Customer Retention Manager

The Manager, Retention (Value & Return) role is responsible for driving repeat lending and customer win-back across Mogo’s boda and car loan portfolio. It directly manages 16–25 retention agents, overseeing targets, productivity, attendance, performance and discipline. The role owns coaching, call quality, retention playbooks, pipeline management and data-driven performance improvement. It is a highly commercial, hands-on role focused on achieving issuance targets through effective customer segmentation, conversion, coaching and operational discipline.