Sr. Retention Product Manager | Growth Tribe @ING Bank

Discover ING Bank Romania

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more than 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission

We are seeking an exceptional Senior Retention Product Manager to architect and own our customer retention framework from the ground up. This is a strategic, high-impact individual contributor role where you'll be responsible for churn reduction, increasing customer lifetime value, and establishing retention best practices across our private individuals customer base.

You'll work at the intersection of data, product, and customer experience - leading the design, implementation, and continuous optimization of retention programs that keep our customers engaged and loyal in a highly competitive market.

Reporting to the Head of Development and Engagement within our Growth Tribe, you'll collaborate cross-functionally with data analysts, CRM specialists, marketing content teams, and the product tribes to drive measurable retention outcomes.

Your day to day

Retention Framework & Strategy

• Design, build, and implement a comprehensive customer retention framework from the ground up

• Own and evolve the retention strategy for private individuals, with focus on high-churn segments

• Integrate retention and churn management components into the customer and product lifecycle programs

Churn Analysis & Prevention

• Act as the subject matter expert for churn propensity modeling in collaboration with data teams

• Analyze churn drivers across customer cohorts, channels, and product categories

• Partner with product tribes to address churn root causes at product level

• Monitor competition to anticipate and respond to retention threats

Campaign Design & Optimization

• Design, test, and optimize targeted retention campaigns with CRM and marketing teams

• Establish experimentation frameworks (A/B, multivariate testing)

• Define success metrics, retention KPIs, and cost-to-retain models

• Build dashboards and reporting mechanisms to track performance

Cross-Functional Leadership

• Collaborate with product tribes to embed retention insights into product roadmaps

• Work with data analysts and data scientists to drive segmentation, predictive modeling, and personalization

• Partner with CRM and content teams to ensure seamless campaign execution

• Present strategies, insights, and recommendations to senior leadership

Innovation & Best Practices

• Stay current with retention practices across industries

• Introduce innovative retention tactics tailored to a promotion-heavy acquisition market

• Build institutional capabilities: playbooks, processes, and training materials

What you bring to the team

• 5+ years of experience in retention, product management or customer lifecycle roles

• Proven ability to build and scale retention programs in high‑churn environments

• Strong analytical mindset, comfortable working with data insights, segmentation and propensity models

• Able to translate complex data into clear strategies and actionable improvements

• Familiarity with SQL or similar querying languages is a plus

• Solid understanding of churn, CLV, customer behavior and key retention KPIs

• Strategic thinker who can balance long-term vision with hands-on execution

• Strong business acumen and understanding of how retention impacts P&L

• Comfortable working in fast-paced, competitive markets with high acquisition intensity

• Excellent collaboration skills across product, CRM, marketing and data teams

• Strong communicator with the ability to influence without formal authority

• Confident presenting findings, results and recommendations to senior leadership

• Experience in telecom, fintech, digital banking or subscription-based industries is an advantage

• Bonus: experience building retention capabilities from scratch or working with ML-driven churn models

What we offer

• Impactful work in a fun and collaborative environment;

• Open-concept offices designed for both team work and relaxation;

• Corporate events and social gatherings;

• Hybrid way of working with flexible working schedule and short week options;

• Monthly budget on Benefit platform;

• Extra annual leave days depending on the total length of working experience;

• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications;

• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments;

• Context to make an impact through Sustainability and Corporate Social Responsibility projects.