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VP – Customer Retention

Kennesaw, Georgia


As a Customer Service Representative, you will play a key role in the success of the store through: in-store sales, telephone sales, direct marketing, new customer growth and renewal payment processing in the store. Additionally, our Customer Service Representatives ensure showroom floors are well-maintained and provide a warm, friendly environment for our customers. Strong organizational and administrative skills are also critical as this position is responsible for maintaining customer files and processing customer transactions.

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Success Profile

What makes a successful Customer Service Representative at Aaron’s? Check out the top traits we’re looking for and see if you have the right mix.

  • Adaptable
  • Strong Initiative
  • Customer Oriented
  • Problem-Solver
  • Team Player
  • Quick-Thinker

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As a Customer Service Representative at Aaron’s, you will have access to a comprehensive benefits package that includes:

  • Compensation

    Incentive Programs • 401(k) Plan • Life Insurance • Disability Benefits • Associate Purchase Discounts

  • Personal Development

    Ongoing training and development

  • Time Off

    Paid time off includes vacation days, sick days and holidays

  • Healthcare

    Medical, dental & vision insurance

*Benefits vary based on Full- and Part-Time employment status

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VP – Customer Retention

Job ID RR0002F Date posted 08/19/2019

Aaron’s has a long legacy as an industry leader with continued growth. In business since 1955, we have grown to approximately 2,000 stores across North America and Canada built on a foundation of excellence, customer focus, quality products and services. Personally, and professionally, we hold ourselves to high standards and an unwavering commitment to do what’s right; treating every individual with respect, compassion and integrity. We are highly invested in the communities we serve through our community outreach programs, donating time, products and services locally and nationally.

As a potential Aaron’s Associate, you’ll share our purpose and passion for making a real difference in the lives of others and the rewards that come from creating strong personal connections for life. You’ll be a contributing team member in an environment that embraces challenge and has a strong drive to achieve. We like to set the bar high, roll up our sleeves and work together to out-perform the competition. You’ll have an opportunity to work in an environment which prides itself on recognizing and rewarding top performers.

Interested in becoming a VP – Customer Retention at Aaron’s? The VP - Customer Retention is responsible for helping our customer base maintain their “path to ownership”. This individual will collaborate with a cross-functional group of internal and external stakeholders to drive business outcomes and enhance customer value. This role will own several critical activities supporting the entire customer lease servicing lifecycle.

Duties and Responsibilities:

  • Provide leadership for our business transformation initiative around centralized customer account management
  • Act as the advocate for the customer within the organization; help advance a compelling customer experience that benefits the Aaron’s brand and business results
  • Ownership of the value streams around people and processes in our contact centers; establish a center of lease servicing excellence that delight our customers and make our associates proud
  • Lead the development of world class training, policies and procedures and staffing models that enable outstanding operational adherence, compliance and productivity in partnership with Learning and Development, Human Resources and Analytics/Workforce Planning
  • Act as a key partner in developing the technology and process roadmaps to support continuous performance and operational improvements in account/revenue management activities
  • Rely heavily on analytics and data insights to inform business strategies and growth
  • Heavily partner with multi-unit store leaders, e-commerce channel owners and other relevant stakeholders to ensure mutually beneficial outcomes
  • Influence the establishment of multi-channel contact strategies that optimize customer satisfaction with business results
  • Develop compelling and persuasive business cases, gain cross-functional alignment on resources and execute with a bias towards action.
  • Develop comprehensive monthly and quarterly business reviews for C-Suite executives that not only inform KPIs but also reiterate confidence in the renewals and retention departments
  • Act as a change agent that challenges the status-quo and continually drives the business model transformations forward

Required Education, Experience, and Certifications:

  • Bachelor’s Degree in Business Management or a related discipline. Master’s Degree preferred
  • Minimum 18 years related experience, including management experience with profit and loss responsibilities of $50M+
  • Ten+ years of contact center management experience, preferably in a multi-unit or financial services setting

Required Skills and Competencies:

  • Excellent strategic, analytical, and problem-solving skills with a proven track record of high performance in a fast-paced environment
  • Determined achiever focused on delivery and problem resolution, recognized as a natural influencer with an ability to find creative solutions to deliver business plan targets
  • Demonstrated experience in change leadership, with a proven history of creating world-class customer centric cultures.
  • Significant experience motivating and inspiring employees in large contact center environment
  • Proven ability to successfully manage teams with an emphasis on training, development and detailed metrics/measurement

At Aaron’s, you will have access to a comprehensive benefits package that includes:

Paid time off including vacation days, sick days and holidays

Ongoing training and development

Medical, dental & vision insurance

401(k) plan

Life insurance

Disability benefits

Employee Purchase Discounts

Aaron's is an Equal Opportunity Employer

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