Head of Retention & Loyalty 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.

Optimiz...