???? Job Title: Customer Retention Specialist - Banking - Contract
???? Location: Riyadh, KSA
???? Employment type: Contract, 6-12 months
???? Environment: Banking Environment
About the Role
We are searching on behalf of our client for this role. This position is not with OVI.
The Customer Retention Specialist will be responsible for developing, implementing, and continuously optimizing the customer retention strategy to reduce customer attrition, improve customer loyalty, and maximize Customer Lifetime Value (CLV). This role involves owning key customer attrition and retention KPIs, developing retention rules and strategies, and establishing targeted retention journeys based on customer behavior, segmentation, value, and propensity to churn.
Key Responsibilities
• Own the overall customer retention strategy across relevant customer segments and products.
• Monitor key customer attrition, retention, reactivation, and win-back KPIs.
• Establish retention objectives, targets, measurement frameworks, and performance thresholds.
• Develop and maintain governance mechanisms for retention strategies, rules, offers, and customer interventions.
• Coordinate with relevant stakeholders to obtain approval for retention rules, strategies, offers, and campaigns.
• Design and refine customer retention rules based on customer behavior, value, lifecycle stage, and engagement.
• Develop and maintain retention playbooks, procedures, training materials, and customer interaction scripts.
• Own the development and approval of reactivation and win-back strategies for dormant, inactive, or recently churned customers.
• Define the end-to-end customer retention journey, including early-warning triggers and intervention points.
• Partner with the Center of Intelligence (COI) to improve early-warning Advanced Analytics and AI/ML models.
Your Profile
• Bachelor's degree in Business Administration, Marketing, Finance, Economics, Statistics, Data Analytics, or a related discipline.
• Master's degree/MBA in Marketing, Finance, Business Administration, Strategy, or Customer Experience is preferred.
• Professional certifications in CRM, Customer Experience, Marketing, Customer Analytics, or Financial Services are advantageous.
• Strong expertise in customer retention strategies, churn management, reactivation, and win-back programs.
• Strong analytical and problem-solving capabilities.
• Experience with Power BI, Excel, SQL, or equivalent analytical and visualization tools is preferred.
• Strong interpersonal, influencing, and stakeholder-management capabilities.
• Fluency in English is required; Arabic is preferred.
What's Offered
• Opportunity to work with a leading bank in the KSA region.
• A dynamic and collaborative work environment.
• Competitive contract terms.
• Professional growth and development opportunities.
Ideal Candidate
The ideal candidate will have 7-10 years of relevant professional experience in Customer Value Management, customer retention, CRM, customer strategy, or related areas. They should possess a strong understanding of the KSA banking and financial-services sector, with proven experience in developing and executing customer retention and churn-management strategies. A proactive, data-driven, and customer-centric approach is essential for success in this role.
When you apply to this role, AI may be used to help analyse and format your information so the hiring team can review it more easily.