Vendor Retention Manager

This role is for one of the Weekday's clients

Min Experience: 5 years

Location: Philippines

JobType: full-time

The Vendor Retention Manager will be responsible for leading and optimizing retention operations in collaboration with the BPO vendor team, with a strong focus on customer engagement, satisfaction, and loyalty. This role drives operational excellence in retention strategy execution, call center performance, and customer lifecycle management, ensuring seamless service delivery and improved customer lifetime value.

You will translate high-level strategic goals into actionable retention operations while identifying opportunities to refine performance through data-driven initiatives. The role emphasizes leadership, project management, collaboration, and continuous improvement in a fast-paced environment.

Key Responsibilities:

Operational Delivery & Strategy Execution:

• Drive execution of existing retention strategies, ensuring alignment with business goals.
• Develop and implement tactical game plans to optimize channel performance, reduce churn, and boost customer loyalty.
• Monitor daily operations and collaborate with internal and external stakeholders to ensure performance targets are met.
• Identify and address process bottlenecks, taking corrective actions as needed.

Data-Driven Decision Making:

• Analyze performance data to uncover trends and identify areas of improvement.
• Develop compelling data stories through visualization tools and presentations to drive business insights.
• Use analytical insights to inform specific strategies and support decision-making at operational levels.

Collaboration & Vendor Management:

• Work closely with BPO partners, providing guidance, coaching, and support to improve outcomes.
• Act as a bridge between internal teams and external vendors, ensuring shared goals and consistent performance.
• Promote a collaborative, respectful, and high-performance culture, encouraging idea-sharing and continuous improvement.
• Guide and influence BPO teams without authoritative control—through humility, assertiveness, and mentorship.

Requirements & Qualifications:

Experience:

• 7+ years of experience in operations, retention management, or customer experience roles, preferably in BPO environments.
• Experience in subscription-based services, telecommunications, or other recurring revenue models preferred.
• Global exposure or experience working with international clients and teams (e.g., Australian, U.S., or other markets) is welcome.

Skills & Competencies:

• Strong operational and process management skills, with the ability to execute strategies at scale.
• Proficiency in analyzing data and translating insights into actionable plans.
• Excellent data visualization and presentation skills using tools like PowerPoint, Excel, or BI tools.
• Outstanding communication, storytelling, and stakeholder engagement abilities.
• Demonstrated ability to lead vendor relationships and drive performance through influence rather than authority.

Personality Traits:

• Humble, assertive, and collaborative—capable of guiding and empowering teams.
• Effective listener and teacher, open to incorporating ideas from vendor teams.
• Adaptable, results-driven, and focused on continuous improvement.