Customer Retention Manager

📋 What you will do

• Develop and execute customer retention strategies to reduce churn
• Lead day-to-day retention operations, proactive outreach, and win-back initiatives
• Analyze customer behavior, churn trends, and performance data
• Partner with Customer Care, Marketing, Product, Sales, and Analytics teams
• Monitor KPIs including churn rate, save rate, and customer satisfaction
• Coach and develop retention team members
• Review feedback and operational challenges to identify process improvements
• Support testing and optimization of retention offers, scripts, and workflows
• Prepare recurring reports and dashboards for leadership
• Ensure compliance with company policies and regulatory requirements

🛠 Stack and skills

✅ What we expect

• Bachelor’s degree in Business, Marketing, or a related field
• 5 years of experience in customer retention, care, or sales
• 2 years of leadership or people management experience
• Proven ability to use data to drive decision-making
• Strong understanding of customer lifecycle management and churn mitigation
• Demonstrated ability to lead cross-functional initiatives
• Experience in telecom, subscription services, or high-volume environments (preferred)