Senior Manager, Customer Retention and Engagement

On behalf of our Banking client, Procom is searching for a Senior Manager, Customer Retention and Engagement for a 2-year role. This position is a hybrid position with 3 days onsite at our client’s Toronto office.

Job Description

This role supports the Customer Growth line of business by owning and executing the enterprise-wide customer retention strategy. It involves leading cross‑functional initiatives to reduce customer attrition through data‑driven insights, strategic planning, and frontline engagement. The position drives measurable improvements in customer retention and operationalizes retention behaviors at scale.

Responsibilities

• Own the end-to-end Customer Retention Strategy with clear priorities, sequencing, and measurable outcomes.
• Lead execution across analytics, marketing, product, technology, and frontline teams to translate strategy into initiatives and tools. <...