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 scalabl

📌 Head of Retention Loyalty (Pozuelo de Alarcón)
🏢 Verisure España
📍 Pozuelo de Alarcón