Retention Team Lead

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Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com

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Job Summary:
The Retention Team Lead will support and oversee the retention team, ensuring that all activities align with the company’s goals to retain customers and enhance their experience. This role involves managing forecasting, reporting on retention metrics, aligning and rolling out team processes, and conducting one-on-one meetings with team members. The successful candidate will work closely with leadership to drive customer retention, improve processes, and ensure compliance with company policies.

Critical Skills and Competences:

• Ability to track and analyze key performance indicators (KPIs) related to retention.
• Skill in identifying trends and patterns to inform strategic decisions.
• Proficiency in utilizing data to forecast retention rates and predict behaviour.
• Developing and implement effective retention strategies.
• Ability to segment based on various criteria to tailor retention approaches.
• Ability to monitor and evaluate team performance against KPIs and business objectives.
• Skill in developing and implementing process improvement initiatives throughout the retention cycle.
• Competence in supporting the streamlining of management of discount and non-standard deals throughout the approval flow.
• Ability to manage and oversee the quoting process for the team, including quoting where needed.
• Skill in ensuring accuracy and timeliness in providing quotes.
• Demonstrable experience in mentoring, coaching and developing teams/Individuals

Key Duties & Responsibilities:

• Prepare and present detailed reports on retention metrics.
• Continuously evaluate and refine retention strategies to improve effectiveness.
• Collaborate with other departments to ensure a unified approach to retention.
• Provide training and support on retention best practices and strategies.
• Facilitate knowledge sharing and integration of retention efforts across the organization.
• Manage a team of people with diverse, yet interconnecting roles.
• Oversee scheduling, staffing levels, and workload distribution.
• Monitor and evaluate team performance against KPIs and business objectives.
• Drive compliance through interaction with internal teams, including revenue and legal departments.
• Develop and implement process improvement initiatives throughout the retention cycle.
• Support the streamlining and management of discount and non-standard deals throughout the approval flow.
• Manage and oversee the quoting process for the team, including quoting where needed.
• Ensure accuracy and timeliness in providing quotes.

Qualifications:

• Knowledge of churn reduction tactics and experience implementing them to prevent churn
• Knowledge & experience in retention strategy, team management, performance management
• Demonstrated knowledge, experience and understanding of business systems and processes
• Prior experience of working in managing teams a distinct advantage.
• Ability to lead, organize and prioritize, maintain attention to detail, and work under critical timeframes.
• Excellent verbal and written communication skills and the ability to intera