Head of Customer Retention

We are seeking a Head of Customer Retention for a financial organization who will be responsible for ensuring the continued business growth of the organization by maintaining relationships with existing customers and recruiting new clients.

Role Description

In this role, the manager will develop effective customer retention strategies, identify needs and forecasts to prevent churn, while simultaneously working to expand the customer base.

This is a dynamic position that involves managing a team of 20-30 employees, data analysis, identifying and understanding market trends, and creating a customer experience aimed at increasing satisfaction and ensuring business growth.

The position is suitable for candidates with management experience, a business-oriented and analytical mindset, and the ability to lead cross-organizational processes.

Key Responsibilities:

• Develop Customer Retention Strategy: Formulate and lead processes and strategies to improve customer loyalty, increase satisfaction, and prevent churn.
• Manage Churn Reduction Processes: Lead initiatives to prevent customer attrition, including developing tailored service programs, fast problem resolution, and proactive communication with clients.
• Implement Customer Loyalty Program: Develop and implement a rewards-based loyalty program for existing customers, in line with the division’s strategy, to strengthen customer loyalty and increase activity.
• Train and Guide Retention Team: Train, manage, and closely guide a team of bankers, while developing recruitment and retention skills.
• Business Responsibility for Overall Retention: Build and adjust conversation scripts, identify trends, and regularly assess needs and focus areas to prevent customer churn.
• Build Incentive Models and Drive Excellence: Monitor retention metrics, manage management reports, and present insights to the bank's leadership. Lead reward and motivation initiatives.
• Manage Customer Retention Budget and Measure Effectiveness: Oversee the retention budget and measure the effectiveness of retention activities.
• Collaborate with Internal Departments: Work closely with marketing, sales, digital, and other departments to improve and create a unified customer experience and adapt quality solutions for customer retention.

Qualifications

3-5 years of experience in customer retention and relationship management roles, with a proven track record of delivering results (reducing churn rates and improving customer satisfaction).

Creative and innovative thinking in developing retention strategies.

Strong analytical skills, using models for churn rate prediction and creating tailored solutions.

Technological orientation, ability to work in a computerized environment, and familiarity with CRM systems, BI systems, and data analysis tools.

Managerial experience, ability to motivate employees, and drive excellence.

Skills in building long-term customer relationships.

Ability to create and implement work processes.

Ability to work in a team in a dynamic environment.

A bachelor’s degree in fields such as Business Administration, Marketing, or another relevant area (a master’s degree is an advantage).

Willingness to work extended hours.