pbThis position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Retention Supervisor based in Italy. /b /ppAre 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. /ph3Accountabilities: /h3ulliLead, supervise, and motivate a team of Customer Retention Specialists, establishing clear performance objectives, responsibilities, and accountability standards. /liliConduct outbound customer calls personally to encourage repeat transactions, reconnect with inactive customers, and demonstrate effective retention techniques by example. /liliDevelop, implement, and continuously improve standard operating procedures (SOPs), calling workflows, scripts, and training materials to strengthen team performance. /liliOrganise daily outreach activities, manage agent schedules, and allocate campaign assignments to ensure efficient customer engagement. /liliDesign and execute customer retention campaigns, including promotional offers, discount incentives, abandoned transaction follow-ups, and reactivation initiatives. /liliMonitor and evaluate key performance indicators (KPIs), including call volumes, conversion rates, repeat transactions, customer reactivation rates, and revenue recovered. /liliConduct regular call evaluations, performance reviews, and individual coaching sessions to identify improvement opportunities and strengthen agents' communication and sales skills. /liliAnalyse customer behaviour, transaction activity, and campaign performance to identify retention opportunities and develop targeted engagement strategies.



/liliMaintain accurate customer relationship management (CRM) records, agent scorecards, performance dashboards, and regular operational reports. /liliManage escalated customer concerns and collaborate with Marketing, Customer Support, Sales, Operations, and Compliance teams to ensure effective issue resolution. /liliSupport recruitment, onboarding, and training initiatives to build and maintain a capable, results‑oriented retention team. /liliUse relevant digital and AI‑powered tools to improve research, script development, workflow efficiency, and overall team productivity. /li /ulh3Requirements: /h3ulliAt least 3 years of supervisory or leadership experience in customer retention, outbound sales, contact centre operations, or a similar customer‑facing environment. /liliDemonstrated success in customer conversion, retention, and reactivation, with experience managing performance‑driven teams and achieving measurable commercial results. /liliProven ability to develop and implement SOPs, outbound calling scripts, operational workflows, and employee training materials. /liliStrong leadership, coaching, and mentoring skills, with the ability to motivate teams, manage performance, and encourage continuous improvement. /liliExcellent communication, negotiation, and objection‑handling abilities, particularly when engaging customers over the phone. /liliStrong analytical and problem‑solving skills, with the ability to interpret performance data, identify trends, and translate insights into actionable improvement plans. /liliAbility to balance direct customer engagement with team supervision and operational responsibilities in a fast‑paced, entrepreneurial environment. /liliProficiency in Microsoft Office applications, particularly Excel, alongside practical experience using CRM systems and outbound calling platforms. /liliComfortable using AI‑powered tools to support research, improve customer communication scripts, and enhance everyday productivity. /liliStrong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining high service and performance standards.



/liliPrevious experience in fintech, financial services, cryptocurrency, or another regulated industry is a significant advantage. /liliBasic understanding of cryptocurrency and blockchain technologies, combined with a genuine interest in financial technology, is considered a plus. /li /ulh3Benefits: /h3ullibCompetitive USD Salary: /b Attractive compensation paid consistently every month, regardless of your location. /lilibPerformance‑Based Incentives: /b Additional financial rewards directly linked to individual achievements and overall team performance. /lilibPaid Annual Leave: /b 10 days of paid vacation per year. /lilibPublic Holidays: /b Paid time off on all U.S. federal holidays. /lilib100% Remote Work: /b Work from anywhere in Anywhere, provided you have a professional home‑working setup. /lilibLeadership and Career Development: /b Opportunity to lead, develop, and shape a customer retention team while strengthening your management expertise. /lilibHigh‑Growth Industry Exposure: /b Work within the rapidly evolving global fintech and cryptocurrency sector. /lilibDirect Business Impact: /b Take ownership of retention initiatives that directly contribute to customer engagement, recovered revenue, and business growth. /lilibCollaborative Culture: /b Join a supportive, high‑trust working environment that values initiative, accountability, and professional development. /lilibAI‑Enabled Work Environment: /b Opportunities to leverage modern AI tools to improve workflows, customer engagement, and operational efficiency. /li /ulpbHow Jobgether works: /b /ppWe use an bAI‑powered matching process /b to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top‑fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. /ppWe appreciate your interest and wish you the best! /ppbData Privacy Notice: /b By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. /pp#LI-CL1 /p #J-18808-Ljbffr

📌 Customer Retention Supervisor (Italia)
🏢 Jobgether
📍 Italia