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 CompetenciesCustomer-centric mindsetStrategic thinkingData-driven decision makingStrong execution capabilitiesCross-functional leadershipInfluence and stakeholder managementProblem-solving mindsetContinuous improvement orientationTeamwork and collaborationHighly self-motivated and results-orientedHands-on profile with strong ownership mentalityJob SummaryJob number: r2026060386Date posted : 2026-06-30Profession: Management, Strategy and Business DevelopmentEmployment type: Posting_Not_Required

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