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
- Strong executive communication and storytelling ability
- Strategic thinker with hands-on execution mindset
- Team-oriented 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.