Overview:
What's the role?
As a Senior Manager, Retention is responsible for defining, implementing, and leading the overall customer retention and protection strategy for the company’s B2C service portfolio. This role plays a key part in reducing churn, strengthening customer loyalty, and protecting business revenues by designing strategies based on customer segmentation, data analytics, and continuous improvement of customer experience. The position works cross-functionally with commercial, operational, and technology teams to ensure effective execution of retention initiatives, optimize processes related to customer interactions with at-risk customers, and enhance the overall customer experience.
Responsibilities:
How can you add value?
Retention Strategy
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Develop and lead the end-to-end retention and customer protection strategy for the company’s B2C customer base across the B2C service portfolio.
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Design and implement customer retention plans aimed at maximizing customer recovery, optimizing the use of commercial incentives while minimizing dependency on discounts.
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Develop and implement loyalty strategies and personalized offers to strengthen customer retention.
Data & Customer Segmentation
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Leverage data analytics to segment the customer base based on behavior, value, and churn risk.
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Identify key at-risk customer segments and define targeted protection and retention strategies.
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Continuously enhance customer segmentation models based on business performance, analytics insights, and operational feedback.
Operational Optimization
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Oversee and optimize operational processes associated with retention management.
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Analyze feedback from customers and operational teams to identify opportunities for improvement in commercial offers, processes, and customer experience.
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Oversee the use and continuous improvement of technology tools supporting retention and customer service teams.
Performance Management
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Define and monitor key performance indicators (KPIs) related to customer retention, revenue protection, and customer satisfaction.
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Continuously evaluate the effectiveness of implemented strategies and adjust initiatives based on performance results.
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Provide regular reporting and insights on retention performance to support strategic decision-making.
Cross-functional Collaboration
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Work closely with Marketing, Operations, Technology, Data & Analytics, and Commercial teams to ensure alignment and effective implementation of retention initiatives.
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Align retention processes and strategies with the organization’s commercial and customer experience objectives.
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Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
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Other functions may be assigned.
Qualifications:
What do you need?
Education and/or Experience
Bachelor’s degree in business administration, Engineering, Economics, Marketing, or a related field.5-6-9 years of experience in analytics, commercial strategy, or customer management are considered an advantage.
Other Qualifications:
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Fully bilingual (Spanish and English)
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Proven experience leading customer retention, loyalty, or customer lifecycle management strategies in B2C environments.
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Experience working with data analytics, customer segmentation, and data-driven decision making.
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Experience collaborating cross-functionally with commercial, operational, and technology teams.
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Knowledge of customer analytics, segmentation, and contact center or customer service operations is considered a plus.
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Experience in telecommunications or Customer Care service industries is desirable.
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Assessment, background check and drug test will be required to be a successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.
