Retention manager (Fixed-term )

The SMB Retention Manager coordinates cross-market retention initiatives from the central planning team. You will ensure a comprehensive set of retention levers validate regional applicability establish governance with market stakeholders manage performance tracking of implementations and churn/retention metrics and build senior-management reports and steerCo materials.

Retention lever catalog and regional validation
Define and maintain an exhaustive set of retention levers (e.g. Save Desk contract renewals optimization win-back campaigns loyalty enhancements mid-term value add-ons).
Validate and tailor levers for each region ensuring feasibility and impact alignment with global strategy.
Governance and cross-market follow-up
Structure and govern follow-up processes for lever implementations across markets with clear ownership and timelines.
Engage market stakeholders to secure alignment approvals and timely execution.
Maintain standardized playbooks templates and escalation paths for governance.
Performance tracking and analytics
Define and monitor KPIs (renewal rate churn/retention net revenue retention time-to-restore churn Save Desk impact campaign lift).
Track rollout progress quantify lever impact and provide actionable insights to regional and global leadership.
Conduct regular post-implementation reviews and ROI analyses to inform optimization.
Reporting and steerCo readiness
Build and maintain managerial dashboards and periodic management reports.
Prepare steering committee (SteerCo) materials including progress updates risk/issue logs and decision-ready recommendations.
Synthesize cross-regional insights to steer global retention strategy and prioritization.
Collaboration and enablement
Work with Regions Sales Customer Success Marketing and Finance to design and execute retention initiatives.
Develop enablement materials and trainings to support regional execution of levers.
Align retention efforts with pricing product and lifecycle strategies.
Data tools and process improvements
Ensure data integrity and availability for retention analytics; optimize data pipelines and dashboards.
Identify tool needs (CRM CS platforms BI) to support governance measurement and reporting.

We look for big thinkers. People who can drive positive change step up and show whats next people with passion can-do attitude and a hunger to learn and practice this means:

• Minimum 4 years professional experience in a customer marketing sales or leading customer service role in an international organisation
• Business studies (bachelors/masters degree) or comparable qualification
• Excellent skills in analysing and reporting data and creating and implementing action plans of output of data
• Self-starter with entrepreneurial mindset to initiate ideas solve problems and a healthy dose of persistence. Motivation to make a difference and challenge the status quo and our organization
• Proficiency with CRM/CS platforms (Salesforce); Experience in data analysis and BI tools (SQL/Excel; Power BI or Tableau) is a plus;
• Ability to operate in a matrix environment influence without formal authority and align multiple regions.
• Strategic and analytical thinking and planning team player with hands-on mentality
• Excellent skills in presenting and leading project teams and contributors
• Excellent interpersonal skills and demonstrated ability to report and persuade different levels including senior management
• Fluent in English.

At Worldline youll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that you will also:

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Public transportation allowance
• Meal allowance
• Annual bonus