Senior Manager – Customer Retention and Engagement
Are you ready to lead customer retention strategies that drive measurable results? Apply Now!
Working with one of our top financial clients, this role calls for a Senior Manager, Customer Retention and Engagement. In this pivotal position, you will be responsible for developing and executing a comprehensive, enterprise-wide retention strategy aimed at significantly reducing customer attrition. You will collaborate across analytics, marketing, product, technology, and frontline teams to ensure the retention agenda is seamless from strategy to execution, measurement, and continuous improvement.
Pay rate range (CAD): $57.97/hr – $69.57/hr
Responsibilities
- Own and evolve the end-to-end Customer Retention Strategy with clear priorities, sequencing, and measurable outcomes.
- Lead cross-functional execution, translating strategic initiatives into campaigns, tools, and system changes.
- Design and refine the enterprise customer retention operating model, establishing roles, decision rights, governance, and cross-functional cadences.
- Proactively identify at-risk customers through data-driven insights and develop targeted strategies, campaigns, and tools to prevent attrition.
- Create and continuously improve the frontline retention playbook, ensuring it guides effective customer conversations and decision-making.
- Convert analytics and insights into actionable triggers, cues, and frontline behaviors to enhance retention efforts.
- Integrate attrition models and indicators into frontline systems, prompts, and workflows to ensure initiatives are prioritized and executed effectively.
- Identify best practices across markets, scaling successful retention tactics organization-wide.
Desired Skill-Set
- 8+ years of experience in strategy, consulting, growth, or retention roles within financial services or customer-centric industries.
- Proven ability to develop and implement holistic customer retention strategies that deliver measurable impact.
- Strong leadership with experience influencing cross-functional teams without direct authority.
- Excellent data literacy, with the ability to translate insights into strategic actions and frontline behaviors.
- Demonstrated success in leading change management initiatives and driving adoption of new tools and processes.
- Strong communication skills, capable of engaging executives and simplifying complex concepts.
- Experience operating at both strategic and operational levels, with a bias toward delivery and iterative learning.
Nice to Have
- Experience in banking, fintech, or related financial industries.
- Advanced degree such as an MBA.
- Expertise in customer lifecycle management, churn reduction, or lifecycle outcomes.
- Proficiency with PowerPoint, Excel, and analytical tools.
- Knowledge of complex, matrixed organizational structures and change management.
BeachHead is an equal opportunity agency and employer. We advocate for our candidates and welcome applicants regardless of race, color, religion, national origin, sex, age, or physical or mental disability. BeachHead or our clients may use technology-enabled tools, including automation and artificial intelligence (AI), to support parts of the recruitment process such as resume screening, application management, and candidate matching. These tools assist our recruiters and our clients, and do not replace human decision-making. This job posting represents a current or anticipated vacancy. The position may be filled at any time, and the posting may be removed without notice once the role has been filled.