We are looking for candidates with strong technical expertise to fill this role. Below are the details of the position:

Job Title: Manager, Customer Retention

Location: Downtown Toronto

Duration: 24 - Month Contract

Work Hours: Monday–Friday, 9:00 AM–5:00 PM

Job Summary

We are seeking an experienced Manager, Customer Retention to support the execution and continuous enhancement of customer retention strategies. This role is ideal for professionals with a strategy and execution background who have owned or managed product, customer strategy, or business initiatives, rather than candidates focused solely on marketing campaign execution.

The successful candidate will partner with cross-functional teams—including Analytics, Product, Marketing, Technology, and Operations—to develop and execute retention initiatives that improve customer engagement, reduce attrition, and deliver measurable business results. This position requires a robust combination of strategic thinking, project management, stakeholder engagement, and analytical skills.

Key Responsibilities

Customer Retention Strategy & Program Execution

- Execute customer retention initiatives aligned with business strategy.
- Deliver retention-focused programs, campaigns, and process improvements.
- Develop and manage program roadmaps, timelines, and cross-functional deliverables.
- Partner with analytics teams to identify at-risk customers and develop proactive engagement strategies.

Customer Insights & Performance Optimization

- Analyze customer behavior, retention performance, engagement metrics, and attrition trends.
- Translate data-driven insights into actionable recommendations.
- Monitor retention program effectiveness and identify optimization opportunities.
- Support continuous improvement initiatives using customer performance data.

Frontline Enablement

- Maintain and enhance retention playbooks, tools, collateral, and training materials.




- Partner with business leaders to drive adoption of retention best practices.
- Support change management initiatives related to new processes, tools, and customer programs.

Cross-Functional Collaboration

- Collaborate with Product, Marketing, Analytics, Technology, and Operations teams.
- Coordinate project execution across multiple stakeholders.
- Facilitate meetings, provide project updates, and resolve delivery challenges.
- Prepare reporting, business insights, and governance presentations.

Best Practice Development

- Identify successful customer retention practices across teams and markets.
- Share and scale proven approaches to improve customer engagement and loyalty.

Required Technical Skills

- Customer Retention Strategy
- Customer Lifecycle Management
- Customer Engagement Programs
- Customer Experience (CX)
- Project Management
- Cross-functional Stakeholder Management
- Customer Analytics
- Retention Reporting
- Customer Segmentation
- Data Analysis
- Business Strategy Execution
- Change Management
- Excel
- PowerPoint
- Performance Metrics & KPI Reporting

Preferred Skills

- Financial Services
- Banking
- FinTech
- Product Management or Product Ownership experience
- Customer Growth Strategy
- Business Consulting
- Matrix Organization experience
- Customer Journey Optimization

Nice to Have

- Master's Degree
- Experience scaling enterprise customer retention programs
- Experience working with frontline sales or service organizations

Soft Skills





- Excellent communication and presentation skills
- Strategic thinking
- Strong analytical mindset
- Relationship building
- Influencing without authority
- Problem solving
- Collaboration
- Organizational skills
- Detail oriented
- Ability to manage multiple priorities
- Adaptability

Qualifications

- Bachelor's degree required (Master's preferred).
- 5+ years of experience in Customer Retention, Customer Strategy, Customer Experience, Consulting, Product Strategy, or related fields.
- Experience managing complex, cross-functional initiatives.
- Strong analytical and business problem-solving skills.
- Experience translating customer insights into business actions.
- Excellent stakeholder management and communication abilities.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status

Dexian | Unlock trajectory changing opportunities

Unlock business potential with Dexian's comprehensive solutions. Discover staffing, talent development, and valuable resources. Explore now!

📌 Customer Retention Manager (Toronto)
🏢 Dexian
📍 Toronto