Role purpose:
Lead the retention and loyalty strategy to maximize Customer Lifetime Value (CLV), reduce churn and strengthen long-term customer engagement across the installed base.
The role is responsible for defining and executing proactive retention initiatives, loyalty programs and value-enhancing actions through a customer-centric and data-driven approach, ensuring sustainable growth and profitability of the recurring revenue portfolio.
The successful candidate will join the LatAm Customer Value Management team.
Main functions and tasks:
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Define and execute the customer retention strategy across the full customer lifecycle.
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Identify churn drivers and implement mitigation initiatives.
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Develop proactive and reactive retention actions.
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Lead cancellation prevention and save initiatives.
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Optimize retention policies, offers and customer treatment strategies.
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Design loyalty initiatives to improve customer engagement and long-term value perception.
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Increase customer stickiness, service adoption and usage.
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Strengthen Value-for-Money (VfM) perception through customer experience and engagement initiatives.
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Develop lifecycle management initiatives to maximize Customer Lifetime Value (CLV).
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Collaborate cross-functionally with Operations, Customer Care, Marketing, Sales and Analytics teams to ensure effective execution of retention and loyalty initiatives.
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Monitor and analyze retention KPIs, customer behavior and portfolio performance to identify risks and opportunities.
Desired Qualifications and Skills:
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7+ years of experience in Customer Value Management, Retention, Loyalty, CRM, Customer Strategy or Advisory roles.
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Bachelor’s degree in Engineering, Business Administration, Economics or related fields.
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Strong analytical and strategic thinking capabilities.
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Deep understanding of customer lifecycle management and recurring revenue business models.
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Data-driven mindset with experience in advanced customer analytics.
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Ability to translate insights into scalable business initiatives.
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Strong stakeholder management and cross-functional leadership skills.
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Exposure to predictive analytics, segmentation and next-best-action models.
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Experience in recurring revenue industries (telecom, SaaS, utilities, insurance or similar) will be highly valued.
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Fluent in English and Spanish; Portuguese will be considered a plus.
General Competencies
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Customer-centric mindset
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Strategic thinking
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Data-driven decision making
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Strong execution capabilities
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Cross-functional leadership
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Influence and stakeholder management
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Problem-solving mindset
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Continuous improvement orientation
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Teamwork and collaboration
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Highly self-motivated and results-oriented
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Hands-on profile with strong ownership mentality
