Senior Retention Strategy & Operations Lead

Liberty of Puerto Rico; San Germán (PR); On-site; USD 120,000 - 180,000; Full time

Job summary

Liberty Puerto Rico seeks a Senior Manager, Retention Operations & Strategy to define and lead the customer retention strategy for its B2C portfolio. You will oversee day-to-day retention operations, drive churn reduction, and protect revenues while managing retention platforms and cross-functional initiatives.

You will partner with Commercial, Care, Technology, Digital, Analytics, and Customer Experience teams to maximize customer recovery, loyalty, and value.

Qualifications

• 7–9 years of analytics, commercial strategy, or customer management experience.
• Fully bilingual (Spanish and English).
• Proven experience leading customer retention, loyalty, or customer lifecycle management strategies in B2C environments.
• Experience working with data analytics, customer segmentation, and data-driven decision making.
• Experience collaborating cross-functionally with commercial, operational, and technology teams.
• Experience in telecommunications or Customer Care service industries is desirable.

Responsibilities

• Define and lead the end-to-end retention and customer protection strategy for the company’s B2C customer base across the service portfolio.
• Design and implement retention plans to maximize customer recovery and loyalty while minimizing reliance on discounts.
• Develop loyalty, win-back initiatives, and personalized offers to strengthen retention.
• Lead retention call center operations and ensure achievement of retention targets and customer satisfaction.
• Oversee retention channels, budgets, and vendor/partner performance with SLAs and continuous improvement.
• Own retention platforms/tools configuration, adoption, and optimization.
• Drive improvements in cancellation, save, and win-back journeys through automation and process enhancements.
• Partner with Technology, Digital, and Analytics to prioritize platform enhancements.
• Lead, coach, and develop retention teams to a high-performance culture.

Skills

Customer retention

Data analytics

Stakeholder management

Leadership

Education

Bachelor’s degree in business administration, Engineering, Economics, Marketing, or related field

Job description

Liberty Puerto Rico seeks a Senior Manager, Retention Operations & Strategy to define and lead the customer retention strategy for its B2C portfolio. You will oversee day-to-day retention operations, drive churn reduction, and protect revenues while managing retention platforms and cross-functional initiatives.

You will partner with Commercial, Care, Technology, Digital, Analytics, and Customer Experience teams to maximize customer recovery, loyalty, and value.