Director of Customer Loyalty

Job Summary

A company is looking for a Director, Customer Loyalty & Churn Management.

Key Responsibilities

• Define and own the enterprise retention strategy, churn targets, and roadmap
• Lead the evolution from reactive save models to proactive, predictive retention programs
• Partner with Marketing to develop and optimize retention and winback offers

Required Qualifications

• 10+ years of experience in customer retention, churn strategy, or related roles within telecom or recurring revenue businesses
• Proven track record of owning and improving churn and retention outcomes at scale
• Experience building and leading enterprise retention strategies, including save and winback programs
• Strong background in data-driven decision making, including churn analysis and LTV modeling
• Experience designing and scaling test-and-learn environments, including A/B testing