Operations Coordinator – Retention

Role Overview

• Manage the B2B Retention operation, ensuring delivery of metrics, quality, and customer experience.
• Define and monitor retention strategies based on the primary causes of cancellations.
• Conduct strategic analyses of customer behavior, churn, and opportunities for loyalty.
• Design and maintain data-driven operational governance, including partner management and action plans.
• Lead executive performance routines with internal teams and partners, ensuring agility in decision-making.

Requirements

• Required qualifications:
• Experience leading customer service, retention, relationship, or CX operations.
• Strong analytical skills, with a data-driven and KPI-oriented approach.
• Experience managing operational and financial performance.
• Experience in root cause analysis and defining retention strategies.
• Good communication, influencing skills, and the ability to drive executive agendas.
• Nice to have (not required):
• Knowledge of analytics tools and Power BI.
• Experience applying AI to operations.
• Experience with outsourced operations and partner management.
• Previous involvement in automation, digitization, or continuous improvement projects.
• Experience preparing executive-level materials for leadership and board members.

Benefits

• Commuting allowance or on-site parking.
• Meal and food allowances (flexible benefit) — balance can be allocated between the two options.
• Health insurance.
• Dental insurance.
• Telemedicine — available 24/7.
• Wellhub (formerly Gympass).
• Home office allowance.
• Profit-sharing (PLR) in accordance with current policy.
• Birthday day off — paid time off on your birthday and on the company’s anniversary.
• Tag Sem Parar — provided at no cost.
• Life insurance.
• Parental leave — paid leave for mothers, fathers, or guardians to welcome a child by birth or adoption.
• Educational assistance — up to 25% discount on postgraduate or MBA programs.