Head of Retention & Loyalty, Customer Value Growth

Verisure; Madrid; Presencial; EUR 90.000 - 120.000; Jornada completa

Descripción de la vacante

Verisure seeks a senior customer value leader to drive retention and loyalty across the installed base, shaping lifecycle decisions in the LatAm Customer Value Management team. You will work with Operations, Care, Marketing, Sales and Analytics to maximize recurring revenue and reduce churn.

The role requires 7+ years in CVM/Retention/CRM, strong analytics and cross-functional leadership, with fluency in English and Spanish (Portuguese a plus).

Formación

• 7+ years in Customer Value Management, Retention, Loyalty, CRM, or advisory roles.
• Strong analytical and strategic thinking capabilities.
• Deep understanding of customer lifecycle management and recurring revenue models.

Responsabilidades

• Define and execute the retention strategy across the full customer lifecycle.
• Identify churn drivers and implement mitigation initiatives.
• Lead cancellation prevention and save initiatives.
• Design loyalty initiatives to improve engagement and long-term value.
• Increase customer stickiness, service adoption and usage.
• Strengthen VfM perception through customer experience initiatives.
• Develop lifecycle management initiatives to maximize CLV.
• Collaborate cross-functionally with Operations, Customer Care, Marketing, Sales and Analytics to ensure effective execution.
• Monitor and analyze retention KPIs, customer behaviour and portfolio performance to identify risks and opportunities.

Conocimientos

Customer value mgmt

Retention strategy

Loyalty programs

CRM

Data analytics

Lifecycle management

Cross-functional leadership

Predictive analytics

English proficiency

Spanish proficiency

Stakeholder management

Descripción del empleo

Verisure seeks a senior customer value leader to drive retention and loyalty across the installed base, shaping lifecycle decisions in the LatAm Customer Value Management team. You will work with Operations, Care, Marketing, Sales and Analytics to maximize recurring revenue and reduce churn.

The role requires 7+ years in CVM/Retention/CRM, strong analytics and cross-functional leadership, with fluency in English and Spanish (Portuguese a plus).