Customer Loyalty & Retention Specialist (Contract)

About the role

The Customer Loyalty & Retention Specialist will engage at‑risk B2C customers, understand their concerns and apply targeted solutions to reduce churn and protect revenue. This is a contracted position focused on proactive outreach and issue resolution.

Key responsibilities

• Analyze and address customer concerns that lead to cancellation requests.
• Track engagement with at‑risk customers and proactively reach out to prevent churn.
• Resolve issues by coordinating with Technical Operations, Marketing, Product Development and Customer Service teams.
• Implement retention programs such as offers, rebates, credits and escalations.
• Monitor the effectiveness of retention strategies and report on performance metrics.
• Distribute tickets, provide daily support and recommendations to the team.
• Assist colleagues in navigating platforms including ACUT, AIRVIEW, CERILLION, Genesys and SCCD.

Required profile

• Associate’s degree in Business Administration, Marketing, Customer Success or a related field (preferred).
• Minimum 3 years experience in retention, customer service, sales or account management.
• Proven track record of exceeding customer satisfaction goals and meeting targets.

Required skills

• Experience with ACUT.
• Experience with AIRVIEW.
• Experience with CERILLION.
• Experience with Genesys.
• Experience with SCCD.