customer retention specialist

The Walt Disney Company

<div>About the Role &amp; Team
We are looking for Customer Lifecycle Senior Specialist to join our Disney+ team in Dubai.
This role will require you to be working 4 days a week in our office and 1 day from home.
You&rsquo;ll join a team grounded in our Disney values &mdash; acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day.
What You Will Do
Retention Performance and KPI Ownership<ul><li>
Deliver and optimise core retention KPIs across MENA with a focus on churn and engagement, reinstates, reactivation, and lifetime value.</li><li>
Analyse trading trends to understand why customers cancel, what brings them back, and how journey improvements influence outcomes.</li></ul> 
Lifecycle Journey Design and Optimisation<ul><li>
Review and improve cancellation journeys, messaging, and save tactics in partnership with product and global lifecycle teams.</li><li>
Develop insights from customer behavior data to recommend levers, tactics, and interventions that reduce churn.</li></ul> 
Manage lifecycle triggers and journeys across cancellation, risk, and win back flows.<ul><li>
Test, Measure, Learn Framework</li><li>
Build and manage the retention testing roadmap for MENA.</li><li>
Define test priorities, align them with regional and global teams, and manage experiments across journeys, cohorts, and markets.</li><li>
Translate test insights into actionable recommendations and measurable improvements.</li></ul> 
Campaign Delivery and Cross Market Projects<ul><li>
Lead multi territory retention campaigns, including winback and feature led initiatives.</li><li>
Coordinate with EMEA customer teams, US lifecycle teams, and product partners to ensure successful planning and delivery.</li></ul> 
Reporting and Insight Development<ul><li>
Develop reporting dashboards and performance summaries that benchmark MENA outcomes against global and regional trends.</li><li>
Present clear and actionable insights to senior stakeholders across trading, marketing, and product.</li></ul> 
Stakeholder Partnership<ul><li>
Work closely with EMEA &amp; local counterparts across engagement, product creative, legal, brand marketing and other partners.</li><li>
Contribute actively to discussions on feature roadmaps, customer flows, and content engagement strategies.</li><li>
Build a strong understanding of competitor activity and international best practices in retention and engagement</li></ul>
Required Qualifications &amp; Skills<ul><li>
Minimum of five years of experience in customer management, lifecycle marketing, or retention within a subscription or streaming business.</li><li>
Proven ability to deliver improvements in churn, reinstates, and net growth.</li><li>
Experience building and running test and learn programmes using data and experimentation.</li><li>
Comfortable working in cross functional and multi market environments.</li><li>
Strong analytical ability with comfort working with large data sources.</li><li>
Familiarity with local MENA market dynamics and cultural nuances. Arabic is an advantage but not required.</li><li>
Excellent storytelling, writing, and messaging skills</li><li>
Deep understanding of MENA cultural nuances, especially in KSA, UAE, and Egypt.</li><li>
Comfortable managing ambiguity, balancing short-term needs with long-term strategic thinking.</li><li>
Proven project management skills with attention to timelines and executional detail.</li><li>
Collaborative and empathetic leadership style with high standards and accountability.</li><li>
Analytical mindset with a clear understanding of metrics used to evaluate influencer and PR success.</li></ul>
The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.
We will ensure that individuals with disabilities are provided the necessary accommodations to participate in the job application or interview process, to perform essential job functions, and to receive all benefits of employment. Please contact us to request accommodation.</div>

Sr. Specialist, Customer Lifecycle, Disney+

THE PIANO GALLERY

Role Summary:This role goes beyond traditional customer service &mdash; you will play a key part in driving enrollments, strengthening customer relationships, and supporting business growth. You will act as the primary point of contact for students, parents, and prospective clients, delivering excellent service while confidently converting inquiries into enrollments and maximizing retention opportunities. If you are energetic, persuasive, and target-driven, this role is for you!Key Responsibilities:-Handle customer enquiries via phone.-Retain and nurture existing students/parents by addressing concerns, following up on satisfaction, and encouraging continued enrollment or upgrades.-Support sales efforts by identifying opportunities, sharing program details, and achieving enrollment targets.-Maintain accurate customer records and follow up on leads to ensure high conversion and retention rates.-Provide outstanding service to create positive experiences and build long-term loyalty.Requirements: -Tagalog speakers but very fluent in English (excellent verbal &amp; written communication)-2+ years of proven experience in customer service + sales (telesales, retention, upselling, enrollment, or collections preferred)-Strong BPO/call center/contact center background highly valued (education, retail, telecom, finance, or service industries OK)-Demonstrated success in hitting sales/retention KPIs and closing deals over the phone-Excellent persuasion, negotiation, objection-handling, and relationship-building skills-Fast &amp; accurate typing (35+ WPM) with good computer/multitasking abilities (CRM, Google Workspace, etc.)-Confident, professional, energetic, and genuinely customer-focused mindset-Currently in the UAE with valid residency/visa and ready for immediate joiningJob Type: Full-time

Call Center Agent (Tagalog Speaker)

Icon Group of Companies

Icon Global (Private) Limited is seeking a Customer Retention Executive to play a key role in nurturing client relationships, improving satisfaction levels, and ensuring long-term loyalty.Role OverviewAs part of our team, you will be the primary point of contact for existing customers, focused on creating positive experiences, resolving concerns, and uncovering opportunities for growth. Your efforts will directly contribute to reducing customer churn and maximizing client value.Responsibilities: Foster lasting relationships with current clients to strengthen loyalty and encourage repeat business. Respond to customer concerns and inquiries across phone, email, and chat with empathy and professionalism. Identify at-risk customers through behavioral insights and implement tailored retention strategies. Promote additional products and services through upselling and cross-selling initiatives. Maintain up-to-date and accurate records in CRM systems (Zoho CRM experience is advantageous). Work closely with Sales, Marketing, Accounts, and Logistics teams to resolve issues and enhance customer experiences. Track retention KPIs and prepare reports highlighting customer satisfaction, feedback, and loyalty trends.Qualifications:Bachelor&rsquo;s or Master&rsquo;s degree in Marketing, Business Administration, or a related discipline. 2+ years of proven experience in customer retention, client management, or customer service. Strong interpersonal, negotiation, and conflict-resolution skills. Proficiency with CRM tools (Zoho CRM preferred). A sales-driven mindset with a strong focus on customer needs.Timings: 6 PM - 3 AM (Monday - Friday) Location: DHA Phase 2, Extension. Job Type: Full-time (On-site) Position Salary: Market CompetitiveOther Perks &amp; Benefits:Medical Insurance Provident Fund Paid Leaves Leaves Encashment Annual BonusNo. of positions available: 05Apply now: Send your resume to hr@icon.com.pk with the subject line &ldquo;Application for Customer Retention Executive&rdquo;Job Type: Full-timeWork Location: In person

Customer Retention Executive- Evening Shift

Job Title: Customer Experience Specialist (Sales)Company: Teleperformance EgyptLocation: New Cairo (City Walk) &ndash; On-siteRole Overview: We are looking for high-caliber English speakers to join our team. This is mainly a sales &amp; retention positions, so highly motivated sales people are more than welcome to applyKey Responsibilities:<ul><li>Sales &amp; Upgrades: Identify opportunities to upgrade existing customer services, including adding new lines and devices.</li><li>Troubleshooting: Analyze and resolve service-related issues while maintaining high quality-of-service standards.</li><li>Professionalism: Escalate complaints according to company policy and educate customers on self-help tools.</li></ul>Work Schedule:<ul><li>Shifts: 9-hour rotational shifts.</li><li>Operating Window: Rotational and night shifts</li><li>Days Off: 5 working days, 2 rotational days off.</li></ul>Compensation &amp; Benefits:<ul><li>Net Salary: Up to 19,000+ (inclusive of base and monthly KPIs).</li><li>Quarterly Bonus: Up to &euro;195 based on productivity and performance.</li><li>Monthly Variable: &euro;100 KPI-based bonus.</li><li>Incremental Raises: * 10% increase on basic salary after 6 months.</li><li>Further increases on basic and variable pay at 12, 18, and 24 months.</li><li>Overtime: Paid at a rate of 90 EGP/hour.</li><li>Training: 9 weeks of fully paid comprehensive training (Soft Skills, Product Knowledge, and Nesting).</li><li>Transportation: Dedicated company-provided transport.</li><li>Insurance: Full Medical and Social insurance.</li></ul>Candidate Requirements:<ul><li>Language: Fluent English (Excellent verbal and written communication).</li><li>Experience: Previous Sales or Technical Support experience is preferred.</li><li>Service Mindset: Must be comfortable and professional on camera (Video Chat service).</li><li>Flexibility: Willingness to adapt to different lines of business (LOBs) as needed.</li></ul>Job Type: Full-timePay: Up to E&pound;21,500.00 per monthAbility to commute/relocate:<ul><li>New Cairo: Reliably commute or planning to relocate before starting work (Required)</li></ul>Application Question(s):<ul><li>How fluent are you in English</li><li>Are you okay with night and rotational shifts</li></ul>Location:<ul><li>New Cairo (Preferred)</li></ul>

Sales & Retention Specialist (Fluent English)

Mega Vision

To handle inbound and outbound calls of customers who are wanting to cancel their lines or customers who have unpaid dues to be paid. Both these activities fall under collection and retention processes. For Retentions process staff must understand the reason for customer request to cancel the account . Try to pitch alternate plan or retention offers and ultimately convince and retain the customer. While in collections process staff has to explain the dues to customer and convince to make the payment at the earliest.Candidate with spouse visa considered.Convince the customer to pay the debt amount / Probe reason for cancellation request offer suitable retention offers and ultimately retain the customer.Investigate and resolve complaints and convince customer to continue the services.Ability to multi-task between campaigns assigned to the staff.To work as part of inbound / outbound C&amp;R campaigns.Offers solutions and suggestions for process and product improvement to management to enable enhanced collections / Retentions.To achieve the given targets on Retentions/ NPS and impact positively in overall Bad debt / Churn.To display ownership / Empathy and act as face of the organization.To highlight customer VOC and market information back to supervisors as part of improvement plan.Job Type: Full-timePay: AED3,000.00 - AED3,500.00 per monthApplication Question(s):<ul><li>Do you have spouse visa?</li></ul>Language:<ul><li>english (Preferred)</li></ul>Location:<ul><li>Ajman (Preferred)</li></ul>

CSR Collections & Retentions

Persian Horizon - FZCO

About the RoleElaris Beauty Salon, part of Persian Horizon Holding, is hiring a senior-level Loyalty &amp; Retention Leader to design, build, and scale a complete customer loyalty ecosystem from scratch.This is a high-impact revenue role. Your mission is to significantly increase repeat bookings, referral rates, customer lifetime value, and retention performance across our luxury salon operations.We are looking for someone who has successfully built and executed loyalty programs in beauty salons in Dubai.Core Objective<ul><li>Build a structured loyalty and retention system from zero</li><li>Increase repeat booking rate</li><li>Develop referral programs</li><li>Design high-conversion re-engagement campaigns</li><li>Improve customer lifetime value</li></ul>Performance and measurable results are the priority.Key Responsibilities<ul><li>Design and implement a complete loyalty program strategy</li><li>Create tiered membership or reward structures</li><li>Develop referral and incentive programs</li><li>Build reactivation campaigns for inactive clients</li><li>Implement upsell and cross-sell journeys</li><li>Integrate loyalty structure with Fresha and CRM systems</li><li>Work with internal tech team to develop required systems</li><li>Track KPIs: retention rate, repeat rate, referral rate, LTV</li><li>Build and lead a retention team if needed</li><li>Continuously optimize performance based on data</li></ul>Mandatory Requirements (Strict)<ul><li>Minimum 4 years of direct, hands-on experience building loyalty programs in beauty salons in Dubai</li><li>Proven record of increasing retention and repeat booking metrics</li><li>Experience designing referral systems and reward-based campaigns</li><li>Deep understanding of salon client behavior in Dubai</li><li>Strong analytical and KPI-driven mindset</li><li>Experience working with CRM systems and booking platforms</li><li>Leadership capability and ability to build systems from scratch</li></ul>If you have not directly built and managed loyalty programs for beauty salons in Dubai, please do not apply.Applications without proven salon loyalty experience will not be reviewed.Ideal Candidate Profile<ul><li>Strategic thinker with strong execution capability</li><li>Revenue-focused, not just marketing-focused</li><li>Experienced in luxury customer segmentation</li><li>Comfortable leading initiatives and building teams</li><li>Data-driven decision maker</li><li>Strong communication and leadership skills</li></ul>What We Offer<ul><li>Full authority to build the loyalty ecosystem</li><li>Strong internal tech and CRM support</li><li>Financial backing for implementation</li><li>Performance-driven compensation structure</li><li>Executive-level impact within a growing luxury group</li></ul>Job Type: Full-timePay: From AED10,000.00 per month

Head of Customer Loyalty & Retention

Terahertz Marketing

Job descriptionWe are looking for expert and motivated retention agents with at least 3 years experience and ready to join our team. The candidate must have knowledge of main platforms, ability to negotiate with clients and build positive relationships with customers. We are looking for agents who can fluently speak Malyalam &amp; EnglishQualification and Requirements:<ul><li>Malyalam &amp; English Speaker is a MUST</li><li>Previous FOREX industry experience is a MUST ( at least 3 Years )</li><li>Excellent communication and interpersonal skills</li><li>Ability to handle difficult clients with empathy and patience</li><li>Proven experience as a tele sales agent and call center agent with the skill to engage customer in retention</li><li>Good organizational and time- management skills</li><li>excellent skills on analyzing clients, handle complaints, developing the best strategies to renew contracts and retain business</li><li>Competence to present, promote and sell products/ services using solid arguments to existing and prospective customers</li><li>Knowledge of relevant computer software</li></ul>Benefits:<ul><li>Competitive basic salary</li><li>Performance - based incentives and bonuses</li><li>Ongoing training and career development opportunities</li><li>A supportive and collaborative work environment</li></ul>Job Type: Full-timePay: AED4,000.00 - AED6,000.00 per monthExperience:<ul><li>Retention - Forex: 3 years (Required)</li></ul>Language:<ul><li>English (Required)</li><li>Hindi (Preferred)</li><li>Malyalam (Required)</li></ul>Location:<ul><li>Dubai (Required)</li></ul>

FOREX Agents for Retention (Malyalam & English Speakers)

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