Retention Lead

Job offer

We are seeking a strategic and customer-focused Retention Manager to join our Customer Success Team.

In this role, you will be responsible for designing and executing retention strategies that drive customer satisfaction, reduce churn, and increase customer lifetime value. You will work cross-functionally with Customer Success, Sales Operations, Marketing, Sales, and Product teams to understand customer needs and proactively address issues before they escalate.

The Retention Manager plays a pivotal role in managing the organization's customer retention strategy across Eurowag operations. Acting as the strategic link between local sales and customer success efforts and the overarching corporate retention goals, the Retention Manager ensures consistency, quality, and impact in retention practices across all branches. · The purpose of this position is to contribute to: § the cooperation of the central Customer Success and local Customer Retention units § the Customer success efficiency to increase customer lifetime value, satisfaction, loyalty, retention, and reduce churn

Key Responsibilities

Helps to create Customer retention processes, operating model, and align with other parts of the organization to deliver Customer retention effectiveness at scale, with daily communication with CC teams across Europe.

Responsible for the measurement, reporting, analysis, and getting insights to improve the CC process and results.

Customer Retention Strategy Development

• Design and implement global customer retention strategies tailored to regional markets.
• Analyze customer lifecycle data to identify churn risks and retention opportunities.
• Collaborate with marketing, product, and sales teams to align retention strategies with business goals

Data-Driven Retention Insights

• Monitor customer behavior metrics (e.g., usage patterns, support tickets, satisfaction scores).
• Use data analytics tools to segment customers and develop personalized retention campaigns.
• Create dashboards and reports to track retention KPIs such as churn rate, NPS, and CLTV.

Customer Engagement & Relationship Management

• Oversee lifecycle programs such as onboarding, training, and renewal reminders.
• Implement feedback loops to capture and act on customer concerns and improvement suggestions.
• Support local Customer Success teams in high-touch engagement efforts for key accounts.

Localization and Regional Adaptation

• Coordinate with local branches to adapt retention initiatives to fit regional norms, languages, and expectations. Ensure compliance with local regulations affecting customer communication and data usage.
• Facilitate knowledge sharing between countries to propagate best practices.

Team Leadership and Coordination

• Colaborate with regional retention teams or collaborate with local Customer Success Managers.
• Conduct regular training and workshops to upskill teams on retention tools and techniques.
• Align cross-functional teams on goals related to renewals, upsells, and satisfaction.

Tool and Process Optimization

• Evaluate and implement customer success platforms.
• Develop automation workflows for customer journeys, escalations, and renewal prompts.
• Continuously refine processes based on feedback, performance metrics, and customer input.

Escalation and Risk Management

• Identify high-risk customers and coordinate intervention plans.
• Serve as the point of contact for escalated retention issues across regions.
• Maintain a playbook for handling different churn scenarios, tailored to customer segments and geographies.

Key measurable activities with KPIs, reporting

• Monitor projects’ delivery in time, scope, quality and budget dimensions.
• Regular and precise reporting to management.

Qualifications

• Master’s degree or advanced degree
• Minimum of 5 years of business experience in Sales operations/Customer Success/Retention roles.
• Proven track record of achieving both sales and customer experience results.
• Fluent Czech/Slovak and English.
• One more language of the EU at a business professional level is a plus.
• Previous experience in logistics, transportation, or financial technology is a plus. · Proficiency in CRM tools (e.g. MS Dynamics, Salesforce, HubSpot) and customer success platforms.
• Familiarity with customer segmentation needed, cohort analysis, and predictive modelling as a plus
• Other skills and competencies
• Exceptional written, oral communication and presentation skills
• Excellent analytical skills and structured approach
• Active and effective approach to complex problem resolution and a customer-first mindset
• Responsibility, accountability, and effective time management
• Ability to perform in a multicultural environment

WHY JOIN US?

At Eurowag Group, we value our employees' well-being and professional growth.

EW is diverse, disruptive and still evolving; we choose newcomers not only by skill but also by whether they can be real colleagues through shared values. What's more, you will have an opportunity to influence the direction of our company through your ideas.

WE TAKE GOOD CARE OF PEOPLE, AND OUR BENEFITS ARE PERFECT PROOF OF THAT:

*Work-Life Balance

• Flexible working hours with the option for a regular home office
• 5 weeks of holidays
• 3 health days per year
• 1 extra day off (Founder's Day)

*Benefits Package

• Fresh orange juice every day
• Choose your benefits from our flexible benefits scheme, including options like meal voucher cards, pension contributions, and more, up to 1000 EUR
• You can enjoy sports and wellness with us thanks to a multi-sport card.

*Rewards & Development

• Referral Rewards through our 'Go Far' scheme
• Access to Coursera.org with over 5,000 courses for skill development
• A bonus scheme based on your performance

*Supportive Environment

• A company phone and laptop
• Paid leave for volunteering towards a good cause or charity of your choice
• Access to products our customers love
• Free, anonymous psychological counseling with experts for mental health support

*Modern Workplace

• Modern office with adjustable standing desks
• Relaxation rooms and a summer terrace
• On-site company restaurant with discounted menus and a daily contribution of 60 CZK in the canteen
• Dog-friendly office
• a fully equipped kids' corner

*Community & Well-Being

• Philanthropy project
• Informal gatherings and team events outside office hours

*Diversity & Inclusion

Eurowag Group is committed to fostering a diverse and inclusive workplace where all employees, regardless of gender or cultural background, are valued and supported. Our inclusive recruitment practices ensure a level playing field, eliminating bias and opening doors for everyone.