Duration: 2 years (extension/conversion possible)Location: Toronto, ON (Hybrid – 3 days onsite)Hours: 37.5 hours/weekOverviewThis 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 ResponsibilitiesOwn and evolve the end-to-end customer retention strategyTranslate strategy into actionable initiatives, tools, and programsIdentify attrition drivers and implement data-driven retention solutionsDesign and manage retention operating model, governance, and execution frameworksPartner with cross-functional teams to deliver and scale retention initiativesConvert analytics and insights into frontline actions and engagement strategiesDevelop and embed retention playbooks and best practices across teamsMonitor performance metrics and continuously optimize outcomesMust-Have Skills & Experience8+ years of experience in strategy, retention,
or customer growth rolesProven experience reducing churn or improving customer retention outcomesStrong ability to operate across strategy and executionExperience working with data, analytics, and customer insightsAbility to influence cross-functional stakeholders without direct authorityNice-to-HaveExperience in financial services or customer-centric industriesBackground in consulting, growth strategy, or lifecycle managementAdvanced degree (MBA or similar)Soft SkillsStrong executive communication and storytelling abilityStrategic thinker with hands-on execution mindsetCollaborative and influence-driven leadership styleAdditional NotesHigh-impact role with enterprise-wide visibilityFocus on measurable business outcomes and continuous improvementPerformance tied to attrition reduction and engagement metricsNote: 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. #J-18808-Ljbffr