Manager-Customer Retention / Product Management
Is your organization seeking a strategic and impactful customer retention leader? Apply Now!
Working with one of our top financial clients, this role calls for a Manager-Customer Retention / Product Management. This position is ideal for candidates with a background in strategy and execution, particularly those who have owned a product mandate beyond solely marketing or campaign execution. The Manager will support the execution and ongoing refinement of customer retention strategies, leading initiatives, collaborating with cross-functional teams, and leveraging insights to improve engagement and reduce attrition.
Pay rate range (CAD): $50.72/hr – $60.87/hr
Responsibilities
- Support the execution of customer retention initiatives, campaigns, and process improvements.
- Collaborate with analytics teams to identify at-risk customers and develop targeted proactive engagement strategies.
- Manage retention program roadmaps, timelines, and stakeholder deliverables.
- Analyze customer attrition trends and engagement metrics to uncover opportunities for proactive outreach.
- Translate data insights into actionable recommendations for frontline teams and business partners.
- Monitor program effectiveness and suggest enhancements to optimize retention outcomes.
- Maintain and enhance customer retention tools, playbooks, and collateral.
- Partner with regional and branch leaders to promote adoption of retention best practices.
- Support change management efforts related to new retention initiatives and tools.
- Coordinate with marketing, analytics, technology, product, and frontline teams to ensure successful program delivery.
- Facilitate working sessions, provide updates, and address execution challenges across stakeholders.
- Contribute to governance forums by preparing reports, insights, and strategic recommendations.
- Identify best practices across markets and channels, supporting their sharing and scaling.
Desired Skill-Set
- 5+ years of experience in customer retention, customer lifecycle management, customer engagement, or growth initiatives within a customer-focused organization.
- Proven project management experience involving multiple stakeholders.
- Skilled in translating customer insights and data into actionable business recommendations.
- Ability to influence and collaborate across teams without direct authority.
- Excellent communication, stakeholder management, and presentation skills.
- Experience supporting change management and adoption of new processes, tools, or initiatives.
- Strong attention to detail and ability to manage multiple priorities simultaneously.
- Proficiency with PowerPoint and Excel.
- Experience working in matrixed organizations.
- Bachelor's degree required; Master's degree considered an asset.
Nice to Have
- Experience within financial services, banking, fintech, or similar customer-centric industries.
- Knowledge of customer performance metrics, segmentation, and retention reporting.
- Familiarity with customer engagement platforms and CRM systems.
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.