Retention & Customer Satisfaction Manager

Dear candidates, please carefully review the requirements before applying.

About Us: Citifuel LLC (offices in Uzbekistan and the USA), a company providing discount fuel cards in the USA.

We are looking for an experienced and results-driven Retention & Customer Satisfaction Manager to join our Tashkent-based team.

Key Responsibilities:

Operational Management

• Organize and supervise the day-to-day work of the Retention & CS Department;

• Set goals and KPIs for the team, monitor performance and productivity;

• Participate in the recruitment, onboarding and training of new team members.

Customer Experience

• Analyze customer feedback to identify pain points and implement improvement initiatives;

• Increase customer satisfaction levels through systematic handling of customer requests and concerns;

• Develop and execute strategies to boost retention rate and reduce churn.

Reporting & Analytics

• Prepare weekly and monthly performance reports of the department;

• Monitor and improve key metrics: CSAT, NPS, Retention Rate, Churn Rate;

• Implement automated tools and solutions for performance tracking.

Key Requirements:

• Minimum 2 years of experience in customer service, retention or operational management;

• Strong leadership and team management skills, proven ability to delegate and achieve results;

• Excellent analytical mindset and proficiency with metrics, Excel/Google Sheets, CRM systems;

• Experience in developing and implementing internal processes & SOPs is an advantage;

• English level: Upper-Intermediate or higher (team and client communication);

• Bachelor’s degree or above;

• Knowledge of US customer service principles is a strong plus.

What We Offer:

• Office located in Tashkent;

• Official employment;

• Working hours aligned with EST (19:00–03:00 Tashkent time);

• 5-day working week;

• Opportunities for career growth and professional development;

• Supportive team that values innovation and creativity;

• The chance to make a real impact in a vital industry.