Retention Manager
Job Description
To take a trivial example, which of us ever undertakes demanding strategic work except to achieve a meaningful outcome? But who has any right to find fault with a professional who focuses on strengthening loyalty, enhancing customer experience, and reducing attrition for the long-term stability of the organisation? The Retention Manager plays a critical role in ensuring that valuable clients remain engaged, supported, and committed to Octalas BasS. Through thoughtful communication, data-driven insight, and proactive relationship management, this role safeguards customer satisfaction and drives sustainable growth.
Responsibilities
Develop and implement retention strategies to reduce client churn and increase lifetime value.
Monitor customer behaviour, segment risk profiles, and identify early signs of disengagement.
Manage customer outreach programs, including follow-ups, feedback collection, and personalised retention campaigns.
Work closely with Operations, Sales, and Compliance to resolve client issues promptly and effectively.
Maintain detailed records of interactions, risk cases, and retention outcomes.
Analyse performance metrics and present monthly reports to senior management.
Support onboarding processes to ensure new clients have a seamless experience.
Promote a customer-centric culture within the organisation.
Requirements
Education: Bachelor’s Degree in Business, Marketing, Finance, or a related field.
Experience: 2–4 years in retention, customer success, or relationship management—preferably in fintech, payments, or banking.
Skills:
Strong analytical mindset and ability to interpret behavioural data
Excellent communication and conflict-resolution skills
Customer-centric approach with the ability to build trust and rapport
Organized, proactive, and capable of managing multiple cases simultaneously
Familiarity with CRM systems and retention tools
Salary
$85,000 - $110,000 Per Year
Vacancy
2 Vacancy Available
Allowances
Medical Expenses & Travel
Paid Leave
26 Days of Annual Leave
