About this 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