Senior Manager, Sales & Retention Strategy

In this position you will....

be the strategic leader, driving customer retention and loyalty activities for our device protection & micro-insurance services. This is a regional role that focuses on creating and driving retention strategies and initiatives with our partners (telecommunications, retailers, etc), leveraging AI solutions and omni-channel environments. You will lead efforts to improve customer engagement, reduce churn and strengthen relationships through personalised communication, loyalty programs and data driven retention activities.

 You will be responsible for…

Customer Retention Management

• Analyze customer behavior and churn trends to identify at-risk segments and design targeted retention strategies.
• Collaborate cross-functionally with Customer Experience, Product, and Marketing teams to strengthen customer loyalty, engagement, and satisfaction.
• Develop and execute data-driven retention campaigns and lifecycle programs aimed at improving customer tenure and reducing churn.
• Monitor key retention KPIs (e.g., churn rate, NPS, CSAT, CLTV) and deliver actionable insights and recommendations to senior leadership.
• Lead win-back and re-engagement initiatives, leveraging segmentation, personalized messaging, and behavioral data to recover churned or inactive customers.
• Track and report retention performance across markets, customer segments, and channels, identifying opportunities for continuous improvement.

Go-to-Market Execution

• Contribute to the development and execution of GTM strategies for device protection solutions within telco channels.
• Lead sales readiness activities during new product rollouts or market expansions.
• Align closely with GTM stakeholders to ensure consistent messaging and value propositions across all customer touchpoints.

For you to be successful…

We expect you to be able to demonstrate the following key competencies 

Impactful
 

• Committed to delivering strategically aligned objectives, creates plan to achieve with key milestones and measures.
• Holds high standards for delivery of outcomes with a lens of continuous improvement. Establishes metrics and measures progress.
• Perseveres, tries new approaches to reach challenging goals and persists until outcomes and commitments are met.
   

Customer Focus
 

• Consciously think and feel like the customer and help the team to adopt this mindset to deliver satisfactorily customer-centric solutions.
• Actively seeks to understand customer feedback and needs and uses this in decision making and solutioning.
   

Collaborative
 

• Develops strategic relationships and networks across the organization and shares with others for mutual benefit.
• Fosters effective team communication and dialogue based on integrity, identifies opportunities to gain consensus for team options, decision, and outcomes.
• Develops strategic relationships and networks across the organization and shares with others for mutual benefit.
   

Communication
 

• Highly proficient communicator; focused on interacting and listening to and synthesizing others’ ideas. Explains complex issues clearly and succinctly.
• Communicates succinctly and fosters a fact-based environment where communication is backed by research and data appropriate for the audience.

 You will require the following qualifications and skills                                                                                                               

• Possess a bachelor’s degree in Business, Marketing, Data Analytics, Telecommunications, IT, or Communications, or equivalent.
• Minimum 10–15 years of relevant experience in customer lifecycle management, retention marketing, or go-to-market strategy, leveraging omnichannel engagement (email, SMS, app push, in-app messaging, etc.).
• Proven experience in developing and executing data-driven customer retention and loyalty strategies, with measurable impact on churn reduction and customer satisfaction.
• Strong analytical and problem-solving skills, with the ability to interpret complex data sets and translate insights into actionable strategies.
• Demonstrated leadership and project management capabilities, with experience leading cross-functional initiatives or managing teams.
• Excellent communication and stakeholder management skills, with the ability to influence decision-making across departments.