Overview In this role you will lead the retention and loyalty strategy to maximize CLV across the installed base. You will define and execute proactive retention initiatives, loyalty programs and value-enhancing actions with a data-driven, customer-centric approach. You will collaborate across Operations, Care, Marketing, Sales and Analytics to sustain growth of the recurring revenue portfolio and reduce churn.

This is a high-impact role within the LatAm Customer Value Management team, shaping customer journeys and lifecycle decisions.

Responsabilidades Define and execute the retention strategy across the full customer lifecycle

Identify churn drivers and implement mitigation initiatives

Lead cancellation prevention and save initiatives

Design loyalty initiatives to improve engagement and long-term value

Increase customer stickiness, service adoption and usage

Strengthen VfM perception through customer experience initiatives

Develop lifecycle management initiatives to maximize CLV

Collaborate cross-functionally with Operations, Customer Care, Marketing, Sales and Analytics to ensure effective execution





Monitor and analyze retention KPIs, customer behaviour and portfolio performance to identify risks and opportunities

Requisitos principales 7+ years of experience in Customer Value Management, Retention, Loyalty, CRM, Customer Strategy or Advisory roles

Strong analytical and strategic thinking capabilities

Deep understanding of customer lifecycle management and recurring revenue 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) valued

Fluent in English and Spanish; Portuguese a plus

Customer-centric mindset

Strategic thinking

Cross-functional leadership

Advanced customer analytics

Predictive analytics

Segmentation

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