CLIENT RETENTION SUPERVISOR

Job Title: Client Retention Supervisor

The Client Retention Supervisor manages the day-to-day operations of the Retention Team, ensuring customer engagement, reactivation, repeat-opportunity generation, CRM discipline, and team productivity are consistently achieved.

Key Responsibilities

A. Team Management

• Supervise Retention Specialists.
• Assign customer segments, campaigns, and workloads.
• Monitor daily productivity.
• Conduct daily/weekly team huddles.
• Coach Specialists based on performance.
• Review individual activity and output.

B. Retention Operations

• Ensure retention programs are executed according to schedule.
• Monitor lifecycle follow-up activities.
• Ensure dormant customers are systematically reactivated.
• Monitor repeat-client opportunity generation.
• Ensure qualified opportunities are properly endorsed to Sales.

C. Campaign Execution

• Coordinate with CRM & Lifecycle Marketing on retention campaigns.
• Execute approved customer reactivation and engagement programs.
• Monitor campaign response.
• Recommend adjustments based on customer behavior.

D. Sales Coordination

• Establish a clear handoff process between Retention and Sales.
• Monitor endorsed repeat-client leads.
• Ensure Sales receives complete and qualified information.
• Track the status of endorsed opportunities.
• Identify lost opportunities and reasons for failure.

E. CRM & Data Quality

• Audit Retention activities in HubSpot.
• Ensure customer records are complete and accurate.
• Monitor lifecycle stages and customer segmentation.
• Ensure activities and endorsements are properly documented.

F. Performance Management

• Monitor Retention KPIs.
• Conduct weekly performance reviews.
• Identify productivity and quality gaps.
• Implement coaching and corrective actions.
• Prepare departmental performance reports for the Manager.

Supervisor Outputs

• Daily Retention monitoring
• Weekly team performance report
• Campaign performance report
• Repeat-client lead report
• Reactivation report
• Sales endorsement report
• CRM data-quality report
• Coaching/action plans

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QUALIFICATIONS

✅ Bachelor’s degree in Business, Marketing, Management, or related field
✅ 2–3 years of experience in Customer Retention, Customer Success, Sales, Account Management, or related roles
✅ Supervisory/team leadership experience
✅ Strong knowledge of customer engagement, retention, reactivation, and repeat business
✅ Experience with CRM systems (HubSpot is an advantage)
✅ Strong KPI monitoring, reporting, and data analysis skills
✅ Excellent coaching, communication, and team-management skills
✅ Highly organized, detail-oriented, and results-driven
✅ Strong coordination skills with Sales & Marketing teams
⭐ Experience in Travel, Tourism, or Hospitality is an advantage

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Work Schedule: FULL ONSITE - 6 days a week | Shifting Schedule (No Night Shift) Location: 61 C, Roosevelt Ave, Santa Cruz, Quezon City, 1104 Metro Manila

COMPANY BENEFITS
Performance Based Incentives:

1. Travel Incentives: Opportunities to visit dream destinations like Europe, Korea, Japan, and more!
2. Condo Incentives
3. Career Growth:  Guaranteed salary adjustments based on performance evaluations (SEMI-ANNUAL)

Upon Regularization:

1. Comprehensive Healthcare: HMO coverage upon regularization (plus dependent coverage after year 1)
2. Annual Bonus: 1 year from regularization.
3. 13th month Pay.
4. LEAVES: 5 SL, 5 VL