Retention & Telemarketing Manager

Responsibilities

Develop and implement retention strategies to minimize partner churn.

Monitor partner activity, booking patterns, and transaction data to identify risks and drive engagement.

Design and manage loyalty, incentive, and reactivation programs.

Analyze KPIs such as retention rate, reactivation rate, ARPA, and transaction frequency.

Collaborate with Account Management to maintain key partner relationships and address at-risk accounts.

Conduct regular account reviews, satisfaction surveys, and business health check-ins.

Work with Marketing, Product, and Ops to enhance partner experience and support targeted campaigns.

Own and execute B2B programs (e.g., reactivation, win-back, loyalty).

Requirements

Bachelor’s degree in Business, Marketing, Hospitality, or a related field.

Minimum 3 years’ experience in account management, customer success, or retention.

Preferably from industries such as Banking & Financial Services, Insurance, Travel (including OTAs), E-Commerce, or SaaS.

Willing to WFO (Tanah Abang, Jakarta Pusat).

Strong analytical skills with experience using CRM and reporting tools (e.g., Salesforce, Kapture, Excel).

Solid understanding of the partner lifecycle and sales funnel in a B2B travel or service-driven environment.

Customer-centric approach with excellent communication and problem-solving skills.

Experience in lifecycle marketing, segmentation, or loyalty program management is a plus.

Ability to manage multiple projects independently in a fast-paced environment.

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