Overview
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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 xqbhyrx 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