Senior Manager Retention
About The Position
As a Senior Manager, Retention is responsible for defining, implementing, and leading the overall customer retention and protection strategy for the company’s B2C service portfolio. This role plays a key part in reducing churn, strengthening customer loyalty, and protecting business revenues by designing strategies based on customer segmentation, data analytics, and continuous improvement of customer experience. The position works cross-functionally with commercial, operational, and technology teams to ensure effective execution of retention initiatives, optimize processes related to customer interactions with at-risk customers, and enhance the overall customer experience.
Requirements
- Bachelor’s degree in business administration, Engineering, Economics, Marketing, or a related field.
- 5-6-9 years of experience in analytics, commercial strategy, or customer management are considered an advantage.
- Fully bilingual (Spanish and English)
- Proven experience leading customer retention, loyalty, or customer lifecycle management strategies in B2C environments.
- Experience working with data analytics, customer segmentation, and data-driven decision making.
- Experience collaborating cross-functionally with commercial, operational, and technology teams.
Nice To Haves
- Knowledge of customer analytics, segmentation, and contact center or customer service operations is considered a plus.
- Experience in telecommunications or Customer Care service industries is desirable.
Responsibilities
- Develop and lead the end-to-end retention and customer protection strategy for the company’s B2C customer base across the B2C service portfolio.
- Design and implement customer retention plans aimed at maximizing customer recovery, optimizing the use of commercial incentives while minimizing dependency on discounts.
- Develop and implement loyalty strategies and personalized offers to strengthen customer retention.
- Leverage data analytics to segment the customer base based on behavior, value, and churn risk.
- Identify key at-risk customer segments and define targeted protection and retention strategies.
- Continuously enhance customer segmentation models based on business performance, analytics insights, and operational feedback.
- Oversee and optimize operational processes associated with retention management.
- Analyze feedback from customers and operational teams to identify opportunities for improvement in commercial offers, processes, and customer experience.
- Oversee the use and continuous improvement of technology tools supporting retention and customer service teams.
- Define and monitor key performance indicators (KPIs) related to customer retention, revenue protection, and customer satisfaction.
- Continuously evaluate the effectiveness of implemented strategies and adjust initiatives based on performance results.
- Provide regular reporting and insights on retention performance to support strategic decision-making.
- Work closely with Marketing, Operations, Technology, Data & Analytics, and Commercial teams to ensure alignment and effective implementation of retention initiatives.
- Align retention processes and strategies with the organization’s commercial and customer experience objectives.
- Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
- Other functions may be assigned.
Benefits
- Assessment, background check and drug test will be required to be a successful candidate.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
