Retention Team Leader

About the role

As a Retention Team Leader you will head the frontline capability for one of Australia’s largest media audiences, operating from our Ortigas office. You will lead, train and coach a team of retention specialists, turning every subscriber save opportunity into measurable commercial value while delivering a premium customer experience.

Key responsibilities

• Lead, motivate and develop a high‑performing retention team.
• Coach agents on complex customer conversations, objection handling and subscription saves.
• Design and implement structured coaching programs to improve conversion and agent confidence.
• Identify capability gaps and create performance‑improvement plans.
• Analyse performance data and translate insights into targeted coaching and commercial actions.
• Collaborate with stakeholders to align retention strategies with business goals.

Required profile

• Minimum 5 years of leadership experience in a high‑performing sales and retention contact centre.
• Hands‑on experience in sales and retention training, coaching and capability development.
• Proven success developing programs that boost objection handling, saves and conversion rates.
• Experience supporting subscription‑based businesses (digital media, telecom, home delivery, etc.).
• Strong track record of identifying gaps and implementing improvement plans.
• Excellent English communication and stakeholder‑management skills.

Required skills

• Salesforce (CRM platform)

What we offer

• Competitive salary up to PHP 100,000 per month.
• Day 1 HMO coverage with free dependent.
• Prime office location in Ortigas with easy MRT access.
• Day‑shift schedule with fixed weekends off.
• Salary advance program through banking partner.
• Unlimited upskilling via Emapta Academy courses.
• Free 24/7 access to office gyms and a personal fitness trainer.
• Exclusive lifestyle perks, employee‑referral incentives and 20 annual leaves (including cash‑convertible credits).
• Mentorship, global exposure and clear career‑growth pathways.