Manager, Customer Experience Retention

Job Description

ROLE SUMMARY:


As a Manager, Cx Retention Strategy, you will be critical in shaping and optimizing customer retention policies through deep data analysis and behavioral insights. You will manage our regional compensation budget and support the Regional CX Operations and Local Markets by analyzing customer behavior patterns, identifying misuse trends, and evaluating the business impact of proactive and reactive compensation-related initiatives.

This role is highly analytical and requires strong skills in Excel and Looker and a data-driven mindset to translate findings into actionable recommendations. You will collaborate closely with cross-functional teams — including Policy, Product, Data Science, and Finance — to ensure our compensation strategies are efficient, fair, and aligned with broader CX and business goals. If you are passionate about improving customer experience while balancing cost efficiency and policy integ...