Client Retention and On-boarding of new jewelry designers

Customer Service Other - Customer Service Posted 2 years ago


Less than 30 hrs/week
More than 6 months

Intermediate Level

I am looking for a mix of experience and value


-- United States or Canada based person only.
-- Extensive experience with on-boarding processes OR/and a college degree
-- Ability to explain complex processes, benefits and actions needed in plain English.
-- NO airhead
-- Females preferred.
-- You will also be co-responsible in molding the best on-boarding and client retention process (as we move to a new re-booted website)
-- Payment is partially fixed, and partially flexible based on client retention by February 2015.

We are the world's 2nd largest fine jewelry and gems community. But we have had problems keeping members involved.

As we are expanding our activities, re-booting the website and adding editorial team members it's time to launch an extensive on-boarding process.

Many joined Farlang because they see the potential, yet they rake too few benefits from it themselves.

As an on-boarding manager you will start handholding the jewelry artists, introduce them to the many opportunities, guide them through processes and treat every current member as if they were newly joined members.

We offer many different jewelry activities and many artists do not always have the backgrounds to appreciate the complexity, the benefits and how to use our activities to the best of their ability. Most do not have a college degree, are artisans/craftspeople typically with an arts degree or just high-school diploma.

They are often juggling many jobs so they are oftentimes also time-strapped besides being comprehension-strapped.

As an on-boarding manager it is your task to make the transition/introduction/use of Farlang as smoothly as possible.

All on-boarding (or one could also say re-on-boarding) is done by phone and email. My guess is initially 10-20 hours/week.

You will be constantly evaluated by the amount of churn, negative feedback, and other queries we will do by the members. Your targets are to retain a mutually agreed number of members after a 6-month period.

Payment is therefore partially per hour, and partially upon meeting these targets. After all: if your on-boarding works, they will stay. If you failed, they will leave.

Client retention/on-boarding will be evaluated by 1) % of clients remained per March 1st 2015. and 2) customer surveys throughout the coming 6 months. We currently have 40 members that are relevant for 1) and we'll grow to an additional 100 or so participants for which 2) is relevant.

Check for example this source:

Please start with "on-boarding".

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About the Client

(4.68) 80 reviews

Zutphen 07:57 PM

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Member Since Apr 9, 2010