Retention Team Leader: Lead & Elevate Subscriptions

Emapta Global; Metro Manila; On-site; PHP 1,015,560 - 1,216,440; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Prime office location in Ortigas

Day shift with fixed weekends off

Salary Advance Program

Unlimited upskilling through Emapta Ac

Free 24/7 gym access and trainer

Exclusive Emapta Lifestyle perks

Employee referral incentives

Government and Emapta benefits

20 annual leaves (5 convertible to cas

Job summary

Emapta Philippines is recruiting a Retention Team Leader to build and lead a high-performing retention front-line capability. You will train and coach specialists to turn saves into commercial value, while managing metrics like save rate, sales conversion, and churn across a global subscription business.

The role emphasizes leadership, coaching, and data-driven decision making, with a day shift and strong growth opportunities within Emapta's premium benefits ecosystem.

Qualifications

• Minimum of 5 years of leadership experience within sales and retention contact centers.
• Hands-on experience in sales and retention training, coaching, and capability development.
• Proven success developing coaching programs to improve objections, saves, conversions, and agent confidence.
• Experience supporting subscription-based businesses such as digital media or similar industries.
• Strong track record identifying capability gaps and implementing performance improvement plans.
• Experience translating performance data into targeted coaching and commercial action plans.
• Proficiency in CRM platforms such as Salesforce.

Responsibilities

• Lead and coach sales and retention teams to improve conversion and saves.
• Develop coaching for objection handling and agent confidence.
• Address performance gaps with remediation plans.
• Manage Save Rate, Sales Conversion, WAU, and churn metrics.
• Use dashboards and data to identify trends, address revenue risks, and optimize queues.
• Ensure compliance with Australian standards and internal policies.
• Handle escalated concerns and drive service recovery focusing on retention.
• Turn complex service issues into retention opportunities using customer insights.

Skills

Leadership experience

Sales & retention training

Coaching & capability development

Performance data coaching

CRM proficiency

English communication

Stakeholder management

Tools

Salesforce

Job description

Emapta Philippines is recruiting a Retention Team Leader to build and lead a high-performing retention front-line capability. You will train and coach specialists to turn saves into commercial value, while managing metrics like save rate, sales conversion, and churn across a global subscription business.

The role emphasizes leadership, coaching, and data-driven decision making, with a day shift and strong growth opportunities within Emapta's premium benefits ecosystem.