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