**What's the Role** The **Senior Manager of Retention** is responsible for leading the strategic development and execution of churn mitigation and customer retention initiatives across B2B. This role drives enterprise-level CVP strategies, influences product lifecycle management, and owns retention-focused data insights to strengthen customer loyalty, lifetime value, and overall revenue sustainability. The **Senior Manager** partners closely with executive leadership across Product, Marketing, CX, Commercial, and IT to embed customer retention as a core business priority. **What You'll Do** **Strategic Leadership & Vision** + Define and lead the enterprise-wide churn and retention strategy across B2B ensuring alignment with commercial objectives. + Drive customer-centric transformation by integrating retention into long-term product roadmaps and CVP planning. + Serve as a strategic advisor to executive leadership on churn risks, retention forecasts, and CX innovation. **Customer Analytics & Insights** + Oversee advanced analytics to uncover churn drivers, segmentation models, and predictive indicators. + Own and evolve churn KPIs and dashboards to deliver actionable insights to C-Level stakeholders. + Leverage AI/ML tools to scale proactive retention efforts across the customer lifecycle. **Retention Program Ownership** + Architect and execute large-scale, cross-channel retention campaigns—including save programs, loyalty initiatives, and win-back efforts. + Deliver targeted value propositions and personalized customer journeys through deep behavioral and intent data. **Team & Capability Building** + Lead a high-performing team of retention strategists, analysts, and campaign managers. + Set clear KPIs, promote a data-driven culture, and champion continuous learning and experimentation. + Drive internal knowledge transfer of best-in-class retention methodologies. **Enterprise Collaboration & Influence** + Work cross-functionally with Commercial, CX, Finance, Product, and Technology teams to institutionalize churn prevention frameworks. + Influence investment decisions in CX tools, CRM systems, and data platforms to strengthen retention infrastructure. + Act as the voice of the customer in senior forums to ensure their needs are prioritized in key decisions. **Market Leadership** + Conduct ongoing benchmarking of industry churn strategies and apply global best practices. + Identify market shifts and competitive threats to proactively adapt retention strategy. **What You'll Need** + **Education** : Bachelor’s degree required in Business, Marketing, Analytics, or related discipline. MBA or relevant postgraduate degree preferred. + **Experience** : 10+ years in customer retention, strategy, or analytics with at least 5 years in a senior leadership role, ideally in telecommunications or subscription-based industries. + **Technical Proficiency** : SQL, Python, Tableau, Salesforce, and predictive modeling tools. **Who We Are** We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands Liberty Latin America, Liberty Networks, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Cable & Wireless, Cable & Wireless Business, Bahamas Telecommunication (BTC), FLOW, VTR, Liberty Puerto Rico & USVI, Liberty Costa Rica, and Más Móvil. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region **Why Join Us** Technology excites us, enables us, and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing a beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team. _Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws._ \#LI-KW1 **What You'll Need** + **Education** : Bachelor’s degree required in Business, Marketing, Analytics, or related discipline. MBA or relevant postgraduate degree preferred. + **Experience** : 10+ years in customer retention, strategy, or analytics with at least 5 years in a senior leadership role, ideally in telecommunications or subscription-based industries. + **Technical Proficiency** : SQL, Python, Tableau, Salesforce, and predictive modeling tools. **Who We Are** We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands Liberty Latin America, Liberty Networks, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Cable & Wireless, Cable & Wireless Business, Bahamas Telecommunication (BTC), FLOW, VTR, Liberty Puerto Rico & USVI, Liberty Costa Rica, and Más Móvil. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region **Why Join Us** Technology excites us, enables us, and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing a beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team. _Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws._ \#LI-KW1 **What You'll Do** **Strategic Leadership & Vision** + Define and lead the enterprise-wide churn and retention strategy across B2B ensuring alignment with commercial objectives. + Drive customer-centric transformation by integrating retention into long-term product roadmaps and CVP planning. + Serve as a strategic advisor to executive leadership on churn risks, retention forecasts, and CX innovation. **Customer Analytics & Insights** + Oversee advanced analytics to uncover churn drivers, segmentation models, and predictive indicators. + Own and evolve churn KPIs and dashboards to deliver actionable insights to C-Level stakeholders. + Leverage AI/ML tools to scale proactive retention efforts across the customer lifecycle. **Retention Program Ownership** + Architect and execute large-scale, cross-channel retention campaigns—including save programs, loyalty initiatives, and win-back efforts. + Deliver targeted value propositions and personalized customer journeys through deep behavioral and intent data. **Team & Capability Building** + Lead a high-performing team of retention strategists, analysts, and campaign managers. + Set clear KPIs, promote a data-driven culture, and champion continuous learning and experimentation. + Drive internal knowledge transfer of best-in-class retention methodologies. **Enterprise Collaboration & Influence** + Work cross-functionally with Commercial, CX, Finance, Product, and Technology teams to institutionalize churn prevention frameworks. + Influence investment decisions in CX tools, CRM systems, and data platforms to strengthen retention infrastructure. + Act as the voice of the customer in senior forums to ensure their needs are prioritized in key decisions. **Market Leadership** + Conduct ongoing benchmarking of industry churn strategies and apply global best practices. + Identify market shifts and competitive threats to proactively adapt retention strategy.