Retention Head

Emapta Global; Metro Manila; On-site; PHP 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Hybrid work arrangement

Office in Ortigas

Salary Advance Program

Upskilling through Emapta Academy

Office gyms access

Lifestyle perks

Referral incentives

20 annual leaves

Mentorship & global exposure

Diverse work environment

Job summary

News Corp Australia, in collaboration with Emapta, seeks a Retention Head to establish and lead the Manila team focused on turning customer intelligence into stronger loyalty, longer subscriber tenure, and protected revenue. You’ll work with Australian leaders on commercially significant decisions and gain global leadership visibility within a top-tier workplace.

You will shape retention strategies, oversee large-scale campaigns, and drive digital transformation using Genesys, Salesforce, Power

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 and multi-tiered customer save teams within high-volume subscription businesses.
• Experience supporting Australian customers and developing targeted retention strategies using demographic, geographic, and behavioral insights.
• Proficient in Genesys, Salesforce, Power BI, Excel, Google Workspace, and knowledge management platforms.
• Expert in VOC, churn, customer behavior, and operational analytics to identify risks and develop measurable re-engagement strategies.
• Strong track record leading large-scale transformation or growth initiatives that improve retention, loyalty, and business resilience.
• Commercially driven, with experience optimizing customer lifetime value, subscriber profitability, engagement, and active usage.

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.
• Own retention KPIs, including Save Rate, Subscriber Tenure, Weekly Active Usage, Customer Experience, Quality Assurance, and SLAs.
• Identify churn risks and retention opportunities, implementing proactive customer save interventions.
• Optimize operational costs and retention budgets while maintaining customer experience and employee engagement.
• Build a high-performance culture centered on retention, accountability, continuous learning, and operational excellence.
• Lead recruitment, succession planning, and development for retention specialists and leadership teams.
• Coach leaders, strengthen employee engagement and recognition, and improve team performance.
• Promote commercial awareness, empowerment, and ownership across the retention organization.
• Build strong partnerships with Australian executives and cross-functional leaders.
• Lead business reviews covering retention performance, customer engagement, and subscriber value growth.
• Partner with learning and knowledge teams to strengthen retention and negotiation capabilities.
• Ensure frontline customer insights inform product, pricing, and retention strategies.
• Ensure compliance with regulatory requirements, company policies, and service standards.
• Identify and mitigate operational, reputational, and customer retention risks.
• Maintain governance frameworks for customer save quality and subscriber re-engagement.
• Lead root-cause analysis and continuous improvement initiatives addressing customer churn.
• Promote ethical, transparent, and customer-focused retention practices.
• Pioneer opportunity to build a high-performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Transition to Hybrid work arrangement
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to office gyms with a trainer
• Exclusive Emapta Lifestyle perks
• Unlimited opportunities for employee referral incentives
• Standard government and Emapta benefits
• Total of 20 annual leaves (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

Skills

Senior operations leadership

Retention strategy design

Customer save operations

Australian customer support

GTM tools knowledge

Tools

Genesys

Salesforce

Power BI

Excel

Google Workspace

Knowledge management

Job description

Build the Retention Benchmark for Award-Winning Global Media

Build what others will one day benchmark. News Corp Australia brings award-winning journalism and internationally recognized media innovation to millions of audiences, combining trusted content with evolving digital and subscription experiences. As Retention Head, you'll establish the pioneer Manila team that turns customer intelligence into stronger loyalty, longer subscriber tenure, and protected revenue. Work alongside Australian leaders on commercially significant decisions. Through Emapta, gain global leadership visibility, premium benefits, career longevity, and continuous development within an award-winning Top 1% workplace.

Job Overview

• Employment Type: Full-time
• Shift: Day Shift, flexible and open to weekends, holidays, and overtime
• Work Setup: Onsite, Ortigas (transition to Hybrid setup)

The Qualifications We Seek

Leadership & Retention Expertise

• 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 and multi-tiered customer save teams within 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.

Analytics & Commercial Acumen

• Expert in VOC, churn, customer behavior, and operational analytics to identify risks and develop measurable re-engagement strategies.
• Strong track record of leading large-scale transformation or growth initiatives that improve retention, loyalty, and business resilience.
• Commercially driven, with experience optimizing customer lifetime value, subscriber profitability, engagement, and active usage.

Leadership Profile

• Strategic, customer-focused leader who can build and execute a long-term retention vision.
• Engaging people leader skilled in developing talent, strengthening culture, and aligning teams with commercial goals.
• Curious, innovative, and committed to continuous improvement, data-driven decisions, customer loyalty, and revenue protection.

Your Daily Tasks

Strategic Leadership & Vision

• 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.

Operational Excellence & Performance

• Own retention KPIs, including Save Rate, Subscriber Tenure, Weekly Active Usage, Customer Experience, Quality Assurance, and SLAs.
• Identify churn risks and retention opportunities, implementing proactive customer save interventions.
• Optimize operational costs and retention budgets while maintaining customer experience and employee engagement.

Culture, Engagement & People Leadership

• Build a high-performance culture centered on retention, accountability, continuous learning, and operational excellence.
• Lead recruitment, succession planning, and development for retention specialists and leadership teams.
• Coach leaders, strengthen employee engagement and recognition, and improve team performance.
• Promote commercial awareness, empowerment, and ownership across the retention organization.

Stakeholder & Cross-Functional Partnership

• Build strong partnerships with Australian executives and cross-functional leaders.
• Lead business reviews covering retention performance, customer engagement, and subscriber value growth.
• Partner with learning and knowledge teams to strengthen retention and negotiation capabilities.
• Ensure frontline customer insights inform product, pricing, and retention strategies.
• Ensure compliance with regulatory requirements, company policies, and service standards.
• Identify and mitigate operational, reputational, and customer retention risks.
• Maintain governance frameworks for customer save quality and subscriber re-engagement.
• Lead root-cause analysis and continuous improvement initiatives addressing customer churn.
• Promote ethical, transparent, and customer-focused retention practices.
• Pioneer opportunity to help build a high-performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Transition to Hybrid work arrangement
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.