Role purposeLead 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#J-18808-Ljbffr

📌 Head Of Retention & Loyalty Role (Madrid)
🏢 Verisure
📍 Madrid