VP, Customer Retention & Loyalty

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP, Customer Retention & Loyalty based in United States.

We are seeking a strategic customer retention leader to transform data, analytics, and industry expertise into scalable loyalty and growth solutions.
This executive role will shape how organizations identify retention risks, uncover revenue opportunities, and strengthen long-term customer relationships.
You will build portfolio analysis frameworks, create repeatable retention playbooks, and develop innovative service offerings that drive measurable client outcomes.
Working at the intersection of customer success, data strategy, and revenue growth, you will influence enterprise strategies and enable teams to deliver greater value.
The position offers the opportunity to build new capabilities from the ground up and establish a lasting impact on customer lifecycle management.
You will partner with cross-functional leaders to turn insights into action, helping clients increase loyalty, retention, and customer lifetime value.

The VP of Customer Retention & Loyalty will lead the development of retention strategies, customer insights programs, and scalable solutions that help clients reduce customer loss and maximize growth opportunities. Key responsibilities include:

• Analyze client portfolios using customer intelligence, servicing, origination, credit, property, and behavioral data to identify retention risks and revenue opportunities.
• Develop standardized portfolio health assessment methodologies to measure runoff risk, recapture potential, cross-sell opportunities, and customer value.
• Quantify financial impact from retention initiatives and prioritize opportunities across different client segments.
• Partner with Product and Data Engineering teams to improve analytics models related to customer behavior, retention likelihood, and growth opportunities.
• Deliver executive-level portfolio assessments and strategic recommendations to key clients.
• Build and maintain a comprehensive library of retention and recapture playbooks covering customer lifecycle strategies, refinancing retention, purchase recapture, home equity growth, and cross-selling.
• Enable Customer Success teams with training, frameworks, ROI tools, campaign examples, and industry benchmarks.
• Act as a strategic advisor and escalation resource for complex retention discussions with enterprise customers.
• Design and launch a subscription-based value-added services offering focused on retention expertise, analytics, and advisory support.
• Define service packages, pricing models, delivery approaches, and success metrics for new revenue streams.
• Partner with Sales, Finance, Product, and leadership teams to develop go-to-market strategies and support revenue growth.
• Establish measurement frameworks connecting retention programs to customer outcomes, including reduced churn, improved recapture rates, and increased lifetime value.

Requirements:

The ideal candidate is an experienced customer retention, mortgage, and portfolio analytics executive with a strong ability to translate data into scalable business strategies. Required qualifications include:

• 12+ years of experience in mortgage banking, servicing, portfolio analytics, customer retention, or related leadership roles.
• Deep understanding of mortgage servicing portfolios, retention strategies, refinance behavior, purchase recapture, home equity lending, and customer lifecycle management.
• Proven experience transforming customer and portfolio data into standardized programs, frameworks, or playbooks that scale across organizations.
• Strong analytical background with the ability to evaluate customer data, identify business opportunities, and communicate insights effectively.
• Experience developing, packaging, or monetizing subscription services, advisory offerings, or professional services is highly valued.
• Ability to collaborate with executive stakeholders and influence strategy across Customer Success, Product, Sales, Data, and Finance teams.
• Strong business acumen with experience connecting customer outcomes to revenue growth.
• Exceptional communication, presentation, and leadership skills, including experience engaging senior executives.
• Ability to operate effectively in a high-visibility, build-from-scratch environment.

Benefits:

• Competitive base salary range of $200,000 - $225,000 annually, with additional bonus eligibility based on performance and company results.
• Employee stock option plan participation.
• Medical, dental, and vision insurance coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Company-paid life insurance, short-term disability, and long-term disability coverage.
• Flexible Time-Off (FTO) policy.
• Paid parental leave.
• 401(k) retirement plan with employer match.
• Opportunity to work remotely in a high-impact executive leadership role.
• Ability to influence the development of new customer retention capabilities and revenue streams.