Head of Churn & Retention B2B 80-100%

At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It’s where respect and innovative ideas combine with real teamwork – every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.

The Head of B2B Retention is a key leadership role responsible for strengthening customer loyalty, reducing churn, and driving sustainable revenue protection within the B2B Customer Value Management organization. The role combines strategic ownership with operational leadership, including the management of a Switzerland-based team and the steering of an external operational team abroad. By translating market insights, customer behavior, and business priorities into effective retention strategies, targeted campaigns, and measurable initiatives, the role ensures strong commercial impact, improved customer commitment, and continuous performance improvement across the retention function.

YOUR CHALLENGE:

• Lead the B2B Retention organization, including the strategic team in Switzerland and the operational team abroad, ensuring clear priorities, alignment, and full accountability for team performance
• Develop and execute customer retention strategies to reduce churn, prevent cancellations, strengthen long-term customer commitment, and support sustainable revenue protection
• Design and launch targeted retention campaigns tailored to customer segments, market dynamics, and customer behavior, including full end-to-end ownership of complex retention initiatives
• Own retention sales targets and offer management, ensuring commercially effective propositions that maximize saved revenue and customer value
• Steer operational excellence across external call centers, including day-to-day performance management, capacity planning, customer escalations, and quality of execution
• Monitor, analyze, and report performance through relevant KPIs such as churn, saved revenue, campaign effectiveness, budget impact, and financial contribution, with regular senior management updates
• Build customer loyalty and operational alignment by strengthening key customer relationships, improving customer experience, managing the churn budget effectively, and travelling abroad 2–3 days per month where required to ensure alignment with operational teams

YOUR SKILLS:

• Bachelor's degree in Business Administration, Marketing, or a related field
• Extensive experience in Telecommunications, including 3+ years leading Retention teams in an international environment
• Strong knowledge of B2B telecom products and enterprise solutions such as cloud, security, automation, UCC, and analytics
• Technical expertise combined with strong business acumen to develop customer-centric retention strategies and solutions
• Excellent communication, stakeholder management, and collaboration skills, paired with a strong analytical mindset and data-driven decision-making
• Highly organized, with proven experience managing complex campaigns or projects successfully from planning to implementation
• Fluent in German and English; additional national languages are an advantage

At Sunrise, you’ll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn’t just a program for us, it’s part of our DNA. By celebrating our differences, we achieve great things together.

Sunrise has partnered with «Advance – Gender Equality in Business». We’ve also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.

Ready to rise to the challenge? Then join the team and actively shape our future!

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