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

📌 Head of Retention (España)
🏢 Verisure
📍 España