Director of Retention

Job Summary

A company is looking for a Director, Retention to drive customer loyalty and maximize revenue across retention operations.

Key Responsibilities

• Lead the strategic direction and performance management of Inbound and Outbound Retention functions across multiple call center locations
• Oversee a team of front-line managers and representatives, fostering a culture of accountability and continuous improvement
• Develop and execute high-impact retention strategies to reduce churn and increase customer lifetime value

Required Qualifications

• Bachelor's degree in Business, Communications, or a related field; Master's degree preferred
• 10+ years of progressive leadership experience in call center, customer retention, or sales operations
• Hands-on experience managing or partnering with third-party BPOs
• Proven success in driving retention initiatives in a high-volume environment
• Strong analytical, financial, and forecasting skills