Team Manager, Retention

WHY JOIN US?

• We practice a vibrant & energetic office culture.

• We provide opportunities for career advancement within the company.

• Good performance is always rewarded accordingly.

“It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.”

JOB RESPONSIBILITIES:

Save Team Manager is responsible for leading and developing a team of retention specialists focused on reducing customer churn, improving customer loyalty, and protecting recurring revenue. This role drives customer save strategies, manages retention performance, analyzes churn trends, and ensures the team delivers exceptional customer experiences while achieving retention and revenue targets.

Key Responsibilities

Team Leadership & People Management

• Lead, coach, and develop a team of Retention Specialists.
• Conduct regular performance reviews, coaching sessions, and skill development programs.
• Foster a high-performance and customer-centric culture.
• Manage workforce planning, scheduling, and resource allocation.
• Ensure compliance with company policies and operational procedures.

Customer Retention & Revenue Protection

• Develop and execute customer retention strategies to minimize customer cancellations.
• Drive save rates, retention targets, and revenue preservation objectives.
• Identify root causes of customer attrition and implement corrective action plans.
• Oversee escalated cancellation and retention cases.
• Improve customer lifetime value through effective retention initiatives.

Performance Management

• Monitor and analyze key retention KPIs, including:
  • Save Rate
  • Churn Rate
  • Revenue Retention
  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • Quality Assurance Scores
• Produce regular reports and insights for senior management.
• Implement action plans to drive continuous improvement.

Process Improvement

• Review customer feedback and operational data to identify improvement opportunities.
• Collaborate with Sales, Product, Marketing, and Operations teams to address customer pain points.
• Enhance retention scripts, objection handling, and negotiation techniques.
• Drive automation and process optimization initiatives.

Stakeholder Management

• Partner with internal departments to improve customer experience and retention outcomes.
• Present retention performance updates and recommendations to senior leadership.
• Support business planning and forecasting activities.

REQUIREMENTS:

Requirement

• Minimum 2 years of people management experience, in customer retention, customer success, sales, or contact center management..
• Strong understanding of churn management and customer lifecycle strategies.
• Experience managing KPIs and revenue-focused teams.
• Proven track record of meeting or exceeding retention and customer satisfaction targets.

Skills & Competencies

• Leadership and coaching skills
• Customer retention and negotiation expertise
• Problem-solving
• Performance management
• Stakeholder management
• CRM and contact center systems knowledge
• Change management and continuous improvement mindset