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 - Verisure (Madrid)
🏢 Jobrapido
📍 Madrid