Retentions Manager

SUMMARY:
The Retention Manager will oversee the retention team, identify and resolve any issues that may be causing customers to leave, as well as finding ways to keep them happy in the future. You will work with a wide range of teams to plan and implement data-led strategies to reduce customer churn.

POSITION INFO:
Key Responsibilities: 

• Lead and manage the retention agent team, ensuring excellence in inbound and outbound retention calls and adherence to customer experience standards;
• Own and drive customer retention strategy by implementing proactive and reactive measures to reduce churn and improve customer satisfaction;
• Monitor and analyse customer cancellation patterns to identify root causes and recommend data-backed strategies to mitigate churn;
• Analyse data to determine which strategies are most effective in retaining customers over time;
• Design and implement cash collection strategies for customers who are at risk of cancellation due to billing or payment-related issues ;
• Create feedback loops to various departments and functions on customer pain points and highlighting potential improvement areas ;Develop coaching and training programs to help retention agents engage with customers more effectively .

• Minimum 5 years of experience in Customer Service, Retention, or Revenue Recovery roles, with at least 2 years in a leadership or management capacity.
• Hands-on experience in designing and implementing customer-saving tactics and win-back campaigns.
• Strong cash collection and negotiation skills, with the ability to manage customer objections and support agents in resolving payment-related barriers.
• Excellent communication and coaching abilities, with a knack for transforming challenging conversations into customer-centric, value-driven engagements.
• High emotional intelligence and empathy, especially when guiding teams to manage emotional or escalated interactions.
• Data-driven mindset, with the ability to analyse churn metrics, agent performance, and customer feedback to identify actionable insights.
• Sound understanding of retention toolkits and when to apply them adequately.
• Project and people management skills, including the ability to set targets, lead meetings, deliver training, and manage change.