Senior Retention Manager

Job Summary

A company is looking for a Senior Retention Manager to oversee a team focused on enhancing client retention and reducing refund requests.

Key Responsibilities

• Monitor team KPIs daily, identify performance gaps, and implement action plans to achieve targets
• Lead and develop the retention team through training, call reviews, and performance management
• Handle escalated customer cases and report on retention performance with data-driven insights

Required Qualifications

• Over 3 years of experience in B2C sales, retention, or client-facing roles, preferably with high-ticket services
• At least 2 years of experience managing teams of up to 10 people
• Fluency in English (C1+)
• Highly organized and motivated by results
• Experience in client recovery or churn reduction is a plus