Build the Retention Capability Powering One of Australia's Largest Media Audiences
In the subscription-driven media industry, customer loyalty does more than protect revenue-it supports the trusted content and digital experiences millions of people rely on every day.
As a Retention Team Leader, you will pioneer the frontline capability behind one of Australia's most influential media organizations, part of a diversified global media and information services group. Lead, train, and coach retention specialists to navigate complex customer conversations, strengthen subscriber relationships, and turn every save opportunity into measurable commercial value.
Through Emapta, you'll gain direct exposure to an enterprise-scale subscription business while building a stable global career supported by premium benefits, continuous development, and a Top 1% Talent employee experience.
Job Overview
- Employment Type: Full-Time
- Shift: Day Shift | Weekends Off
- Salary: Earn up to PHP100,000 (based on skills and experience)
- Work Setup: Onsite, Megatower, Ortigas
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
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Day shift schedule with fixed weekends off
- Salary Advance Program through banking partner
- 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
The Qualifications We Seek
- Minimum of 5 years of leadership experience within a high-performing sales and retention contact center
- Extensive hands-on experience in sales and retention training, coaching, and capability development
- Proven success in developing coaching programs that improve objection handling, customer saves, sales conversion, and agent confidence
- Experience supporting subscription-based businesses such as digital media, telecommunications, home delivery, or similar industries
- Strong track record of identifying capability gaps and implementing structured performance improvement plans
- Experience translating performance data into targeted coaching and commercial action plans
- Proficiency in CRM platforms such as Salesforce
- Excellent English communication and stakeholder management skills
Your Daily Tasks
People Leadership & Coaching
- Proven experience leading and motivating sales and retention teams to improve conversion and save rates.
- Strong coaching capability in objection handling, agent confidence, and complex retention conversations.
- Experience managing performance gaps through structured remediation plans.
Operational Excellence
- Strong track record managing Save Rate, Sales Conversion, Weekly Active Usage (WAU), and Churn.
- Skilled in using dashboards and performance data to identify trends, address revenue risks, and optimize queues.
- Knowledge of Australian standards, operational requirements, and internal compliance policies.
Customer Management
- Experience handling escalated concerns and delivering service recovery focused on customer retention and subscription value.
- Ability to turn complex service issues into retention opportunities, identify root causes, and use customer insights to improve loyalty and satisfaction.
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 winner of Inspiring Workplaces Australasia 2026, 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!
