Senior Retention Specialist – Growth & Engagement

Acquire Intelligence; Philippines; On-site; PHP 1,000,000 - 1,200,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Epic yearly events & rewards

Internal promotions & career growth

Paid time off: vacation and sick leave

Referral incentives

Job summary

hipages is seeking a senior Retention Specialist to protect and grow our tradie customer base. You will engage customers at risk of leaving, understand concerns, communicate value, and restore engagement while supporting collections when needed.

You will collaborate with Retention, Sales, Support, Collections, Product and Operations to resolve issues, improve the tradie journey, and hit KPIs. A proven track record in retention and strong communication are essential.

Qualifications

• Minimum 5+ years experience in sales, customer service, account management or customer retention.
• Minimum 3+ years experience in a high‑volume phone‑based retention, collections or customer support environment.
• Proven track record of achieving retention, sales, revenue and activity KPIs.
• Strong experience handling complex objections, complaints, escalations and cancellation conversations.
• Strong communication, rapport‑building, negotiation and de‑escalation skills.
• Strong commercial judgement with the ability to balance customer outcomes and business needs.
• Experience coaching, mentoring or supporting peers is highly regarded.
• Ability to identify customer trends and recommend practical process or coaching improvements.
• Experience using CRM systems such as Salesforce is highly regarded.

Responsibilities

• Meet and exceed daily, weekly and monthly KPIs and retention targets.
• Manage a high volume of inbound and outbound customer calls with at least 2.5 hours talk time daily.
• Handle complex cancellation, downgrade, renewal and collections conversations.
• Communicate value of hipages products and platform features to customers.
• Support collection conversations, including outstanding balances and payment options.
• Coach and mentor peers; provide side‑by‑side coaching and best‑practice conversations.
• Maintain accurate CRM notes and progression of issues to resolution.
• Identify recurring themes and propose process improvements to the Team Leader.

Skills

Retention

Sales targets

Customer service

CRM systems

Objection handling

Negotiation

Mentoring

Trend analysis

Tools

Salesforce

Job description

hipages is seeking a senior Retention Specialist to protect and grow our tradie customer base. You will engage customers at risk of leaving, understand concerns, communicate value, and restore engagement while supporting collections when needed.

You will collaborate with Retention, Sales, Support, Collections, Product and Operations to resolve issues, improve the tradie journey, and hit KPIs. A proven track record in retention and strong communication are essential.