Head of Retention & Loyalty Role

Role purpose

Lead the retention and loyalty strategy to maximize Customer Lifetime Value (CLV), reduce churn and strengthen long-term customer engagement across the installed base.

The role is responsible for defining and executing proactive retention initiatives, loyalty programs and value-enhancing actions through a customer-centric and data-driven approach, ensuring sustainable growth and profitability of the recurring revenue portfolio.

The successful candidate will join the LatAm Customer Value Management team.

Main functions and tasks

• Define and execute the customer retention strategy across the full customer lifecycle.
• Identify churn drivers and implement mitigation initiatives.
• Develop proactive and reactive retention actions.
• Lead cancellation prevention and save initiatives.
• Optimize retention policies, offers and customer treatment strategies.
• Design loyalty initiatives to improve customer engagement and long-term value perception.
• Increase customer stickiness, service adoption and usage.
• Strengthen Value-for-Money (VfM) perception through customer experience and engagement initiatives.
• Develop lifecycle management initiatives to maximize Customer Lifetime Value (CLV).
• Collaborate cross-functionally with Operations, Customer Care, Marketing, Sales and Analytics teams to ensure effective execution of retention and loyalty initiatives.
• Monitor and analyze retention KPIs, customer behavior and portfolio performance to identify risks and opportunities.

Desired Qualifications and Skills

• 7+ years of experience in Customer Value Management, Retention, Loyalty, CRM, Customer Strategy or Advisory roles.
• Bachelor’s degree in Engineering, Business Administration, Economics or related fields.
• Strong analytical and strategic thinking capabilities.
• Deep understanding of customer lifecycle management and recurring revenue business 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) will be highly valued.
• Fluent in English and Spanish; Portuguese will be considered a plus.

General Competencies

• Customer-centric mindset
• Strategic thinking
• Data-driven decision making
• Strong execution capabilities
• Cross-functional leadership
• Influence and stakeholder management
• Problem-solving mindset
• Continuous improvement orientation
• Teamwork and collaboration
• Highly self-motivated and results-oriented
• Hands-on profile with strong ownership mentality