Manager, Customer Retention
Core
Develop and execute strategies to reduce churn, strengthen customer loyalty, and improve the overall customer experience across the customer lifecycle.
Role type
Manager, Customer Retention
Builds
Retention programs, outreach campaigns, and service recovery processes for subscription-based services.
Domain
Telecommunications / Broadband / Cable / Subscription Services
Required skills
Customer lifecycle management, churn mitigation, cross-functional partnership, performance analysis, team coaching, process improvement, CRM proficiency, reporting tool proficiency
Preferred skills
Retention campaign testing, segmentation, customer engagement strategies, call center operations, service recovery best practices, dashboard building
Responsibilities
Develop and execute retention strategies to reduce churn and increase lifetime value; Lead day-to-day retention operations including proactive outreach and win-back initiatives; Analyze customer behavior and churn trends to identify risks and opportunities; Partner with Marketing, Product, Sales, and Analytics to implement retention programs; Establish and monitor KPIs such as churn rate, save rate, and customer satisfaction; Coach and develop retention team members; Review feedback and escalation trends to recommend process improvements; Prepare reports and dashboards for leadership; Ensure compliance with company policies and regulatory requirements.
Seniority
Manager, people leadership
