Director of Customer Retention

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
• Drive cross-functional alignment to ensure consistent execution of retention strategies

Required Qualifications

• 10+ years of experience in customer retention, churn strategy, or related roles
• Proven track record of improving churn and retention outcomes at scale
• Strong background in data-driven decision making and predictive analytics
• Experience in designing and scaling test-and-learn environments, including A/B testing
• Ability to influence cross-functional teams without direct ownership of execution