Retention & Sales Operations Manager (m/w/d)

As Retention & Sales Operations Manager, you will be responsible for maximizing customer retention, renewal performance, and sales efficiency across multiple European markets. Working closely with Marketing, Country Managers, Finance, and customer-facing teams, you will design and implement scalable processes that reduce churn, improve conversion, optimize acquisition spend, and support profitable growth across Hyundai Connected Mobility's subscription business.

We want you to:

• Design and execute retention strategies across the customer lifecycle, including renewal journeys and cancellation prevention initiatives.
• Build and manage scalable sales operating processes, including lead-response standards, conversion management, and sales playbooks.
• Reactivate dormant and legacy leads through targeted CRM and lifecycle marketing activities.
• Analyze customer behaviour, churn drivers, and cancellation reasons to identify opportunities for retention and revenue growth.
• Measure customer acquisition cost (CAC) across channels and recommend budget allocation based on performance and efficiency.
• Monitor and optimize sales and retention funnels to improve conversion, renewal, and customer lifetime value.
• Establish reporting and performance metrics to drive operational excellence and commercial decision-making.
• Partner with Marketing, Country Managers, and Finance to align acquisition, retention, and business economics.

About you:

• Bachelor's degree in Business, Marketing, Sales, or a related field.
• 8+ years of experience in Sales Operations, Revenue Operations, CRM, Lifecycle Marketing, Retention, or a similar commercial function, ideally in a subscription or recurring-revenue business.
• Proven track record of improving retention, reducing churn, and optimizing customer journeys through measurable initiatives.
• Strong understanding of sales and retention funnels, conversion management, lifecycle communications, and customer acquisition economics.
• Hands-on experience with CRM and marketing automation platforms.
• Strong analytical and stakeholder management skills, with the ability to turn data and customer insights into business actions.
• Fluent in English; additional European languages are a plus.

Rewards and Benefits:

• A strategic role with high visibility and direct impact on MOCEAN's commercial success across Europe.
• An international environment with close collaboration across European markets and cross-functional teams.
• Competitive compensation and benefits, including mobility solutions and additional employee perks.
• Flexible hybrid working arrangements that support work-life balance.
• A vibrant workplace experience, including company gym access, sports clubs, and daily catering benefits.