Nhs Team Leader

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We are seeking a strategic and customer-focused Retention Lead to join our Customer Success Team. The Retention Lead plays a pivotal role in managing the organization's customer retention strategy across Eurowag operations. Acting as the strategic link between local sales and customer success efforts and the overarching corporate retention goals, the Retention Manager ensures consistency, quality, and impact in retention practices across all branches.

Contribute to the cooperation of the central Customer Success and local Customer Retention units

Master’s degree or advanced degree

Fluent English

Proficiency in CRM tools (e.G., MS Dynamics, Salesforce, HubSpot) and customer success platforms

Familiarity with customer segmentation, cohort analysis, and predictive modelling is a plus

Responsibility, accountability, and effective time management

Responsible for the measurement, reporting, analysis, and getting insights to improve the CC process and results.

Design and implement global customer retention strategies tailored to regional markets.

Analyze customer lifecycle data to identify churn risks and retention opportunities.

Data-Driven Retention Insights

Use data analytics tools to segment customers and develop personalized retention campaigns.

Customer Engagement & Relationship Management

Oversee lifecycle programs such as onboarding, training, and renewal reminders.

Support local Customer Success teams in high-touch engagement efforts for key accounts.

Coordinate with local branches to adapt retention initiatives to fit regional norms, languages, and expectations. Ensure compliance with local regulations affecting customer communication and data usage.

Collaborate with regional retention teams or collaborate with local Customer Success Managers.

Conduct regular training and workshops to upskill teams on retention tools and techniques.

Continuously refine processes based on feedback, performance metrics, and customer input.

Escalation and Risk Management

Monitor projects’ delivery in time, scope, quality and budget dimensions.

Regular and precise reporting to management.

Flexible hours, the option to work from home, 5 weeks of vacation, 3 health days, and an extra day off to celebrate our company’s anniversary.

Referral bonus up to 1000€, access to 5,000+ courses, online language lessons, performance-based bonuses, and an individual budget for training.

Ergonomic office, terrace, free coffee and refreshments, pet- and kid-friendly, no dress code, discounted on-site restaurant, and nearby parking.

Mid-Senior level

Full-time