MetLife

The Team You Will Join

1. Be accountable for the evolution of churn ratio and other key metrics regarding retention effectiveness and efficiency
2. Lead retention strategy definition & execution in Spain & collaborate with Portugal
3. Analize current strategy (global and for each customer segment / channel / distribution partner) & define and implement new actions to improve the value generated by the portfolio
4. Collaborate with telesales, operations, technology, customer service & commercial area
5. Work jointly with marketing to define & refine current customer journeys
6. Manage daily activity within each sales campaign, internally and externally
7. Analyze KPIs and establish an action plan accordingly
8. Work collaboratively with the Key Account Manager to identify improvements & opportunities
9. Lead and coordinate the implementation of new retention campaigns 

 Data Fluency – The ability to manage data: perform more complex data analyses, make more nuanced decisions based on data, be comfortable using more advanced tools
 Negotiating & Influencing– Involves being able to be empathic and persuade, come up with create solutions to satisfy needs, and negotiate the best possible.
 Tele-sales Strategy – Involves creating and adapting cutting-edge sales strategies, making critical decisions and influence broader organizational strategies
 Sales Management – Creating cutting edge sales strategies, integrating new methodologies and technologies, managing key accounts and conducting high level negotiations
 Campaign Implementation – Develop and implement complex campaigns, use advanced data analysis and collaborate effectively with other departments
 Customer Centricity – Involve customer centricity into daily processes, understand customer behavior better and develop strategies for personalized customer experiences
 Budgeting & Financial Acumen – very focused on Strategic planning, change management and stakeholder communication

Competencies/Skills/Experience required:

• Direct experience in churn, retention and portfolio management
• Data-driven & cause-effect analysis, being able to identify root causes, define an action plan and how to measure the impact of the proposed solution
• Ideally experience in B2C and B2B2C distribution
• Direct experience in retention, outbound and inbound telesales services managing call center providers
• Experience in different roles managing teams and commercial services.
• Experience in analyzing scripts, call auditing and calibrations.
• Experience in the insurance sector.
• Analytical skills, proactive, positive attitude and ability to work in a team, both in person and remotely (teleworking).
• Results orientation and continuous improvement.
• Ability to challenge other teams and current status quo to improve value generated by the portfolio
• Ability to manage influence through persuasion, negotiation and consensus building
• Highly organized  with exceptional follow-up skills
• Desire to make and impact from day 1 and passion for revenue growth
• Powerpoint, Excel & PowerBI knowledge

Available to travel weekly