Customer Retention Specialist

• Set the strategic direction for customer retention across the enterprise, aligning with business growth and customer experience goals.
• Lead a multi-layered organization, including Directors, Managers, and frontline teams, to execute retention strategies at scale.
• Drive cross-functional collaboration to integrate retention into product design, service delivery, and digital experiences.
• Oversee the development and deployment of tools, analytics, and technologies that enable proactive and personalized retention efforts.
• Serve as a key voice in executive forums, providing insights and recommendations based on customer data and market trends.
• Lead change management efforts to embed a retention-first mindset across the organization.
• Manage large-scale budgets and resource planning to support strategic initiatives.
• Champion diversity, equity, and inclusion within the retention organization.

Director of Customer Retention

District Retention Specialist