Customer Retention Supervisor
Core
Lead and develop a team of retention specialists to drive customer reactivation, repeat transactions, and revenue recovery in the fintech and cryptocurrency industry.
Role type
Senior Customer Retention Supervisor (Team Lead)
Builds
Customer retention campaigns, SOPs, and team performance outcomes
Domain
Fintech / Cryptocurrency / Customer Retention
Required skills
Team leadership and coaching, Outbound sales and customer engagement, SOP and workflow development, KPI analysis and reporting, CRM management, Objection handling and negotiation, Data-driven strategy formulation
Preferred skills
Fintech or financial services experience, Cryptocurrency and blockchain knowledge, AI tool proficiency
Responsibilities
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.