Job summary

The Customer Retention Manager (High-Volume Sales Operations) will drive structured retention strategies within a high-volume, performance-driven sales environment. The role focuses on reducing customer churn, increasing repeat purchases, and maximising customer lifetime value through data-driven engagement systems.

The Manager will design automated follow-up processes, track retention KPIs, identify churn risks, and implement targeted interventions across customer segments. Strong CRM expertise, analytical skills, and experience managing large customer databases are essential. The ideal candidate will have experience executing lifecycle campaigns and working closely with sales teams to convert first-time buyers into repeat, loyal customers.

Job descriptions & requirements

Responsibilities:

• Retention Strategy Development: Develop and implement retention frameworks aligned with revenue targets. Create lifecycle and customer segmentation strategies. Establish and monitor key retention KPIs (churn rate, retention rate, repeat purchase rate, CLV).
• Churn Prevention & Risk Management: Identify churn risk indicators and conduct root-cause analysis. Develop intervention and win-back strategies for at-risk and lost customers.
• Customer Engagement: Implement structured engagement plans and ensure consistent post-sale communication. Oversee complaint resolution and maintain high customer satisfaction.
• Revenue Growth (Existing Customers): Drive upselling, cross-selling, and loyalty initiatives. Monitor customer lifetime value and improve repeat purchase rates.
• Data Analytics & Reporting: Track retention metrics and generate performance reports. Analyse customer behaviour using CRM tools and provide data-driven insights.
• Process Optimisation: Improve onboarding and standardise follow-up systems. Implement automation to enhance efficiency and customer journey consistency.
• Cross-Functional Collaboration: Partner with Sales, Marketing, Operations, and Support to align retention efforts.
• Team Supervision: Manage and train retention staff. Monitor team performance against retention targets.

Requirements:

• Must have up to 5 years of customer retention management experience, Sales Experience

• Minimum of a degree in a related field.