Director of Customer Retention - Remote

Overview

The Director of Customer Retention is a strategic leader responsible for shaping the vision and execution of enterprise-wide retention initiatives. This role oversees multiple teams and leaders, driving innovation and transformation in how the organization retains and engages customers. The Director partners with senior executives across Customer Experience, Digital Strategy, Product, and Operations to align retention strategies with broader business goals. This role is accountable for delivering measurable improvements in customer loyalty, operational efficiency, and long-term value.

In Short

• Set the strategic direction for customer retention across the enterprise, aligning with business growth and customer experience goals.
• Lead a multi-layered organization, including Directors, Managers, and frontline teams, to execute retention strategies at scale.
• Drive cross-functional collaboration to integrate retention into product design, service delivery, and digital experiences.
• Oversee the development and deployment of tools, analytics, and technologies that enable proactive and personalized retention efforts.
• Serve as a key voice in executive forums, providing insights and recommendations based on customer data and market trends.
• Lead change management efforts to embed a retention-first mindset across the organization.
• Manage large-scale budgets and resource planning to support strategic initiatives.
• Champion diversity, equity, and inclusion within the retention organization.

Requirements

• Proven experience in customer retention strategies.
• Strong leadership skills with experience managing cross-functional teams.
• Expertise in analytics and data-driven decision making.
• Ability to drive organizational change and foster a retention-first culture.
• Experience in budget management and resource planning.
• Commitment to diversity, equity, and inclusion.

Benefits

• Opportunity to shape customer retention strategies at an enterprise level.
• Collaborative work environment with cross-functional teams.
• Leadership role with opportunities for professional growth.
• Impactful role that contributes to customer loyalty and business success.