Duration: 2 years (extension/conversion possible)
Location: Toronto, ON (Hybrid – 3 days onsite)
Hours: 37.5 hours/week
Overview This role leads the development and execution of enterprise customer retention strategy, with accountability for reducing attrition and improving customer engagement. The position operates at the intersection of strategy and execution, partnering across analytics, marketing, product, and frontline teams to drive measurable outcomes.
Key Responsibilities Own and evolve the end-to-end customer retention strategy
Translate strategy into actionable initiatives, tools, and programs
Identify attrition drivers and implement data-driven retention solutions
Design and manage retention operating model, governance, and execution frameworks
Partner with cross-functional teams to deliver and scale retention initiatives
Convert analytics and insights into frontline actions and engagement strategies
Develop and embed retention playbooks and best practices across teams
Monitor performance metrics and continuously optimize outcomes
Must-Have Skills & Experience 8+ years of experience in strategy, retention, or customer growth roles
Proven experience reducing churn or improving customer retention outcomes
Strong ability to operate across strategy and execution
Experience working with data, analytics, and customer insights
Ability to influence cross-functional stakeholders without direct authority
Nice-to-Have Experience in financial services or customer-centric industries
Background in consulting, growth strategy, or lifecycle management
Advanced degree (MBA or similar)
Soft Skills Robust executive communication and storytelling ability
Strategic thinker with hands-on execution mindset
Collaborative and influence-driven leadership style
Additional Notes High-impact role with enterprise-wide visibility
Focus on measurable business outcomes and continuous improvement
Performance tied to attrition reduction and engagement metrics
Note: We use AI tools to: obtain basic information, detect plagiarism, false employment history or references, categorize your skills, and do an initial match with job posting.