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SAVE & OUTREACH TEAMS MANAGER

XTN-6FCE310

City
NA, Philippines
Schedule
Office Location
OFFSITE

Make your next big career move by applying as KMC Solutions' next SAVE & OUTREACH TEAMS MANAGER

The Save & Outreach Teams Manager will oversee the operations of the Save Team (9 vendor-based specialists) and collaborate with a US-based manager to launch and co-lead a new Outreach Team. This role is pivotal in driving customer retention and revenue preservation through proactive engagement, data-driven decision-making, and operational excellence.
The Save Team focuses on preventing customer cancellations by offering tailored solutions such as plan modifications, discounts, and product education. The Outreach Team will proactively engage accounts showing signs of potential churn, offering strategic interventions to retain customers and maximize lifetime value.
This role requires a results-oriented leader with strong vendor management expertise, a passion for customer experience, and the ability to translate data into actionable retention strategies.

On top of your salary, here are the exciting benefits you can look forward to:

  • Work from the comfort of your own home
  • Comprehensive healthcare benefit for you and your dependents
  • Mental wellbeing programs for you and your dependents
  • Competitive time off and vacation policy
  • Thriving workplace culture centered on caring, diversity, and inclusion

The main responsibilities of a SAVE & OUTREACH TEAMS MANAGER include:

  • Vendor Management & Oversight:
    Lead and manage the third-party Save Team, ensuring high performance, adherence to KPIs, and alignment with Zoom’s customer retention goals.
  • Retention Strategy Execution:
    Develop and implement strategies to increase saved accounts and saved monthly recurring revenue (MRR) through targeted offers, plan optimization, and customer engagement initiatives.
  • Outreach Team Collaboration:
    Partner with the US-based manager to design, launch, and operationalize the new Outreach Team. Define goals, processes, and success metrics for proactive retention outreach efforts.
  • Performance Monitoring & Reporting:
    Establish and track KPIs such as saved accounts, saved MRR, CSAT, and outreach conversion rates. Provide regular performance updates and insights to leadership.
  • Process Optimization:
    Identify workflow inefficiencies and implement improvements to streamline operations, enhance customer interactions, and optimize vendor resource utilization.
  • Customer Experience & CSAT Focus:
    Ensure all customer interactions deliver a positive experience that aligns with brand standards and contributes to improved CSAT scores.
  • Data-Driven Decision-Making:
    Analyze retention trends, churn drivers, and campaign performance to inform strategy and continually refine Save and Outreach approaches.
  • Cross-Functional Collaboration:
    Work closely with Sales, Customer Success, Product, Marketing, and Finance teams to ensure consistent messaging, optimized offers, and scalable retention programs.
  • Training & Development:
    Partner with internal enablement and vendor leadership to maintain skill development and ensure the teams are equipped to handle objection management, value articulation, and offer negotiation.
  • Stakeholder Communication:
    Serve as the main point of contact between vendor management, internal stakeholders, and the US-based leadership team, ensuring transparency and alignment on goals and results.

To apply, you must be an expert on the following requirements:

  • Bachelor’s degree in Business Administration, Management, Sales, or related field.
  • 5+ years of experience in vendor management, customer retention, or sales operations, preferably within a SaaS or technology environment.
  • Proven ability to manage small- to medium-sized vendor teams and drive measurable performance outcomes.
  • Strong analytical and problem-solving abilities with expertise in using data to guide decisions.
  • Excellent communication, leadership, and negotiation skills.
  • Experience developing and executing retention or save campaigns focused on reducing churn and increasing MRR.
  • Proficiency with CRM systems (e.g., Salesforce) and performance analytics tools.
  • Demonstrated success in increasing saved accounts and saved MRR through targeted retention initiatives.
  • Experience leading vendor teams in a customer contact center or BPO environment.
  • Background in churn prevention, account management, or customer lifecycle optimization within a SaaS context.
  • Familiarity with customer segmentation and predictive analytics for churn risk identification.
  • Strong collaboration skills for working across global teams and time zones.

It will also be favorable if you are knowledgeable in:

  • Certifications in vendor management, customer success, or operations (e.g., Certified Professional in Supplier Management, Six Sigma, or equivalent).
  • Experience launching new teams or programs, particularly in proactive outreach or customer engagement functions.
  • Proven track record of improving CSAT and retention metrics through process innovation and team coaching.

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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