Team Leader - Retention

About the role

Lead a high‑performing retention team for one of Australia’s leading media organisations. As Team Leader – Retention you will drive customer loyalty, increase lifetime value and implement commercially‑smart save strategies while building the function from the ground up.

Key responsibilities

• Lead, mentor and motivate a team of sales and retention agents to achieve sales conversion and save‑rate targets.
• Conduct high‑impact coaching sessions on objection handling and complex retention conversations.
• Develop and execute performance remediation plans to close capability gaps.
• Monitor and manage critical KPIs such as Save Rate, Sales Conversion, Weekly Active Usage and churn.
• Utilise performance dashboards and CRM data to drive commercial outcomes.

Required profile

• Minimum 5 years of leadership experience in a high‑performing sales and retention contact‑centre environment.
• Proven track record in subscription‑based businesses (telecom, digital media, home delivery, etc.).
• Strong proficiency interpreting contact‑centre metrics and using CRM platforms.
• Excellent English communication and stakeholder‑management skills.

Required skills

• Salesforce (or comparable CRM system).

What we offer

• Competitive salary package with Day 1 HMO coverage.
• Prime office location in Ortigas with easy MRT access.
• Day‑shift schedule, weekends off and 20 annual leave days.
• Salary‑advance program through banking partner.
• Unlimited upskilling via Emapta Academy courses.
• Free 24/7 gym access and personal fitness trainer.
• Exclusive lifestyle discounts, referral incentives and mentorship from global leaders.