Retentions Team Leader

Lead with Purpose, Retain with Impact

Here's your chance to enjoy a global career without sacrificing your personal time. Lead retention strategies in a supportive environment that values balance, allowing you to excel at work while still having the freedom to focus on what matters most after hours.

Job Description

As a Retentions Team Leader, you will lead a team to deliver exceptional customer retention results, implement strategic retention initiatives, and ensure service excellence. Your leadership will drive loyalty, reduce churn, and elevate the overall customer experience.

Job Overview

Employment type: Full-time

Shift: Day Shift

Work setup: Onsite, Makati (Hybrid after 6 months upon regularization)

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Visit: )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Minimum of 2 years' experience as a Team Leader in Retentions
• Proven ability to analyze data, interpret trends, and make informed decisions
• Strong communication and interpersonal skills to engage and influence teams
• Skilled in handling high-pressure situations and resolving conflicts effectively
• Customer-centric mindset with a strong focus on enhancing customer experience

Your Daily Tasks

Team Leadership & Development

• Supervise and motivate the retention team to meet performance targets
• Conduct regular coaching, mentoring, and performance reviews
• Foster a positive and productive team environment

Customer Retention Strategy

• Develop and implement strategies to improve customer loyalty
• Analyse customer behaviour and feedback to identify at-risk accounts
• Collaborate with other departments to align retention efforts and update retention processes

Performance Monitoring

• Track company and team OKRs such as churn rate, save rate, and customer satisfaction
• Generate and analyse reports to assess team and individual performance
• Take corrective actions when performance falls below expectations

Customer Interaction & Escalation Handling

• Handle complex or high-risk customer cases and escalations
• Ensure timely and effective resolution of customer concerns
• Maintain a customer-first approach in all interactions

Process Improvement

• Identify gaps in current retention processes and recommend improvements
• Implement best practices and innovative approaches to enhance customer experience

Reporting & Communication

• Provide regular updates to senior management on retention performance
• Communicate team goals, updates, and feedback clearly and consistently

About the Client

Our client is a leading telecommunications innovator committed to delivering exceptional connectivity, value, and service. With a strong focus on customer satisfaction, they provide tailored solutions that meet evolving needs while fostering lasting relationships. Their mission is to keep communities connected and businesses thriving.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra