Retentions Team Leader

Retentions Team Leader | Onsite | Makati | Day Shift | Day 1 HMO

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 (possible hybrid based on performance after probation)

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 of experience in a team leader retention role
• Strong analytical skills with the ability to interpret data and make informed decisions
• Excellent communication and interpersonal skills
• Ability to handle high-pressure situations and resolve conflicts effectively
• A customer-centric mindset with a passion for improving customer experiences

Your Daily Tasks

1. Team Leadership & Development

2. Supervise and motivate the retention team to meet performance targets

3. Conduct regular coaching, mentoring, and performance reviews

4. Foster a positive and productive team environment

5. Customer Retention Strategy

6. Develop and implement strategies to improve customer loyalty

7. Analyse customer behaviour and feedback to identify at-risk accounts

8. Collaborate with other departments to align retention efforts and update retention processes

9. Performance Monitoring

10. Track company and team OKRs such as churn rate, save rate, and customer satisfaction

11. Generate and analyse reports to assess team and individual performance

12. Take corrective actions when performance falls below expectations

13. Customer Interaction & Escalation Handling

14. Handle complex or high-risk customer cases and escalations

15. Ensure timely and effective resolution of customer concerns

16. Maintain a customer-first approach in all interactions

17. Process Improvement

18. Identify gaps in current retention processes and recommend improvements

19. Implement best practices and innovative approaches to enhance customer experience

20. Reporting & Communication

21. Provide regular updates to senior management on retention performance

22. 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

Job Type: Full-time

Pay: Php40, Php45,000.00 per month

Application Question(s):

• Are you open to working at both our Ayala Makati and Ortigas locations?
• Would you be okay working fully onsite for the first three months, with the possibility of moving to a hybrid setup afterward?

Experience:

• Retention Team Lead: 2 years (Required)

Work Location: In person