Retention Manager

Head of Retention & Base Management – TrueOnline

Drive growth. Shape customer experience. Lead the future of retention.

TrueOnline is seeking a dynamic and strategic Head of Retention & Base Management to lead our customer value, retention, and monetization strategy. In this high-impact leadership role, you will be responsible for driving revenue growth, reducing churn, and enhancing customer lifetime value through data-driven strategies and cross-functional collaboration.

If you're motivated by building customer-centric programs, optimizing business performance, and leading teams to transform insights into action — we'd love to meet you.

Job Purpose

Lead the overall strategy and execution of customer retention, base monetization, and lifecycle optimization for TrueOnline. This role is critical to advancing commercial growth, strengthening customer loyalty, and delivering exceptional experiences across the broadband and convergence ecosystem.

Key Responsibilities

Strategic Leadership

• Define and execute customer retention and base management strategies to meet TrueOnline's commercial growth targets for broadband and convergence services.

Revenue & Base Optimization

• Drive ARPU uplift, reduce churn, and improve customer lifetime value through targeted upsell, cross-sell, and migration initiatives.

Campaign & Offer Management

• Lead the end-to-end base monetization roadmap, including segmentation, offer design, pricing, communications, and campaign performance evaluation.

Cross-functional Collaboration

• Partner with CVM, Product, IT, Finance, Brand, and Sales teams to create retention and engagement programs across digital and physical channels.

Performance Management

• Develop KPI and performance frameworks to track business health, identify risks, and align outcomes with organizational goals.

Customer Insights & Analytics

• Use data analytics, behavioral insights, and predictive models to design proactive retention strategies and improve campaign effectiveness.

Convergence Synergy

• Align retention strategies across broadband, mobile, and the True ecosystem to accelerate convergence adoption and household penetration.

Operational Excellence

• Lead, mentor, and strengthen the retention & base management team, fostering a data-driven, high-performance culture.

Qualifications & Experience

Education

• Master's degree in Business Administration, Marketing, Economics, or a related field.
• Strong understanding of the telecom ecosystem, including product development, channel management, go-to-market strategies, and lifecycle management.

Experience

• 15+ years in product marketing or related fields.
• 10+ years of team leadership experience.
• Proven experience in CVM, marketing communications, and product management.
• Background in project management, commercial strategy, and roadmap planning.

Skills & Competencies

• Strategic thinker with strong analytical and communication skills.
• Deep customer insight and strong ability to translate market trends into strategy.
• Ability to thrive in fast-paced environments and handle ad-hoc challenges with agility.

Why Join Us

At TrueOnline, you'll lead high-impact initiatives that shape the customer experience for millions. You'll influence strategy at the highest levels, work with cross-functional leaders, and drive meaningful business outcomes across Thailand's leading digital ecosystem.