Global Retention Lead — Subscriptions & Growth

Emapta; Metro Manila; On-site; PHP 2,500,000 - 5,000,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Hybrid work arrangement

Office in Ortigas

Salary package

Upskilling via Emapta Academy

Gym access

Employee referrals

20 annual leaves

Job summary

Emapta Philippines is seeking a Retention Head to establish and lead the Manila team focused on turning customer intelligence into stronger loyalty, longer subscriber tenure, and revenue protection. You’ll work with Australian leaders on strategic and commercial decisions to drive retention and profitability.

The role requires 7+ years in senior operations leadership, expertise in high-volume subscription retention, and proficiency with Genesys, Salesforce, Power BI, Excel, and knowledge

Qualifications

• 7+ years of senior operations leadership experience managing large-scale subscriber retention, revenue protection, sales, and upsell campaigns.
• Proven success designing and scaling retention strategies in high-volume subscription businesses such as telecommunications, fibre internet, or home delivery.
• Experience supporting Australian customers and developing targeted retention strategies using demographic, geographic, and behavioral insights is highly preferred.
• Proficient in Genesys, Salesforce, Power BI, Excel, Google Workspace, and knowledge management platforms.

Responsibilities

• Define and execute the Manila contact center strategy to improve save rates, active usage, subscriber tenure, acquisition, and sales.
• Set clear performance expectations and accountability frameworks for Team Leaders and Team Coaches.
• Develop retention capability frameworks, workforce plans, and succession strategies.
• Drive digital transformation using Genesys, Salesforce, Power BI, and knowledge management platforms.
• Represent Manila in strategic discussions on subscriber offers, customer value propositions, and long-term retention initiatives.

Skills

Retention leadership

Churn analytics

Customer lifecycle

Data-driven decisions

Tools

Genesys

Salesforce

Power BI

Excel

Google Workspace

Knowledge management platforms

Job description

Emapta Philippines is seeking a Retention Head to establish and lead the Manila team focused on turning customer intelligence into stronger loyalty, longer subscriber tenure, and revenue protection. You’ll work with Australian leaders on strategic and commercial decisions to drive retention and profitability.

The role requires 7+ years in senior operations leadership, expertise in high-volume subscription retention, and proficiency with Genesys, Salesforce, Power BI, Excel, and knowledge