Job Description
The Team Lead – Retention & Loyalty Specialist plays a critical leadership role within the Retention function, responsible for guiding, coaching, and driving high performance among a team of Retention & Loyalty Specialists. This role is central to protecting recurring revenue and improving customer lifetime value by ensuring consistent, high-quality execution of save, retention, and customer advocacy strategies.
The Team Lead serves as a people manager, performance driver, and operational steward, ensuring both customer outcomes and business goals are met.
Responsibilities
- Lead, coach, and develop a team of Retention & Loyalty Specialists handling inbound cancellation, downgrade, and save requests on different customer contact channels – Voice, Chat and Email.
- Provide regular performance coaching focused on consultative selling techniques, objection handling, value reinforcement, and negotiation skills.
- Conduct performance reviews, go...