Lead the retention and loyalty strategy to maximize Customer Lifetime Value (CLV), reduce churn and strengthen long-term customer engagement across the installed base.

Envíe su solicitud a continuación después de leer todos los detalles y la información de apoyo sobre esta posibilidad de trabajo.

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. xcskxlj

- Fluent in English and Spanish; Portuguese will be considered a plus.

- Customer-centric mindset

- Strategic thinking

- Strong execution capabilities

- Cross-functional leadership

- Influence and stakeholder management

- Problem-solving mindset

- Teamwork and collaboration

- Highly self-motivated and results-oriented

- Hands-on profile with strong ownership mentality

#J-18808-Ljbffr

📌 Head of Retention & Loyalty - LATAM (Madrid)
🏢 Verisure España
📍 Madrid