Lead the Retention Engine Behind Millions of Subscriber Relationships
At enterprise scale, customer retention is more than an operational metric-it is a powerful driver of revenue, loyalty, and long-term growth.
As the Senior Operations Manager - Retentions, you will pioneer and scale a high-performing customer save operation supporting one of Australia's most influential media organizations, part of a diversified global media and information services group reaching millions of Australians every month. Work directly with senior Australian stakeholders, influence subscriber strategy, and turn customer insight into measurable commercial outcomes.
Through Emapta, you will gain a highly visible global leadership opportunity while building a stable, long-term career backed by premium benefits, continuous development, and a Top 1% workplace experience.
Job Overview
- Employment Type: Full-time
- Shift: Day Shift, flexible and open to weekends, holidays, and overtime
- Work Setup: Onsite, Ortigas (transition to Hybrid setup)
The Qualifications We Seek
Leadership & Retention Expertise
- 7+ years of senior operations leadership experience managing large-scale subscriber retention, revenue protection, sales, and upsell campaigns.
- Proven success designing and scaling retention strategies and multi-tiered customer save teams within high-volume subscription businesses, such as telecommunications, fibre internet, or home delivery.
- Experience supporting Australian customers and developing targeted retention strategies using demographic, geographic, and behavioral insights is highly preferred.
- Proficient in Genesys, Salesforce, Power BI, Excel, Google Workspace, and knowledge management platforms.
Analytics & Commercial Acumen
- Expert in VOC, churn, customer behavior, and operational analytics to identify risks and develop measurable re-engagement strategies.
- Strong track record of leading large-scale transformation or growth initiatives that improve retention, loyalty, and business resilience.
- Commercially driven, with experience optimizing customer lifetime value, subscriber profitability, engagement, and active usage.
Leadership Profile
- Strategic, customer-focused leader who can build and execute a long-term retention vision.
- Engaging people leader skilled in developing talent, strengthening culture, and aligning teams with commercial goals.
- Curious, innovative, and committed to continuous improvement, data-driven decisions, customer loyalty, and revenue protection.
Your Daily Tasks
Strategic Leadership & Vision
- Define and execute the Manila contact center strategy to improve save rates, active usage, subscriber tenure, acquisition, and sales.
- Set clear performance expectations and accountability frameworks for Team Leaders and Team Coaches.
- Develop retention capability frameworks, workforce plans, and succession strategies.
- Drive digital transformation using Genesys, Salesforce, Power BI, and knowledge management platforms.
- Represent Manila in strategic discussions on subscriber offers, customer value propositions, and long-term retention initiatives.
Operational Excellence & Performance
- Own retention KPIs, including Save Rate, Subscriber Tenure, Weekly Active Usage, Customer Experience, Quality Assurance, and SLAs.
- Identify churn risks and retention opportunities, implementing proactive customer save interventions.
- Optimize operational costs and retention budgets while maintaining customer experience and employee engagement.
Culture, Engagement & People Leadership
- Build a high-performance culture centered on retention, accountability, continuous learning, and operational excellence.
- Lead recruitment, succession planning, and development for retention specialists and leadership teams.
- Coach leaders, strengthen employee engagement and recognition, and improve team performance.
- Promote commercial awareness, empowerment, and ownership across the retention organization.
Stakeholder & Cross-Functional Partnership
- Build strong partnerships with Australian executives and cross-functional leaders.
- Lead business reviews covering retention performance, customer engagement, and subscriber value growth.
- Partner with learning and knowledge teams to strengthen retention and negotiation capabilities.
- Ensure frontline customer insights inform product, pricing, and retention strategies.
Compliance, Risk & Governance
- Ensure compliance with regulatory requirements, company policies, and service standards.
- Identify and mitigate operational, reputational, and customer retention risks.
- Maintain governance frameworks for customer save quality and subscriber re-engagement.
- Lead root-cause analysis and continuous improvement initiatives addressing customer churn.
- Promote ethical, transparent, and customer-focused 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!
