Customer Retention Team Leader

📍 Location: Plovdiv, Bulgaria (on-site) 💼 Employment Type: Full-time, office-based 💰 Base Salary: 2,500 BGN 🎯 Performance Bonus: Yes 1️⃣ value & number of retained contracts 2️⃣ value of generated sales (upsell / cross-sell) 👉 Realistic monthly earnings: 5,500–7,000 BGN🚀 About the RoleWe are recruiting for our client an experienced and proactive Customer Retention Team Leader who will manage a small team (2–3 people) responsible for contract retention, renegotiations, and post-sales support.This is a key operational role combining leadership, negotiation, and direct client communication, aimed at reducing cancellations and increasing customer lifetime value.If you thrive in a target-driven environment, enjoy resolving client objections, and can motivate a team while delivering your own KPIs — this role is for you.🛠 Key ResponsibilitiesTeam Leadership & CoordinationManage, organize, and support the daily work of a 2–3 person retention team.Monitor performance, quality of calls, and results.Provide ongoing coaching, feedback, and motivation.Ensure the team meets monthly retention and sales KPIs.Active Operational Work (50% of the role)Conduct calls with customers requesting contract cancellation to retain or partially retain the agreement.Handle inbound/outbound calls and emails related to post-sales support.Negotiate and renegotiate contract terms; prepare amendments and proposals.Enter notes, updates, and statuses into the CRM system.Coordinate contract-related logistics: shipments, returns, documents.Sell additional products and services through upselling & cross-selling.Collaborate with Administration, Legal, and Logistics teams.🎯 Requirements2–3 years of experience in customer retention, soft collections, call center, sales, or post-sales support.Strong negotiation skills and ability to handle difficult conversations.Experience working with performance indicators (KPIs).Excellent communication and persuasive abilities.Strong organizational skills, self-discipline, and ownership.Experience with CRM/ERP systems is an advantage.Ability to prepare written documents, including contract amendments.Comfortable working in a dynamic, target-focused environment.✨ What We OfferBase salary + high performance bonuses (5,500–7,000 BGN total expected).Leadership role with direct impact on business results.Opportunity to build, shape, and grow the retention team.Stable and supportive work environment.Clear career path in sales & operations.📩 Interested? Apply now or message me for more details — I’ll be happy to share more about the opportunity.