Customer Retention Manager

Job Title: Customer Retention Manager
Our Client:
We are hiring on behalf of a major household appliance organization that is focused on enhancing customer retention and streamlining contact center operations.
Principal Tasks and Responsibilities Include:

• Lead and manage relationships with external vendors supporting the contact center
• Monitor vendor performance, identify issues, and implement improvements
• Oversee billing processes and coordinate operational changes to ensure efficiency
• Develop and execute strategies to strengthen customer retention and satisfaction
• Collaborate with internal teams to support sales, service, and loyalty initiatives
• Track and report on key metrics, including financial performance, service standards, and customer satisfaction
• Analyze data and feedback to drive continuous improvement across operations

Qualifications and Pre-Requisites:

• Proven experience managing vendor relationships in a service or contact center environment
• Strong financial acumen, including budget, expense, and revenue management
• Excellent communication, collaboration, and problem-solving skills
• Ability to drive operational improvements and implement process enhancements
• Track record of achieving results in a fast-paced, dynamic environment
• Commitment to customer service excellence and loyalty initiatives

Additional Information or Perks:

• Compensation: $95,000-$105,000 plus performance-based bonuses
• Work schedule: 4 days on site per week in the 401/404 area
• Opportunity to work with a leading household brand and play a key role in operational excellence
• Exposure to cross-functional teams and initiatives
• Collaborative and supportive work environment