Customer Retention Supervisor

About the role

You will take ownership of customer reactivation, repeat transactions, and revenue recovery while remaining actively involved in outbound customer engagement. Combining hands-on leadership with strategic campaign management, you will develop effective retention processes, coach team members, and continuously improve customer conversion rates.

What you'll do

• Lead, supervise, and motivate a team of Customer Retention Specialists, establishing clear performance objectives, responsibilities, and accountability standards
• Conduct outbound customer calls personally to encourage repeat transactions, reconnect with inactive customers, and demonstrate effective retention techniques by example
• Develop, implement, and continuously improve standard operating procedures (SOPs), calling workflows, scripts, and training materials to strengthen team performance
• Organise daily outreach activities, manage agent schedules, and allocate campaign assignments to ensure efficient customer engagement
• Design and execute customer retention campaigns, including promotional offers, discount incentives, abandoned transaction follow-ups, and reactivation initiatives

What you need

• CRM
• SOP writing
• Sales
• MS Office
• Customer service
• Communication