Non IT Program Manager

OVERVIEW

The Manager, Customer Retention will play a pivotal role in supporting the execution and continuous improvement of the customer retention strategy. This position involves leading retention initiatives, coordinating with cross-functional partners, and leveraging customer insights to enhance engagement and minimize attrition. The successful candidate will work closely with analytics, marketing, product, technology, and frontline teams to translate retention objectives into actionable programs and practices that drive measurable business outcomes.

The ideal candidate will possess a strong background in strategy and execution, particularly in managing product mandates rather than solely focusing on marketing or campaign execution. They will demonstrate the ability to influence and collaborate across teams, manage complex projects, and effectively communicate insights and recommendations. Success in this role will be defined by the delivery of retention initiatives, improved customer engagement, and measurable contributions toward reducing customer attrition.

Location:Toronto

Contract Length: 2 years

Pay: T4: $903-97 / IC: $100-110

RESPONSIBILITIES

• Support the execution of the customer retention strategy through the delivery of retention-focused initiatives, campaigns, and process improvements.


• Partner with analytics teams to identify at-risk customers and develop proactive targeted engagement strategies to retain them.


• Manage retention program roadmaps, timelines, and stakeholder deliverables to ensure timely execution.


• Analyze customer attrition trends, retention performance, and engagement metrics to identify opportunities for proactive outreach.


• Translate data-driven insights into practical recommendations and actions for frontline teams and business partners.


• Monitor program effectiveness and recommend enhancements to improve retention outcomes.


• Maintain and evolve customer retention tools, playbooks, collateral, and supporting materials for frontline teams.


• Partner with regional and branch leaders to encourage the adoption of retention best practices and customer engagement activities.


• Support change management efforts related to new retention initiatives, tools, and processes.


• Coordinate with marketing, analytics, technology, product, and frontline teams to ensure successful delivery of retention initiatives.


• Facilitate working sessions, provide project updates, and help resolve execution challenges across stakeholders.


• Contribute to governance forums by preparing reporting, insights, and recommendations on retention initiatives.


• Identify successful retention practices across markets and channels and support the sharing of effective approaches and lessons learned.

QUALIFICATIONS

• 5+ years of experience in customer retention, customer strategy, consulting, customer experience, or related fields.


• Experience supporting customer retention, customer lifecycle management, or growth initiatives within a customer-focused organization.


• Proven ability to manage complex projects involving multiple stakeholders effectively.


• Experience translating customer insights and data into actionable business recommendations.


• Ability to influence and collaborate across teams without direct authority.


• Strong communication, stakeholder management, and presentation skills.


• Experience supporting change management and the adoption of new processes, tools, or initiatives.


• Strong attention to detail and the ability to manage multiple priorities simultaneously.

TECHNICAL SKILLS

• Proficiency with PowerPoint and Excel for reporting and presentations.


• Experience working with customer performance metrics, segmentation, and retention reporting.


• Strong analytical and problem-solving skills to drive data-informed decisions.

PREFERRED

• Experience in financial services, banking, fintech, or other customer-centric industries.


• Master's degree considered an asset.

EDUCATION

• Bachelor's degree required.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non merit factor. We are committed to creating a diverse and inclusive environment for all employees.

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