Retention Team Leader
# One Group | One Energy
We are Enerwave, member of HELLENiQ ENERGY and a leader in providing outstanding and innovative energy solutions. We operate with passion, being engaged in heart and mind to what we do, and we pride ourselves on offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, across multiple departments and areas of expertise.
We are currently looking for a Retention Team Leader, who will drive customer loyalty and reduce churn through proactive relationship management, insight-led retention strategies, and cross-functional coordination. Act as the voice of the customer within the organization, translating data into commercial actions that sustain market share and profitability in a highly volatile Greek energy market.
What will you do:
- Retention Strategy & Execution: Design, implement, and manage retention initiatives to meet churn reduction targets and optimize lifetime value (LTV) according to CVM. Segment customers by risk, value, and behavior to tailor communication and intervention strategies.
- Customer Engagement & Relationship Management: Act as a trusted advisor for high-value or at-risk customers, focusing on empathy, transparency, and problem resolution. Lead loyalty and win-back campaigns across multiple channels, ensuring consistent customer experience.
- Market & Competitive Responsiveness: Monitor competitor pricing, offers, and service practices, providing rapid feedback to marketing and pricing teams. Recommend tactical adjustments to minimize churn risk during periods of volatility or regulatory changes.
- Data & Performance Analytics: Collaborate with analytics teams to design dashboards, interpret churn data, and evaluate retention campaign ROI. Identify structural causes of churn and recommend data-backed process or policy improvements.
- Cross-Functional Collaboration: Partner with CVM, Operations, and Customer Service ensure cohesive customer communication and end-to-end retention flow. Support the development of customer-centric policies and continuous service improvement and churn reduction.
- Compliance & Brand Integrity / Capability Building: Ensure retention activities comply with Greek energy sector regulation. Mentor colleagues in customer empathy, negotiation, and retention best practices.
What you need to be successful:
- A BSc in Business, Economics, or Engineering
- A MSc will be considered as an asset
- 3-5+ years of relevant experience in Retention, CRM, or Account Management (telco/energy/utilities)
- Strong analytical ability (Excel, Power BI, CRM systems). Understanding of the Greek regulatory energy framework and evolving market dynamics
- Scenarios and Scripts creation and management
- Excellent written and oral communication in English
- Excellent knowledge in Excel, Power BI, CRM systems and MS Office Suite
- Customer Centricity
- Negotiation & Persuasion
- Results Orientation
- Analytical Thinking
Our offer to you:
- Competitive salary
- Bonus scheme
- Ticket restaurant card
- Transportation reimbursement
- Private Health Insurance coverage
- Pension Scheme
- Home electricity and natural gas discount
- Continuous learning & upskilling opportunities and access to our premium online training platform
- One extra day of paid time off
- Reimbursement for your athletic activities
- Wellness initiatives & benefits at the office
Enerwave S.A. will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data. Enerwave S.A. has the right to transfer your personal information to third parties to whom it has assigned services, which require the collection and processing of such personal data for candidate evaluation in the process of personnel selection.
For more information regarding the processing of your personal information and exercising your rights, please read the Notice to Candidate Employees