Position Title: Manager, Customer Retention Length of Contract: 2 years (Possible extension) Physical Working Location: Toronto – Hybrid 3 days in office; Tuesday, Thursday are set. Friday rotates every other week. 7.5 hours per day
Description: Manager, Customer Retention This role is best suited for candidates with a strategy and execution background and those who have previously owned a product mandate, not solely marketing or campaign execution. Reporting to the Senior Manager, Customer Retention, this role is responsible for supporting the execution and continuous improvement of the customer retention strategy. The Manager will lead retention initiatives, coordinate cross-functional partners, and leverage customer insights to improve engagement and reduce attrition. Working closely with analytics, marketing, product, technology, and frontline teams, this role will help translate retention objectives into actionable programs, tools, and frontline practices that drive measurable business outcomes. Success will be defined by successful delivery of retention initiatives, adoption of retention practices, improved customer engagement, and measurable contributions toward reducing customer attrition.
What You'll Own Retention Program Execution • Support the execution of the customer retention strategy through the delivery of retention-focused initiatives, campaigns, and process improvements. • Partner with analytics teams to better identify at-risk customers and develop proactive targeted engagement to retain them before. • Manage retention program roadmaps, timelines, and stakeholder deliverables.
Retention Insights and Optimization • Analyze customer attrition trends, retention performance, and engagement metrics to identify opportunities for proactive outreach to customers. • Translate data-driven insights into practical recommendations and actions for frontline teams and business partners. • Monitor program effectiveness and recommend enhancements to improve retention outcomes.
Frontline Enablement • Maintain and evolve customer retention tools, playbooks, collateral, and supporting materials. • Partner with regional and branch leaders to encourage adoption of retention best practices and customer engagement activities. • Support change management efforts related to new retention initiatives, tools, and processes
Cross-Functional Collaboration • Coordinate with marketing, analytics, technology, product, and frontline teams to ensure successful delivery of retention initiatives. • Facilitate working sessions, provide project updates, and help resolve execution challenges across stakeholders. • Contribute to governance forums by preparing reporting, insights, and recommendations.
Best Practice Identification • Identify successful retention practices across markets and channels. • Support the sharing and scaling of effective customer retention approaches and lessons learned.
What Success Looks Like • Successful delivery of key retention initiatives and program milestones. • Increased adoption of retention tools, processes, and playbooks. • Improved identification and engagement of at-risk customers. • Clear reporting of retention performance metrics and leading indicators. • Demonstrated contribution to reductions in customer attrition. • Strong stakeholder engagement and partnership across functions.
Experience Required • Experience supporting customer retention, customer lifecycle management, customer engagement, or growth initiatives within a customer-focused organization. • Proven ability to manage complex projects involving multiple stakeholders. • Experience translating customer insights and data into actionable business recommendations. • Ability to influence and collaborate across teams without direct authority. • Strong communication, stakeholder management, and presentation skills. • Experience supporting change management and adoption of new processes, tools, or initiatives. • Strong attention to detail and ability to manage multiple priorities simultaneously.
Skills & Qualifications • 5+ years of experience in customer retention, customer strategy, consulting, customer experience, or related fields. • Experience in financial services, banking, fintech, or other customer-centric industries preferred. • Strong analytical and problem-solving skills. • Experience working with customer performance metrics, segmentation, and retention reporting. • Excellent verbal and written communication skills. • Proficiency with PowerPoint and Excel. • Experience working in matrixed organizations. • Bachelor's degree required; Master's degree considered an asset.
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.The pay rate for this position is C$47.00/hr.
