Customer Retention Manager

Overview

Dexian is seeking an experienced Customer Retention Manager for a 24-month contract based in downtown Toronto. This role focuses on designing and improving customer retention strategies to boost engagement, reduce churn, and drive business growth. The manager will collaborate closely with cross-functional teams including Analytics, Product, Marketing, Technology, and Operations to implement retention programs that align with company goals.

Key Duties

• Lead execution of customer retention strategies and oversee related programs and process enhancements.
• Manage project plans, timelines, and coordination among various teams to ensure deliverables are met on schedule.
• Work with analytics to identify customers at risk of attrition and develop targeted intervention initiatives.
• Analyze customer data to understand retention trends and generate actionable insights to improve outcomes.
• Maintain and update retention resources such as playbooks, training materials, and communication collateral to support frontline teams.
• Foster adoption of retention best practices through stakeholder engagement and change management support.
• Facilitate collaboration across departments, lead meetings, provide project updates, and resolve issues impacting program delivery.
• Prepare and present retention program reports, business insights, and governance materials.
• Identify and disseminate successful retention methods across teams and markets to optimize customer loyalty efforts.

Required Qualifications & Skills

• Bachelor's degree required; Master's degree is a plus.
• At least 5 years of relevant experience in customer retention, strategy, experience, consulting, or product-related roles.
• Proven ability to manage complex, cross-functional projects.
• Strong analytical capabilities and experience translating insights into business actions.
• Excellent stakeholder management, communication, and presentation skills.
• Expertise in customer retention strategy, customer lifecycle and engagement programs, CX, project and change management.
• Proficient in customer analytics, segmentation, and performance reporting using Excel and PowerPoint.

Preferred Experience

• Background in financial services, banking, or FinTech industries.
• Experience in product management or product ownership.
• Knowledge of customer growth strategies and journey optimization.
• Familiarity with consulting roles and matrix organizational structures.
• Experience working with frontline sales or service teams and scaling enterprise retention programs.

Soft Skills

• Strategic thinking and problem solving.
• Relationship building and ability to influence without formal authority.
• Collaboration, organizational skills, attention to detail, and adaptability.
• Effective communication and presentation abilities.

Work Details

This position requires working onsite in downtown Toronto, Monday to Friday from 9:00 AM to 5:00 PM for a duration of 24 months.

Company Information

Dexian is a leading staffing and IT workforce solutions provider with a global presence and over 12,000 employees. Established in 2023 from a merger, it offers a comprehensive platform connecting talent, technology, and organizations to facilitate impactful results across various industries. Dexian is an Equal Opportunity Employer committed to inclusive hiring practices.