Program Manager APAC – Customer Growth & Retention

Our client is an award-winning Global Fintech, and they have developed this independent contributor role for continued growth across the APAC region within Customer Success Growth and Retention Strategy.

Reporting directly to the Head of Customer Success APAC, this is not a traditional CSM role but you’ll lead the design and execution of high-impact customer strategies to drive retention, loyalty and advocacy.

Responsibilities include :-

• Contribute to the customer retention and revenue growth strategy
• Drive and deliver on the growth and retention on scale through BPOs
• Use a data and insights driven approach to continuously improve operations
• Accountable for the achievement of growth and retention targets for customers in APAC
• Ideate, design and run experiments to quantify the expected impact of proposed growth
• Partner with Customer Experience Design to create the detailed design, playbook and implementation plan to enable execution of these strategic initiatives
• Program manage the implementation of programs and be accountable for the execution of the program through collaborating with internal stakeholders – whether they be delivered by our outsourced BPO partners, in-house team members or through digital interventions
• Work with global peers and stakeholders to support our ‘global by design’ principles

What are we looking for?

• Must have at least 5 years’ experience in customer success strategy roles in APAC in a Saas/ tech / telco companies where scale is important
• Must be a Strategic thinker & commercially savvy
• Must have program management experience across APAC within Customer Success deliverables
• Passion for operational excellence
• Enjoy using Data to drive key decisions that are going to improve the business performance
• Great communication skills and being able to Influence through collaboration
• Superior communication skills (verbal and written) to simplify and complex issues

Why Join?

• Hybrid working – balance flexibility with collaboration
• Work in a high-performing, values-driven team
• Initial 12-month contract with genuine potential to convert to permanent
• Be part of a trusted global Fintech brand making a real difference for SMEs

Ready to make your next move?

Click Apply Now or contact Toni on 0429 841 882 for a confidential conversation.

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