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.Define and execute the retention strategy across the full customer lifecycleIdentify churn drivers and implement mitigation initiativesLead cancellation prevention and save initiativesDesign loyalty initiatives to improve engagement and long-term valueIncrease customer stickiness, service adoption and usageStrengthen VfM perception through customer experience initiativesDevelop lifecycle management initiatives to maximize CLVCollaborate cross-functionally with Operations, Customer Care, Marketing,



Sales and Analytics to ensure effective executionMonitor and analyze retention KPIs, customer behaviour and portfolio performance to identify risks and opportunities7+ years of experience in Customer Value Management, Retention, Loyalty, CRM, Customer Strategy or Advisory rolesStrong analytical and strategic thinking capabilitiesDeep understanding of customer lifecycle management and recurring revenue modelsData-driven mindset with experience in advanced customer analyticsAbility to translate insights into scalable business initiativesStrong stakeholder management and cross-functional leadership skillsExposure to predictive analytics, segmentation and next-best-action modelsExperience in recurring revenue industries (telecom, SaaS, utilities, insurance or similar) valuedFluent in English and Spanish; Portuguese a plusCustomer-centric mindsetStrategic thinkingCross-functional leadershipAdvanced customer analyticsPredictive analytics#J-18808-Ljbffr

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