Senior Product Manager - Reactive Retention Strategy

Description

Job Overview:

We are seeking an exceptionally talented and strategic Senior Product Manager - Reactive Retention Strategy to oversee and optimize three of our most critical customer interaction channels: Channel Care, Loyalty and Retention and Winback. Our team thrives on data-driven
decision-making and solving open-ended customer retention challenges in a fast-paced, collaborative environment.

This individual will be responsible for developing and implementing strategies to improve customer retention, reduce costs, and enhance customer satisfaction across these channels.

You'll work on a highly visible team that regularly presents strategic insights to senior leadership, with direct influence on customer retention outcomes that impact millions of customers.The ideal candidate will possess advanced analytical skills, proficiency with data analysis tools (Looker, SQL, Excel), and exceptional storytelling abilities to effectively communicate insights and strategies to senior leaders and sales teams.

What you’ll do

You'll drive rapid-cycle strategic initiatives that directly impact customer retention. Your typical week involves analyzing competitive offers, tracking channel performance metrics, and collaborating across teams to launch retention programs—all with tight timelines and high
visibility to leadership

• Loyalty and Retention Channel Strategy:
  • Prime the strategy for the Loyalty and Retention channel, the last line of defense in customer retention
  • Improve save rates by analyzing current processes and identifying areas for improvement
  • Develop long-term plans for the evolution of the Loyalty and Retention channel
  • Work on fixing any operational issues and enhancing team enablement tools
  • Ensure the channel operates efficiently and effectively to meet retention goals

• Winback Program:
  
  • Own the strategy and execution of winback programs focused on re-engaging customers
  • Define and manage pricing and offer strategies while maintaining financial discipline
  •  Monitor program performance and offer effectiveness, identifying opportunities to improve outcomes
  • Provide regular performance updates, insights, and recommendations to leadership
  • Partner with sales, marketing, and operations teams to ensure effective program execution and channel enablement

.

• Channel Care Strategy:
  
  • Develop and evolve the strategy for the Channel Care team
  • Analyze and enhance save rates and customer interaction outcomes
  • Implement cost reduction initiatives without compromising churn
  • Enhance the Competitive Intel intake process to gather valuable insights
  • Develop and refine playbooks and enablement tools for Channel Care agents

• Collaboration and Coordination:
  
  • You'll partner closely with Loyalty & Retention teams, marketing, database management, and GTM stakeholders to ensure retention programs are strategically aligned, operationally sound, and effectively executed
  • Coordinate with GTM primes to ensure alignment with market campaigns and offers
  • Collaborate with campaign execution teams to ensure awareness and smooth rollout of campaigns
  • Partner with strategy teams to ensure business casing and offers are financially sound and strategically aligned
  • Maintain strong relationships with stakeholders to foster collaboration and drive results

• Analytical and Pricing Responsibilities:
  
  • Conduct business casing for offers and recommend optimal pricing strategies for the Loyalty and Retention and BCX channels
  • Utilize tools like Looker studio and Microsoft Excel to derive actionable insights
  • Continuously monitor and analyze performance metrics to inform strategic decisions

• Vision and Leadership:
  
  • Develop and communicate a clear vision for the future of the Channel Care and Loyalty and Retention channels
  • Inspire and drive teams to achieve retention goals and deliver exceptional customer service
  • Stay informed about industry trends and best practices to drive innovation and continuous improvement

Qualifications

What you bring:

• Bachelor’s degree in Business, Marketing, Economics, or a related field; MBA or relevant advanced degree preferred
• 5+ years of experience in a strategic or analytical role (customer retention, marketing, or related field) OR equivalent demonstrated expertise in business casing, pricing strategy, and customer retention analytics
• Advanced proficiency in Looker Studio (or similar) and Microsoft Excel with demonstrated ability to derive insights from large, complex datasets and communicate findings to senior stakeholders
• Strong storytelling abilities, both written and oral, to effectively communicate with senior leaders and sales teams
• Demonstrated ability to collaborate with diverse stakeholders and drive results in a challenging environment
• Proven experience developing business cases and pricing strategies for customer-facing programs or offers
• Excellent project management and organizational skills
• Strong vision and leadership capabilities with a focus on customer retention and satisfaction

Preferred Qualifications:

• Experience in customer-centric industries (telecom, financial services, etc.) is a plus but not required—we value strong analytical and strategic thinking above domain expertise.
• Proven track record of improving customer retention rates and reducing operational costs.
• Familiarity with customer interaction and CRM tools.