Overview:
What's the role?
As a Senior Manager, Retention Operations & Strategy, you will be responsible for defining, implementing, and leading the overall customer retention and revenue protection strategy for the company’s B2C service portfolio while overseeing the day-to-day retention operation. This role plays a critical part in reducing churn, strengthening customer loyalty, protecting revenues, and delivering operational excellence across retention channels. The position combines strategic leadership, customer analytics, operational management, and continuous improvement to maximize customer recovery and retention performance. The role is accountable for retention strategy, customer segmentation, retention platforms, operational execution, BPO partner management, vendor oversight, and budget management while working cross-functionally with Commercial, Care, Technology, Digital, Analytics, and Customer Experience teams to drive business results.
Responsibilities:
How can you add value?
Retention Strategy
- Develop and lead the end-to-end retention and customer protection strategy for the company’s B2C customer base across the service portfolio.
- Design and implement customer retention plans aimed at maximizing customer recovery, optimizing the use of commercial incentives while minimizing dependency on discounts.
- Develop and implement loyalty strategies, win-back initiatives, and personalized offers to strengthen customer retention.
- Establish strategies that balance customer experience, revenue protection, and long-term customer value
Data & Customer Segmentation
- Leverage data analytics to segment the customer base based on behavior, value, churn risk, and customer needs.
- Identify key at-risk customer segments and define targeted protection and retention strategies.
- Continuously enhance customer segmentation models based on business performance, analytics insights, and operational feedback.
- Utilize customer, operational, and competitive insights to optimize retention treatment strategies.
Retention Operations leadership
- Lead the retention call center operation, ensuring effective execution of customer save strategies, operational excellence, and achievement of retention performance targets.
- Own the performance of retention channels, with accountability for churn reduction, customer recovery rates, revenue preservation, customer satisfaction, and operational efficiency.
- Manage retention-related budgets, commercial investments, and customer save offers, ensuring efficient utilization of resources and maximizing return on retention spend.
- Oversee the relationship, governance, and performance of retention BPO partners and vendors, establishing service level agreements (SLAs), operational metrics, quality standards, and continuous improvement initiatives.
- Act as business owner for retention platforms and tools, ensuring proper configuration, adoption, optimization, and continuous enhancement of retention capabilities.
- Drive continuous improvement of customer cancellation, save, and win-back journeys by identifying opportunities to enhance customer experience, increase retention effectiveness, and reduce customer effort.
- Partner with Technology, Digital, and Analytics teams to prioritize platform enhancements, automation initiatives, and operational improvements.
- Lead, coach, and develop retention operational teams and leaders, fostering a high-performance culture focused on customer outcomes, accountability, and business results.
Operational Optimization
- Oversee and optimize operational processes associated with retention management.
- Analyze feedback from customers and operational teams to identify opportunities for improvement in commercial offers, processes, and customer experience.
- Oversee the administration, optimization, and continuous improvement of retention platforms, CRM tools, and customer engagement technologies.
- Ensure the effective implementation of operational processes, controls, and governance practices across internal teams and external partners.
- Identify automation opportunities and technology enhancements to improve retention effectiveness, customer experience, and operational efficiency.
Performance Management
- Define and monitor key performance indicators (KPIs) related to customer retention, revenue protection, customer satisfaction, and operational effectiveness.
- Continuously evaluate the effectiveness of implemented strategies and adjust initiatives based on performance results.
- Provide regular reporting, insights, and recommendations on retention performance to support strategic decision-making.
- Monitor and evaluate BPO, vendor, and platform performance through established KPIs, service level agreements, quality metrics, customer experience indicators, and retention outcomes.
- Drive accountability through regular business reviews, performance assessments, and continuous improvement plans.
Cross-functional Collaboration
- Work closely with Marketing, Operations, Technology, Data & Analytics, Care, Digital, and Commercial teams to ensure alignment and effective implementation of retention initiatives.
- Align retention processes and strategies with the organization’s commercial, operational, and customer experience objectives.
- Collaborate with external vendors, BPO partners, and technology providers to support the successful execution of retention strategies and operational excellence.
- Act as the business owner for retention-related platforms, coordinating with Technology, Operations, and Digital teams to ensure platform stability, scalability, and continuous improvement.
- Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America policies and procedures, including the Code of Conduct and Liberty safety standards and procedures.
- Other duties may be assigned.
Why this role matters
This position serves as the strategic and operational leader for customer retention, ensuring the company effectively protects its customer base, reduces churn, maximizes revenue retention, and delivers an exceptional customer experience through best-in-class retention strategies, operational execution, technology enablement, and partner management.
Qualifications:
What do you need?
Education and/or Experience
Bachelor’s degree in business administration, Engineering, Economics, Marketing, or a related field.
7-9 years of experience in analytics, commercial strategy, or customer management are considered an advantage.
Other Qualifications:
- Fully bilingual (Spanish and English)
- Proven experience leading customer retention, loyalty, or customer lifecycle management strategies in B2C environments.
- Experience working with data analytics, customer segmentation, and data-driven decision making.
- Experience collaborating cross-functionally with commercial, operational, and technology teams.
- Knowledge of customer analytics, segmentation, and contact center or customer service operations is considered a plus.
- Experience in telecommunications or Customer Care service industries is desirable.
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Assessment, background check and drug test will be required to be a successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.