• Own retention performance across call center channels, with direct accountability for Save Rate, Churn %, and revenue preservation targets • Translate company churn goals into actionable call center retention strategies and performance plans • Lead development and optimization of save offers, escalation pathways, and objection-handling frameworks • Partner with Finance and Analytics to forecast churn trends, quantify revenue impact, and evaluate program effectiveness • Identify systemic churn drivers and lead cross-functional initiatives to reduce cancellation demand • Lead managers and supervisors responsible for frontline retention teams (internal and/or BPO) • Establish clear performance expectations and KPI scorecards across Save Rate, CSAT, AHT, Conversion, Quality, and Compliance • Drive consistent performance management routines including weekly business reviews, deep-dive analyses, and action planning • Ensure staffing models and workforce strategies align with cancellation volumes and seasonal fluctuations • Hold vendors accountable to contractual retention and quality standards • Build and implement structured coaching frameworks focused on improving save conversion and customer engagement • Partner with Training to evolve retention-specific learning programs and frontline leadership development • Ensure Quality Assurance programs support both compliance standards and save effectiveness • Analyze cancellation drivers, call behaviors, and save outcomes to uncover performance gaps and optimization opportunities • Present retention insights and performance trends to executive leadership, including risks and mitigation plans • Collaborate with Product, Billing, Marketing, and Digital teams to improve customer journey friction points contributing to churn • Lead initiatives that improve first-contact resolution and reduce repeat cancellation contacts • Serve as the operational retention expert in leadership discussions impacting pricing, promotions, policies, and customer experience • Align retention strategy with broader CX and revenue goals • Influence cross-functional stakeholders to prioritize initiatives that reduce churn and improve save outcomes • Foster a culture of accountability, urgency, and customer-focused performance within the call center organization