Customer Retention and Loyalty Coordinator

Description

Position Summary: We are seeking a Customer Retention and Loyalty Coordinator with a commercial orientation and leadership capabilities to maximize student retention and recover receivables at KINEDRIK. Key Highlights: 1. Lead the loyalty and retention team with strategic impact. 2. Design and implement strategies to increase student retention. 3. Intervene in complex retention and negotiation cases. At KINEDRIK Business School, we seek to hire a **Customer Retention and Loyalty Coordinator** with strong commercial orientation, leadership ability, and a clear vocation for student loyalty and recovery. We seek a person who understands that fostering loyalty is not merely about serving students: it means listening, anticipating needs, negotiating, building trust, and finding solutions that make students want to continue with us. ##### **Your Mission** Lead the Customer Loyalty and Retention Department, directly coordinating a team of 3–4 people and developing strategies focused on: * Increasing student retention and loyalty * Reducing dropouts and attrition * Recovering students intending to cancel or abandon their studies * Managing and improving receivables recovery * Strengthening student engagement and experience with KINEDRIK ##### **What You’ll Do** * Lead, organize, and conduct daily follow-up of the Loyalty and Retention team * Set objectives, priorities, and KPIs for the department’s 3–4 members * Design and implement student loyalty, retention, and recovery strategies * Proactively identify students at risk of dropout, non-payment, or disengagement * Directly intervene in the most complex retention and negotiation cases * Develop student engagement and “win-back” strategies, reinforcing their trust and commitment to KINEDRIK * Manage objections, complaints, and sensitive situations by seeking solutions that retain students * Coordinate overdue debt and receivables recovery actions * Negotiate payment commitments and alternatives within established policies * Analyze causes of dropout, non-payment, and dissatisfaction, converting insights into concrete actions * Monitor key departmental indicators: retention rate, dropout rate, recovered students, receivables recovery, and team productivity * Prepare performance reports and action plans * Collaborate closely with other departments across the School ##### **What We’re Looking For** * Experience in loyalty, retention, customer success, customer recovery, collections, and commercial management * Experience leading teams and tracking goal achievement * Strong commercial and negotiation profile * Excellent communication skills, persuasive ability, and objection-handling expertise * Ability to build empathy and trust without losing focus on results * Strategic mindset and ability to transform problems into solutions * Proactive, solution-oriented, and goal-driven profile * Analytical capability and experience working with KPIs * Prior experience in education, training, banking, insurance, telecommunications, or other sectors where customer retention and loyalty are critical will be highly valued ##### **How We’ll Measure Your Success** Primarily through: Student retention \| Dropout reduction \| Student recovery \| Receivables recovery \| Payment commitment fulfillment \| Team productivity and results ##### **Work Modality** **Location:** Colombia **Modality:** Initially onsite. After successfully completing the probationary period and demonstrating a high level of autonomy and goal attainment, hybrid work may be granted per **KINEDRIK’s** policies. **Contract:** Indefinite-term **Schedule:** Colombian working hours. We seek a profile that makes a difference * We do not seek merely someone who coordinates tasks or manages incidents. * We seek someone capable of leading the team, designing strategies, and stepping into operations when needed. * Someone who, when faced with a student wanting to leave, can listen, identify the true reason, manage their objections, propose alternatives, and rebuild trust and value in their relationship with **KINEDRIK.** **If you possess a commercial mindset, leadership ability, strong negotiation skills, and enjoy turning difficult situations into opportunities for loyalty, we want to meet you.**