Curation and Suspension Lead

15 hours ago

Taguig, National Capital Region, Philippines iOPEX Technologies Philippines Inc. Full time ₱900,000 - ₱1,200,000 per year

About the Role:

A Suspension & Curation Lead plays a critical role in driving customer retention, revenue recovery, and reactivation by managing and curating suspended or at-risk accounts. This role combines data-driven outreach strategies, customer engagement, and cross-functional collaboration to win back churned or paused clients and optimize account health.

Key Responsibilities:

Account Suspension Management:


• Oversee and manage all suspended, inactive, or churn-risk customer accounts.


• Investigate root causes for suspension (payment issues, service dissatisfaction, lack of engagement, etc.)


• Build playbooks and workflows for handling suspended accounts across multiple tiers.

Customer Curation & Retention:


• Develop personalized curation strategies to re-engage inactive or at-risk customers.


• Leverage data insights (usage trends, engagement scores, NPS, etc.) to tailor communication.


• Collaborate with Sales & Success teams to design retention and renewal offers.

Sales & Renewals Collaboration:


• Partner with Account Managers and Renewals Specialists to convert suspended accounts into active customers.


• Track renewals cycles and proactively intervene before contract expiry or renewal drop-off.


• Provide inputs on pricing strategies, discounts, or value-added services to drive reactivation.

Cross-Functional Coordination:


• Work closely with billing, legal, product, and customer support to resolve account holds or policy issues.


• Act as voice of the customer to internal teams to drive service or product enhancements.

Required Skills & Qualifications:


• Bachelor's degree in Business, Marketing, Communications, or related field.


• Renewals and experience in suspension management under Sales account is a must.


• Proven success in customer retention, reactivation, or churn prevention roles.


• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.


• Ability to identify and resolve complex problems, both curatorial and technical.


• Familiarity with tools such as Excel, Power BI, Powerpoint or Google Analytics.


• Excellent communication and negotiation skills.


• Proficiency in CRM Tools (e.g. Salesforce, HubSpot), spreadsheets, and analytics platforms.

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