GESTOR RETENÇÃO CLIENTES - E&G PORTUGAL
Core
Define and implement customer retention strategy for electricity and gas portfolios to maximize portfolio value and reduce churn.
Role type
Senior Customer Retention Manager
Builds
Retention campaigns and commercial proposals for electricity and gas customers
Domain
Energy (Electricity & Gas)
Required skills
Customer retention strategy, Contact center partner management, Commercial argument development, Churn analysis, KPI monitoring, Team training
Preferred skills
Customer experience management, Regulatory alignment
Responsibilities
Define and manage customer retention strategy, Manage contact center partner for retention campaigns, Coordinate with Analytics and Commercial areas, Develop commercial arguments and proposals, Analyze sales scripts to improve conversion, Monitor KPIs (churn, retention, hit rate), Identify churn drivers and propose improvements, Train contact center teams, Structure customer segmentation criteria
Seniority
Mid-Senior, hands-on IC