FBS Director of Customer Retention

The Director of Customer Retention is a strategic leader responsible for shaping the vision and execution of enterprise-wide retention initiatives. This role oversees multiple teams and leaders, driving innovation and transformation in how the organization retains and engages customers. The. Director partners with senior executives across Customer Experience, Digital Strategy, Product, and Operations to align retention strategies with broader business goals. This role is accountable for delivering measurable improvements in customer loyalty, operational efficiency, and long-term value. Key Responsibilities: Set the strategic direction for customer retention across the enterprise, aligning with business growth and customer experience goals. Lead a multi-layered organization, including Directors, Managers, and frontline teams, to execute retention strategies at scale. Drive cross-functional collaboration to integrate retention into product design, service delivery, and digital experiences. Oversee the development and deployment of tools, analytics, and technologies that enable proactive and personalized retention efforts. Serve as a key voice in executive forums, providing insights and recommendations based on customer data and market trends. Lead change management efforts to embed a retention-first mindset across the organization. Manage large-scale budgets and resource planning to support strategic initiatives. Champion diversity, equity, and inclusion within the retention organization. Requirements Bachelor’s degree required; MBA or advanced degree strongly preferred. 10+ years of experience in Customer Retention, Service Operations, or Customer Experience, with at least 5 years in senior leadership. Demonstrated success in leading large teams and driving enterprise-level transformation. Deep understanding of customer behavior, analytics, and digital engagement strategies. Exceptional leadership, communication, and strategic thinking skills. Benefits This position comes with competitive compensation and benefits package: Competitive salary and performance-based bonuses Comprehensive benefits package Career development and training opportunities Flexible work arrangements (remote and/or office-based) Dynamic and inclusive work culture within a globally renowned group Private Health Insurance Pension Plan Paid Time Off Training & Development Originally posted on Himalayas