Protect Revenue. Extend Subscriber Loyalty. Shape Retention Excellence.
- Employment Type: Full-time
- Shift: Day Shift, flexible and open to weekends, holidays, and overtime
- Work Setup: Onsite, Ortigas (transition to Hybrid setup)
Job Summary
Customer retention has become one of the most important growth drivers in media and subscription businesses today. The Retention Director will oversee customer saves, subscriber engagement, sales optimization, and retention performance across a large-scale contact center operation. Collaborate with senior Australian stakeholders, champion customer loyalty initiatives, and enjoy a rewarding long-term career supported by Emapta's top 1% talent experience.
The Qualifications We Seek
Leadership & Retention Expertise
- Minimum of 7+ years of senior leadership experience (Head of or Director level) specifically driving subscriber retention, revenue protection, sales, and upsell campaigns.
- Experience supporting Australian customers, with the ability to leverage demographic, geographic, and customer behavior insights to develop targeted retention, customer save, and subscriber loyalty strategies, is highly preferred.
- Proven ability to design and execute value-added sales and retention strategies within high-volume, subscription-based businesses such as telecommunications, fibre internet, home delivery, or similar industries.
- Proven experience managing multi-tiered retention teams and scaling customer saves functions to achieve subscriber tenure, save rate, and revenue protection goals.
- Proficiency in Genesys, Salesforce, Power BI, Excel, Google Workspace, and knowledge management platforms.
Analytics, Customer Experience & Commercial Acumen
- Expert-level capability in customer experience analytics and operational data, utilizing Voice of Customer (VOC), churn analytics, and customer behavior insights to identify retention risks and develop measurable re-engagement strategies.
- Strong track record of leading large-scale operational transformation or growth initiatives that significantly improve retention performance, customer loyalty, and business resilience.
- Demonstrated commercial acumen with experience optimizing customer lifetime value (LTV), retention campaigns, and subscriber profitability.
Leadership Profile
- Strategic pioneer capable of building, scaling, and executing a long-term retention vision.
- Deeply customer-focused leader committed to delivering exceptional customer experiences and loyalty outcomes.
- Highly engaging people leader who creates strong cultures, develops talent, and aligns operational teams with commercial objectives.
- Naturally curious and passionate about continuous improvement, innovation, and data-driven decision-making.
- Value creator who consistently enhances customer engagement and weekly active usage to reduce churn risk.
- Subscriber retention advocate who protects revenue through world-class customer save capabilities.
Your Daily Tasks
Strategic Leadership & Vision
- Define and execute the strategic roadmap for the Manila contact center, focusing on measurable retention and sales outcomes including save rate, weekly active usage, subscriber tenure growth, and subscriber acquisition.
- Establish clear performance expectations and accountability frameworks for Team Leaders and Team Coaches.
- Lead the development of advanced retention capability frameworks, workforce planning initiatives, and succession strategies.
- Champion digital transformation and innovation through technologies such as Genesys, Salesforce, Power BI, and knowledge management platforms.
- Represent the Manila operation in strategic discussions and influence subscriber offer strategies, customer value propositions, and long-term retention initiatives.
Operational Excellence & Performance Management
- Own end-to-end accountability for retention-focused KPIs including Save Rate, Subscriber Tenure, Weekly Active Usage (WAU), Customer Experience metrics, Quality Assurance performance, and Service Level Agreements.
- Identify churn risks and customer retention opportunities while implementing proactive interventions.
- Drive cost efficiency and retention budget performance while balancing customer experience and employee engagement.
Culture, Engagement & People Leadership
- Build and sustain a high-performance culture focused on customer retention, accountability, continuous learning, and operational excellence.
- Lead recruitment, succession planning, and development strategies for retention specialists and leadership teams.
- Champion employee engagement, recognition, and retention initiatives.
- Mentor and coach leaders to improve team performance and retention outcomes.
- Foster a culture of commercial awareness, empowerment, and ownership across the retention organization.
Stakeholder Management & Cross-Functional Partnership
- Build strong relationships with Australian executives and cross-functional business leaders.
- Facilitate business reviews focused on retention performance, customer engagement, and subscriber value growth.
- Partner with learning and knowledge teams to enhance retention capability and negotiation effectiveness.
- Ensure frontline customer insights influence product development, pricing strategies, and retention programs.
Compliance, Risk & Governance
- Ensure compliance with all regulatory requirements, policies, and service standards.
- Identify and mitigate operational, reputational, and customer retention risks.
- Maintain governance frameworks focused on customer save quality and subscriber re-engagement effectiveness.
- Lead root-cause analysis and continuous improvement initiatives related to customer churn.
- Promote ethical, transparent, and customer-centric retention practices.
Exciting Perks Await!
- Pioneer opportunity to help build a high-performing team from the ground up
- Competitive Salary Package
- Day 1 HMO coverage with free dependent
- Transition to Hybrid work arrangement
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Day shift schedule
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
Join the Top 1% Talent. A better career. A better life.
At Emapta Philippines, careers are built with intention. Work with global clients, gain exposure to world-class standards, and grow in an environment designed for long-term success. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in the 2026 Inspiring Workplaces Awards Asia, Emapta stands among the region's most respected employers, committed to empowering talent through stability, opportunity, and continuous development.
Step into a career that moves with you. Apply today!
