Customer Retention Supervisor

Jobgether; Italia; Remote; EUR 80,000 - 107,000; Full time

Benefits offered by this job

Competitive USD Salary

Performance incentives

Paid annual leave

Public holidays

Remote work 100%

Leadership development

Industry exposure

Direct business impact

Collaborative culture

AI-enabled tools

Job summary

Jobgether is seeking a Customer Retention Supervisor based in Italy to lead a high-performing team of retention specialists within the fintech and cryptocurrency space. You will own reactivation, repeat transactions, and revenue recovery while driving outbound engagement and campaign excellence.

You will design SOPs, train staff, and optimize scripts and workflows, collaborating with Marketing, Support, Sales, Operations, and Compliance to maximize customer value and business growth.

Qualifications

• At least 3 years of supervisory or leadership experience in customer retention or a similar customer-facing environment.
• Demonstrated success in customer conversion, retention, and reactivation with measurable commercial results.
• Proven ability to develop and implement SOPs, outbound calling scripts, operational workflows, and training materials.
• Strong leadership, coaching, and mentoring skills with the ability to motivate teams.
• Excellent communication, negotiation, and objection-handling abilities, particularly on calls.
• Strong analytical skills to interpret performance data and translate insights into action.
• Experience in fintech, financial services, or regulated industries is a plus.

Responsibilities

• Lead and motivate a team of Customer Retention Specialists, establishing clear objectives and accountability.
• Conduct outbound calls to encourage repeat transactions and reactivation.
• Develop and improve SOPs, scripts, workflows, and training materials.
• Organise daily outreach activities, manage agent schedules, and allocate campaign assignments.
• Design and execute retention campaigns, including promotions, discounts, and reactivation initiatives.
• Monitor KPIs such as call volumes, conversion rates, and revenue recovered.
• Coach agents through regular reviews and feedback sessions.
• Analyze customer behaviour and campaign performance to identify opportunities.
• Maintain CRM records, dashboards, and regular operational reports.
• Collaborate with Marketing, Support, Sales, Operations, and Compliance.
• Assist recruitment, onboarding, and training to build a capable team.
• Utilise AI-powered tools to improve research, scripts, and productivity.

Skills

Team leadership

Coaching & mentoring

CRM systems

Outbound calling

Performance analysis

Communication

Excel

Strategic planning

AI tools usage

Tools

CRM platforms

Outbound platforms

Excel

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Retention Supervisor based in Italy.

Are you an experienced customer retention leader passionate about building high-performing teams and driving measurable business growth? This opportunity allows you to lead and develop a team of retention specialists within the fast-growing fintech and cryptocurrency industry. You will take ownership of customer reactivation, repeat transactions, and revenue recovery while remaining actively involved in outbound customer engagement. Combining hands‑on leadership with strategic campaign management, you will develop effective retention processes, coach team members, and continuously improve customer conversion rates. Working in a dynamic, performance-driven environment, you will collaborate with cross-functional teams to strengthen customer relationships and maximise business results. This is an ideal role for a proactive leader who enjoys mentoring people, analysing performance, and turning customer engagement strategies into tangible revenue.

Accountabilities:

• Lead, supervise, and motivate a team of Customer Retention Specialists, establishing clear performance objectives, responsibilities, and accountability standards.
• Conduct outbound customer calls personally to encourage repeat transactions, reconnect with inactive customers, and demonstrate effective retention techniques by example.
• Develop, implement, and continuously improve standard operating procedures (SOPs), calling workflows, scripts, and training materials to strengthen team performance.
• Organise daily outreach activities, manage agent schedules, and allocate campaign assignments to ensure efficient customer engagement.
• Design and execute customer retention campaigns, including promotional offers, discount incentives, abandoned transaction follow-ups, and reactivation initiatives.
• Monitor and evaluate key performance indicators (KPIs), including call volumes, conversion rates, repeat transactions, customer reactivation rates, and revenue recovered.
• Conduct regular call evaluations, performance reviews, and individual coaching sessions to identify improvement opportunities and strengthen agents' communication and sales skills.
• Analyse customer behaviour, transaction activity, and campaign performance to identify retention opportunities and develop targeted engagement strategies.
• Maintain accurate customer relationship management (CRM) records, agent scorecards, performance dashboards, and regular operational reports.
• Manage escalated customer concerns and collaborate with Marketing, Customer Support, Sales, Operations, and Compliance teams to ensure effective issue resolution.
• Support recruitment, onboarding, and training initiatives to build and maintain a capable, results‑oriented retention team.
• Use relevant digital and AI‑powered tools to improve research, script development, workflow efficiency, and overall team productivity.

Requirements:

• At least 3 years of supervisory or leadership experience in customer retention, outbound sales, contact centre operations, or a similar customer‑facing environment.
• Demonstrated success in customer conversion, retention, and reactivation, with experience managing performance‑driven teams and achieving measurable commercial results.
• Proven ability to develop and implement SOPs, outbound calling scripts, operational workflows, and employee training materials.
• Strong leadership, coaching, and mentoring skills, with the ability to motivate teams, manage performance, and encourage continuous improvement.
• Excellent communication, negotiation, and objection‑handling abilities, particularly when engaging customers over the phone.
• Strong analytical and problem‑solving skills, with the ability to interpret performance data, identify trends, and translate insights into actionable improvement plans.
• Ability to balance direct customer engagement with team supervision and operational responsibilities in a fast‑paced, entrepreneurial environment.
• Proficiency in Microsoft Office applications, particularly Excel, alongside practical experience using CRM systems and outbound calling platforms.
• Comfortable using AI‑powered tools to support research, improve customer communication scripts, and enhance everyday productivity.
• Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining high service and performance standards.
• Previous experience in fintech, financial services, cryptocurrency, or another regulated industry is a significant advantage.
• Basic understanding of cryptocurrency and blockchain technologies, combined with a genuine interest in financial technology, is considered a plus.

Benefits:

• Competitive USD Salary: Attractive compensation paid consistently every month, regardless of your location.
• Performance‑Based Incentives: Additional financial rewards directly linked to individual achievements and overall team performance.
• Paid Annual Leave: 10 days of paid vacation per year.
• Public Holidays: Paid time off on all U.S. federal holidays.
• 100% Remote Work: Work from anywhere in Anywhere, provided you have a professional home‑working setup.
• Leadership and Career Development: Opportunity to lead, develop, and shape a customer retention team while strengthening your management expertise.
• High‑Growth Industry Exposure: Work within the rapidly evolving global fintech and cryptocurrency sector.
• Direct Business Impact: Take ownership of retention initiatives that directly contribute to customer engagement, recovered revenue, and business growth.
• Collaborative Culture: Join a supportive, high‑trust working environment that values initiative, accountability, and professional development.
• AI‑Enabled Work Environment: Opportunities to leverage modern AI tools to improve workflows, customer engagement, and operational efficiency.

How Jobgether works:

We use an AI‑powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top‑fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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