Retention Team Leader

About the role

We are looking for a Retention Team Leader who will drive customer loyalty and reduce churn in the highly volatile Greek energy market. You will act as the voice of the customer, turning data insights into commercial actions that protect market share and profitability.

Key responsibilities

• Design, implement and manage retention initiatives, segmenting customers by risk, value and behavior to tailor communications.
• Serve as a trusted advisor for high‑value or at‑risk customers, leading loyalty and win‑back campaigns across multiple channels.
• Monitor competitor pricing and offers, providing rapid feedback to marketing and pricing teams and recommending tactical adjustments.
• Collaborate with analytics teams to build dashboards, interpret churn data, evaluate campaign ROI and identify structural causes of churn.
• Partner with CVM, Operations and Customer Service to ensure a cohesive end‑to‑end retention flow.
• Ensure all retention activities comply with Greek energy sector regulations and mentor colleagues in empathy and negotiation.

Required profile

• BSc in Business, Economics or Engineering (MSc considered an asset).
• 3‑5+ years of experience in Retention, CRM or Account Management within telco, energy or utilities.
• Strong analytical ability and understanding of the Greek regulatory energy framework.
• Excellent written and oral communication in English.
• Customer‑centric mindset with negotiation, persuasion and results orientation.

Required skills

• Advanced Excel.
• Power BI.
• CRM systems.
• Microsoft Office Suite.

What we offer

• Competitive salary.
• Bonus scheme.