Drive the enterprise retention strategy and proactive programs to reduce churn and maximize LTV across segments.

• Define and own the enterprise retention strategy, churn targets, and roadmap
• Lead evolution from reactive save models to proactive, predictive retention programs
• Identify and size churn drivers and LTV impact across segments, markets, and customer journeys
• Translate insights into clear retention playbooks across: Save and cancel interactions, Winback strategies, Proactive outreach programs
• Leverage data and analytics to identify churn drivers, develop targeted remediation strategies, and enable trigger-based interventions
• Support Loyalty Operations (save desk) with strategy, alignment on priorities and offers, and structured feedback loops
• Partner with Marketing to develop and optimize retention and winback offers and campaigns
• Lead A/B testing and test-and-learn frameworks to improve performance
• Establish governance and performance tracking for retention initiatives