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:

- Define and execute the customer retention strategy across the full customer lifecycle.
- Identify churn drivers and implement mitigation initiatives.
- Develop proactive and reactive retention actions.
- Lead cancellation prevention and save initiatives.
- Optimize retention policies, offers and customer treatment strategies.
- Design loyalty initiatives to improve customer engagement and long-term value perception.
- Increase customer stickiness, service adoption and usage.
- Strengthen Value-for-Money (VfM) perception through customer experience and engagement initiatives.
- Develop lifecycle management initiatives to maximize Customer Lifetime Value (CLV).
- Collaborate cross-functionally with Operations, Customer Care, Marketing, Sales and Analytics teams to ensure effective execution of retention and loyalty initiatives.
- Monitor and analyze retention KPIs,



customer behavior and portfolio performance to identify risks and opportunities.

Desired Qualifications and Skills:

- 7+ years of experience in Customer Value Management, Retention, Loyalty, CRM, Customer Strategy or Advisory roles.
- Bachelor’s degree in Engineering, Business Administration, Economics or related fields.
- Strong analytical and strategic thinking capabilities.
- Deep understanding of customer lifecycle management and recurring revenue business models.
- Data-driven mindset with experience in advanced customer analytics.
- Ability to translate insights into scalable business initiatives.
- Strong stakeholder management and cross-functional leadership skills.
- Exposure to predictive analytics, segmentation and next-best-action models.
- Experience in recurring revenue industries (telecom, SaaS, utilities, insurance or similar) will be highly valued.
- Fluent in English and Spanish; Portuguese will be considered a plus.

General Competencies

- Customer-centric mindset
- Strategic thinking
- Data-driven decision making
- Strong execution capabilities
- Cross-functional leadership
- Influence and stakeholder management
- Problem-solving mindset
- Continuous improvement orientation
- Teamwork and collaboration
- Highly self-motivated and results-oriented
- Hands-on profile with strong ownership mentality

📌 Head of Retention & Loyalty Role (España)
🏢 Verisure
📍 España