Head of Retention Atlantic

Company description:

Digicel Group Limited

Job description:

The retention manager will lead all activities related to contract renewals across GSM and ICT services for an assigned client base. This individual will be accountable for renewal performance, customer satisfaction, retention strategy execution, and yearonyear revenue preservation and growth. The role requires strong ownership of data accuracy, forecasting, renewal pipeline management, account relationship development, and the delivery of an exceptional customer experience. 

The retention manager will drive the timely preparation of renewal data, pre and postrenewal analysis, and crossfunctional engagement with sales, service, finance, and product teams. This person will also lead the company’s retention strategy, directly engage clients where necessary, and steward high Net Promoter Score (NPS) performance. Success will be defined by delivering doubledigit retention improvements, increased customer satisfaction, accurate renewal forecasting, and being an influential contributor to a highperformance, customerobsessed team culture. 

The retention manager will also oversee the strategic conversion of existing BTC customers in Bermuda from copperbased services to fibre solutions, ensuring a smooth migration experience and supporting longterm customer retention. 

Main Duties and Responsibilities:  

Lead the achievement of all renewal objectives inclusive of renewal targets, revenue retention, churn reduction, customer satisfaction, and client engagement. 

Manage and execute all contract renewals for GSM and ICT services across the assigned client base. 

Prepare renewal data monthly, maintaining 100% data accuracy and visibility for internal stakeholders. 

Provide detailed pre and postrenewal analysis to support strategic decisionmaking, customer engagement, and forecasting accuracy. 

Perform weekly reviews with the sales team to align renewal pipeline, risks, opportunities, and client action plans. 

Lead and coordinate the conversion of existing BTC customers from copper-based services to fiber solutions, ensuring a seamless transition, minimal service disruption, and strong customer engagement throughout the migration process. 

Create, lead, and continuously optimize the retention strategy for Digicel Business. 

Serve as the “client ambassador” internally by engaging and coordinating with service, finance, product and other support functions to execute clientvisible improvement plans. 

Where necessary, directly engage with clients to support renewal negotiations, address service concerns, or strengthen relationship outcomes. 

Lead and manage the company’s client Net Promoter Score (NPS) program, ensuring actions are taken to improve customer satisfaction and close the loop with clients. 

Develop highquality renewal proposals and propositions that support customer needs and reinforce longterm partnerships. 

Establish and grow “win/win” client relationships, identifying client coaches and champions to support mutual success. 

Commit to and adopt sales metrics including: 100% ontarget rolling average renewal performance, 100% data accuracy 

Maintain 100% compliance with sales KPI reporting, cadence, Sales Process, and performance-to-target reporting. 

Academic qualifications and experience required for job (qualifications will be considered): 

Education & Experience: 

Bachelor’s degree in business administration or related discipline with a minimum of 5 years retention management, sales, or account management experience within the telecommunications and/or technology industries. 

OR 7 years working in a commercial sales or account management role and experience within the telecommunications and/or technology industries. 

Demonstrated renewal or sales target achievement/overachievement required. 

Enterprise, corporate, and/or SME relationship experience in their market preferred. 

Experience with sales methodologies such as Target Account Selling, Salesforce methodology, Miller Heiman, or valuebased selling preferred. 

High standard of written communication, Microsoft Office proficiency, and strong market language skills required. 

Excellent communication and presentation skills across diverse client audiences. High emotional intelligence and strong listening skills are required. 

Focused, passionate, and relentless in achieving goals while collaborating across internal and external teams to enable shared success. A “win/win” mindset is essential. 

Functional Skills:

Strategic and mindset with strong business acumen. 

Excellent stakeholder management across commercial, finance, and technology functions. 

Ability to manage multiple priorities and deliver under tight deadlines. 

Geographical Scope: Oversight across all Atlantic Region markets — Cayman Islands, Bermuda, British Virgin Islands, Turks & Caicos Islands. 

Travel Requirements: Frequent in-market travel (40–60%) to support execution, conduct sales reviews, and lead customer interventions. 

Work Environment: Hybrid model with regional office work