Customer Retentions Team Leader

Where will the successful candidate fit in?

The Consumer Retentions Team Leader is responsible for leading and motivating the Retentions team to safeguard customer loyalty, minimise service cancellations, and drive win‑back opportunities within the Consumer environment. This role balances people leadership with strategic oversight, ensuring the team delivers service excellence, meets retention targets and continuously improves performance. The Team Leader manages day‑to‑day operations, oversees escalations and ensures adherence to quality, compliance and SLA standards across all communication platforms. Acting as the first line of leadership support, this role is accountable for coaching, performance management and skills development of Retentions Agents/Consultants/Specialists. The Team Leader also plays a critical role in analysing retention trends, driving campaign execution, collaborating cross‑functionally and contributing to strategic initiatives that enhance cus...