Head of Retention Atlantic

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

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 year-on-year 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 post renewal analysis, and cross functional 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 double digit retention improvements, increased customer satisfaction, accurate renewal forecasting, and being an influential contributor to a high performance, customer obsessed team culture. 

The retention manager will also oversee the strategic conversion of existing BTC customers in Bermuda from copper-based services to fibre solutions, ensuring a smooth migration experience and supporting long term 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 post renewal analysis to support strategic decision making, 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 client visible 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 high quality renewal proposals and propositions that support customer needs and reinforce long term 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% on target 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 value based 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 

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.