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Our client is a leading specialist lender dedicated to the mission of helping people succeed. Renowned for a Can-Do culture, they pride themselves on being balanced, real, and innovative in the financial services space. With a strong reputation for treating customers fairly and meeting high professional standards, they offer a dynamic environment where strategic thinking and customer advocacy are at the heart of everything they do. As the Customer Retention Strategy Manager, you will be the architect of the end-to-end retention framework. Reporting directly to the Head of, this is a high-impact leadership role where you will design and embed strategies to strengthen loyalty and reduce attrition across a diverse portfolio.
Job Responsibility:
Strategy Design (40%): Own the design, execution, and optimization of the retention strategy, using data insights to identify and mitigate attrition drivers
Loyalty Initiatives (25%): Lead campaigns to enhance lifetime value and collaborate with Marketing and Sales on competitive retention offers
Team Leadership (15%): Manage and mentor a high-performing team of 3–5 direct reports, fostering a culture of accountability
Reporting & Risk (20%): Maintain retention dashboards, present actionable insights to the Executive Team, and ensure strict compliance with privacy and consumer credit legislation
Requirements:
5+ years in customer retention, loyalty programs, or strategic customer lifecycle management
Lending Industry Expertise: Strong knowledge of financial services and regulated environments
Strategy & Execution: Proven ability to build a retention strategy from the ground up and drive measurable outcomes
People Leadership: Experience managing and developing a small, dedicated team
Stakeholder Management: Advanced skills in influencing and negotiating with internal teams and external partners (including third-party lenders or white-label partners)
Analytical Rigor: Proficiency in data analysis, CRM systems, and campaign management tools to drive evidence-based decisions
What we offer:
Hybrid Flexibility - 3 days from office, 2 days from home
Lead a Pillar: This is not just a management role
the retention function is a strategic pillar within the business
Influence Change: You will have the authority to develop and pitch business cases for new initiatives and team growth
Collaborative Culture: Work closely with Ops Leadership, Marketing, and Finance in a supportive, professional environment
Professional Growth: Opportunity to drive innovation in a fast-paced, adaptive environment that values continuous improvement