Retention Account Manager

●

6 hours ago

Greece, Attiki, Athens

Full Time

Mid-Level

On-Site

Basic Information

Enerwave, a leading electricity and natural gas supplier and proud member of HELLENiQ ENERGY Group is looking for a Retention Account Manager to drive customer loyalty and reduce churn through proactive relationship management and insight-led retention strategies. The role acts as the voice of the customer within the organization, translating data into commercial actions that sustain market share and profitability in the Greek energy market.

Responsibilities

Design, implement, and manage retention initiatives to meet churn reduction targets and optimize customer lifetime value — segmenting customers by risk, value, and behavior to tailor communication and intervention strategies.
Act as a trusted advisor for high-value and at-risk customers, leading loyalty and win-back campaigns across multiple channels while ensuring a consistent customer experience.
Monitor competitor pricing, offers, and service practices providing rapid feedback to marketing and pricing teams and recommending tactical adjustments during periods of market volatility or regulatory change.
Collaborate with analytics teams to design dashboards, interpret churn data, and evaluate retention campaign ROI identifying structural causes of churn and recommending data-backed improvements.
Partner cross-functionally with CVM, Operations, and Customer Service to ensure cohesive customer communication and end-to-end retention flow.
Ensure all retention activities comply with Greek energy sector regulation, and mentor colleagues in customer empathy, negotiation, and retention best practices.

Requirements

Account Management

CRM

Customer Needs Analysis

Microsoft Power BI

Sales

Bachelor's degree in Business, Economics, Engineering, or a related field.
3–5+ years of experience in Retention, CRM, or Account Management, ideally in telco, energy, or utilities.
Strong analytical skills — proficient in Excel, Power BI, and CRM systems.
Understanding of the Greek energy regulatory framework and market dynamics.
Experience in scenario and script creation and management.
Excellent negotiation, persuasion, and customer-facing communication skills.
Fluent in Greek and English.

Benefits

Competitive salary commensurate with experience.
Annual performance bonus.
Company car and monthly fuel allowance.
Meal vouchers.
Private health insurance.

Good to have

Master's degree in a relevant field.
Experience with CVM (Customer Value Management) frameworks.

Retention Account Manager

Basic Information

Responsibilities

Requirements

Benefits

Good to have

About the company

About the company

Retention Account Manager

Basic Information

Responsibilities

Requirements

Benefits

Good to have

About the company

About the company