Job Description

We are seeking an experienced Customer Retention & Strategy Leader with a strong background in banking, financial services, or customer-centric organizations to drive enterprise-wide customer retention and engagement initiatives. The successful candidate will work closely with cross-functional partners — including analytics, marketing, product, technology, and frontline teams — to define strategy, optimize customer lifecycle approaches, and ensure measurable reductions in customer attrition.

This role is ideal for a strategic, execution-oriented professional who excels in complex environments and is comfortable operating across strategy, operations, and delivery to drive tangible business outcomes.

Location: Toronto, ON (Hybrid – 3 days in office)
Contract Length: 24 Months (Extension or FTE Conversion Possible)
Pay: T4: $53.57/hr // IC $61.54/hr

RESPONSIBILITIES

• Own and drive the end-to-end Customer Retention Strategy, including defining priorities, sequencing initiatives, and delivering measurable outcomes.
• Lead cross-functional execution by translating strategy into initiatives, campaigns, tools, and system enhancements across analytics, marketing, product, technology, and frontline teams.
• Design and evolve the enterprise customer retention operating model, including governance, decision frameworks, and execution cadences.
• Identify drivers of customer attrition and develop data-driven strategies, campaigns, and tools to proactively mitigate risk and improve retention outcomes.
• Develop and continuously evolve frontline retention playbooks, embedding retention behaviours into daily operations and customer interactions.
• Translate analytics and attrition models into actionable insights, enabling frontline teams with clear triggers, prompts, and prioritized actions.
• Ensure integration of retention insights into systems, workflows, and decision-making processes that directly influence customer engagement.
• Identify and scale best practices across regions, driving consistent adoption and measurable impact at enterprise scale.

QUALIFICATIONS

• 8+ years of experience in strategy, consulting, growth, or customer retention roles within financial services or customer-centric industries.
• Proven ownership of customer retention, churn reduction, or lifecycle management initiatives with measurable business impact.
• Strong ability to operate at both strategic and execution levels, driving initiatives from concept through delivery.
• Demonstrated ability to influence and drive alignment across cross-functional teams without direct authority.
• Strong analytical mindset with experience leveraging data, models, and insights to guide decision-making and customer strategies.
• Experience leading change, driving adoption of tools and processes, and embedding new ways of working in complex organizations.
• Excellent communication and executive storytelling skills, with strong proficiency in PowerPoint and Excel.
• Ability to thrive in a fast-paced, matrixed environment and manage multiple priorities effectively.

Preferred

• Experience in banking or fintech environments.
• Experience working in large enterprise organizations with complex stakeholder environments.
• MBA or relevant advanced degree is an asset.

Education

• Post-secondary degree in Business, Finance, Marketing, or a related discipline.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.