: 30,000.00-35,000.00 per year

Benefits:

Employee discount Health & wellbeing programme Private medical insurance
Work Location: Hybrid remote in Bristol BS1 4XP