Customer Experience Manager - Retention and Prevention

TeamSystem; Marche; Ibrido; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A leading tech company in Italy is seeking a Customer Experience Manager focused on Retention and Prevention. In this strategic role, you will lead a dedicated team, reduce churn, strengthen customer relationships, and influence business decisions through data-driven insights. The ideal candidate should have strong communication skills, strategic planning capabilities, and a proactive mindset. This role offers a flexible, hybrid work environment with a focus on employee wellbeing and professional development.

Servizi

Short working weeks

Flexible working hours

Personalized development programs

Welfare plans for wellbeing

Inclusive environment

Competenze

• Ability to analyse churn and retention KPIs.
• Experience in strategic and operational planning.
• Skills to engage and influence diverse stakeholders.

Mansioni

• Define and lead retention and prevention strategies.
• Analyse data to uncover insights and anticipate risks.
• Collaborate with internal stakeholders for effective execution.

Conoscenze

Data-driven mindset

Strategic planning capabilities

Communication skills

Results orientation

Problem-solving attitude

Descrizione del lavoro

We are the leading Tech Company in Europe, supporting digital innovation for more than 45 years.

Our mission is bold: to bring the power of digital transformation into every business.

We achieve this by placing customers at the heart of everything we do and by reimagining how organizations operate—optimizing processes that span from HR and customer relations to e‑invoicing and digital payments.

As a rapidly scaling organization, we know that our people are our greatest competitive advantage. Their growth, wellbeing and empowerment are not just priorities, they are the foundation of our long‑term success.

In BU PROFESSIONAL, we actively support the digital transformation of professional studios, with a specific focus on accountants and payroll consultants. We offer a wide range of integrated solutions designed to optimize every aspect of practice management, automate processes, reduce costs, and improve the quality of the services we provide to our clients. We are constantly working to develop new features and integrate our solutions with the most innovative technologies to match the needs of an ever‑changing market in the best possible way.

Your impact as a Customer Experience Manager – Retention and Prevention

In this strategic role, you will lead a dedicated team focused on Retention and Prevention, with a clear mission: reduce churn, strengthen customer relationships, and anticipate risks before they emerge. You will play a pivotal role in shaping our customer value strategy, bringing structured insights and deep analysis to understand the drivers of churn and loyalty.

This is a unique opportunity to influence business decisions, collaborate across multiple teams and design initiatives that directly impact customer satisfaction and long‑term value.

Your role at a glance:

• Define and lead our retention and prevention strategies, owning detailed planning, prioritisation, timelines and operational execution
• Analyse quantitative and qualitative data to uncover insights, anticipate risks, support informed decisions and propose corrective actions
• Collaborate closely with internal stakeholders (Sales, Operations, Product Marketing) to ensure alignment and effective execution
• Operate confidently in evolving contexts, transforming incomplete data into timely strategic choices
• Design and implement new processes, initiatives and tools with an invent & simplify mindset
• Manage complex customer negotiations, identifying sustainable solutions that create value for both the company and the client

What skills are we looking for?

• Strong data‑driven mindset, with the ability to analyse churn and retention KPIs, interpret insights and translate data into strategy
• Excellent strategic and operational planning capabilities: structured roadmaps, clear priorities, milestones and disciplined execution
• Outstanding communication skills, able to engage and influence diverse stakeholders
• Strong results orientation, accustomed to working toward measurable KPIs while balancing strategic vision and hands‑on execution
• Solid problem‑solving attitude, with the ability to navigate complexity, address issues proactively and identify sustainable, customer‑centric solutions

Skills matter, but they are not enough. We are looking for leaders who embrace challenges as opportunities for growth and who embody the soft skills that bring our values to life:

ENTREPRENEURSHIP

- is the engine that drives us to excel, innovate and challenge ourselves for our own success and that of our company. We are proactive, responsible and customer‑centric, always ready to question the status quo and achieve extraordinary results.

INNOVATION

- is the guiding light that illuminates our path as we move through an environment full of different experiences, knowledge and perspectives. We are not afraid of making mistakes; we work in an environment that is fertile for the development of innovative solutions.

INCLUSION

- is the sentiment that guides our relationships amongst individuals, each of whom has a different history and experience. We advocate for an inclusive work environment that values each person's unique characteristics.

Why join us?

We believe that creating value for our people fuels a culture of excellence, innovation and ethical and responsible business practices.

We are a tech company, and our approach to work is far from being conventional! We believe in a dynamic environment where innovation, growth and wellbeing intertwine every day. Here, work is not just a set of tasks, but an opportunity to express talent, experiment and make a difference.

• WELLBEING: we have a short working week! You will not work on Friday afternoons, allowing you to devote time to your personal interests. To help you do this, we offer a welfare plan tailored to your needs, with many services and benefits for your wellbeing.
• FLEXIBILITY: we believe in mutual trust! You won't clock in and out, and you'll work in a flexible, hybrid way. And to make it easier for you, we'll give you everything you need to be productive and connected remotely.
• DEVELOPMENT AND GROWTH: we invest in people! You'll take part in a personalised development programme to build your skills and contribute to the achievement of the company's goals.
• DIVERSITY AND INCLUSIVITY: we value differences! You will work in an inclusive environment based on collaboration and respect. Our leadership is focused on trust and the growth of each talent.
• IMPACT: we work with pride! We are committed to creating shared value: for our customers, our partners and the community. In every project, we focus on sustainability and innovation.

Ready to make an impact?

Apply now quickly and easily and track your application on our portal!

Work location: Pesaro, Bologna