Our partner is looking for a Customer Retention Supervisor based in Italy. Are you an experienced customer retention leader passionate about building high-performing teams and driving measurable business growth? This opportunity allows you to lead and develop a team of retention specialists within the fast-growing fintech and cryptocurrency industry. You will take ownership of customer reactivation, repeat transactions, and revenue recovery while remaining actively involved in outbound customer engagement. Combining hands-on leadership with strategic campaign management, you will develop effective retention processes, coach team members, and continuously improve customer conversion rates. Working in a dynamic, performance-driven environment, you will collaborate with cross-functional teams to strengthen customer relationships and maximise business results. This is an ideal role for a proactive leader who enjoys mentoring people, analysing performance, and turning customer engagement strategies into tangible revenue. Accountabilities: - Lead, supervise, and motivate a team of Customer Retention Specialists, establishing clear performance objectives, responsibilities, and accountability standards. - Conduct outbound customer calls personally to encourage repeat transactions, reconnect with inactive customers, and demonstrate effective retention techniques by example. - Develop, implement, and continuously improve standard operating procedures (SOPs), calling workflows, scripts, and training materials to strengthen team performance. - Organise daily outreach activities, manage agent schedules, and allocate campaign assignments to ensure efficient customer engagement. - Design and execute customer retention campaigns, including promotional offers, discount incentives, abandoned transaction follow-ups, and reactivation initiatives. - Monitor and evaluate key performance indicators (KPIs), including call volumes,



conversion rates, repeat transactions, customer reactivation rates, and revenue recovered. - Conduct regular call evaluations, performance reviews, and individual coaching sessions to identify improvement opportunities and strengthen agents' communication and sales skills. - Analyse customer behaviour, transaction activity, and campaign performance to identify retention opportunities and develop targeted engagement strategies. - Maintain accurate customer relationship management (CRM) records, agent scorecards, performance dashboards, and regular operational reports. - Manage escalated customer concerns and collaborate with Marketing, Customer Support, Sales, Operations, and Compliance teams to ensure effective issue resolution. - Support recruitment, onboarding, and training initiatives to build and maintain a capable, results-oriented retention team. - Use relevant digital and AI-powered tools to improve research, script development, workflow efficiency, and overall team productivity. Requirements: - At least 3 years of supervisory or leadership experience in customer retention, outbound sales, contact centre operations, or a similar customer-facing environment. - Demonstrated success in customer conversion, retention, and reactivation, with experience managing performance-driven teams and achieving measurable commercial results. - Proven ability to develop and implement SOPs, outbound calling scripts, operational workflows, and employee training materials. - Strong leadership, coaching, and mentoring skills, with the ability to motivate teams, manage performance, and encourage continuous improvement. - Excellent communication, negotiation, and objection-handling abilities, particularly when engaging customers over the phone. - Strong analytical and problem-solving skills, with the ability to interpret performance data, identify trends, and translate insights into actionable improvement plans.

📌 CUSTOMER SERVICE MANAGER_GESTIONE CLIENTI (Italia)
🏢 Jobgether
📍 Italia