Shopper Engagement And Retention Manager

Shipt Birmingham , AL 35202

Posted 2 months ago

At Shipt, we are transforming the shopping experience and giving time back to consumers. Shipt Shoppers handpick everything from fresh groceries to household essentials, then deliver them to your door in as little as one hour.

Shipt is growing and we are searching for an Operations professional to join us as the team as our Shopper engagement and Retention manager. This position will offer the right candidate the opportunity to lead initiatives supporting our shoppers and their shopper journey. This role reports to the Director of Shopper Experience. A successful candidate will be an excellent communicator, demonstrate a strong data analytics background, bring an innovative mindset to the table, and be willing to try new things.

  • Conceptualize and determine strategy and priorities for Activation/Engagement/Retention Team efforts and see those strategic initiatives through to completion

  • Define and implement work-flow processes for the Activation/Engagement/Retention Team and create supporting documentation and training

  • Lead the team through the identification of trends in shopper feedback and behavior to drive business decisions around Shopper Education, Shopper App improvements, and Shopper retention; establish action items based on these trends and feedback

  • Incentivize shoppers to keep shopping through various techniques, including shop challenges, coaching, and other incentive offers

  • Analyze hiring question effectiveness and strategically implement an application process that brings the right person onto our platform.

  • Develop a retention program aimed at the continuous activation of shoppers in all different stages of the shopper lifecycle.

  • Work cross-functionally with other teams in Operations, Product, and Communications to achieve aggressive goals in improving targeted shopper KPIs including shopper churn and shopper velocity

  • Use feedback from shopper surveys and focus groups to continually update the hiring process to ensure effective and efficient hiring practices are put into place.

  • Continuously look for ways for your team to automate Shopper Activation efforts with the aim of reaching more Shoppers - and getting more shoppers beyond 25 shops.

  • Leverage activation and shopper cohort data to re-imagine the hiring practices Shipt uses to attain a primed applicant ready to deliver on the Shipt promise.


  • Bachelor's degree in Business Administration or Communications strongly preferred

  • Experience leading a team towards specified goals and initiatives.

  • Demonstrated ability to maintain the highest quality standards in a customer service role while balancing multiple priorities

  • Proven track record of being an A+ communicator with excellent grammar skills, a strong customer service mentality, and a positive attitude!

  • Prior Shipt experience preferred

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Shopper Engagement And Retention Manager