Job Description

Responsibilities: 
Customer Retention Strategy:
Develop and implement customer retention strategies and initiatives to reduce churn rates. 
Conduct customer segmentation analysis to identify at-risk customers and create targeted retention campaigns. 
Build and execute retention programs to enhance the customer experience and encourage long-term relationships. 
Analyse and improve customer touchpoints, ensuring a seamless and positive experience from pre-purchase to post-purchase interactions. 
Customer Insights & Analysis:
Analyze customer behavior, usage patterns, and feedback to identify potential issues that could lead to churn. 
Collect and analyze customer feedback through surveys, reviews, and direct interactions to identify trends and areas for improvement. 
Monitor key performance metrics (e.g., churn rate, customer satisfaction, NPS) and use data-driven insights to continuously optimize retention efforts. 
Work closely with data teams to track customer journey touchpoints and develop insights for effective retention tactics at all touchpoints like Web, App and CRM 
Customer Engagement: 
Design and oversee personalized offers, loyalty programs, and incentives to keep existing customers engaged. 
Ensure regular communication with high-value or at-risk customers to provide personalized solutions and improve overall satisfaction 
Cross-Department Collaboration:
Collaborate with the sales, and customer service teams to develop holistic retention strategies and seamless customer experiences. 
Liaise with the product and technical teams to ensure service offerings align with customer needs and improve retention. 
Problem Resolution:
Work proactively to resolve customer complaints and issues that may contribute to churn, ensuring customer satisfaction and retention. 
Monitor and address customer feedback on social media, surveys, and other channels. 
Reporting & Monitoring:
Provide regular reports on retention performance, identifying trends, challenges, and areas for improvement. 
Develop actionable insights from customer data and feedback to drive improvements in retention strategies 
 
Required Skills and Qualifications 
Bachelor’s degree in business administration, Marketing, or a related field. 
Proven experience in customer retention, loyalty programs, or a related role in the telecom or service industry. 
Strong analytical skills and the ability to interpret data and metrics. 
Knowledge of campaign management tool like Adobe Classic or any other relevant tool is highly desirable. 
Familiar with analysing customer journeys and interactions on Web, App, CRM and Chatbot. 
Experience analysing Web and App trends on Google analytics and other tools. 
Excellent communication and interpersonal skills. 
Ability to think strategically and manage multiple retention initiatives simultaneously. 
Problem-solving mindset and customer-centric approach. 
Experience working with cross-functional teams in a dynamic, fast-paced environment. 
Familiarity with customer segmentation techniques and advanced data analytics tools. 

Skills Required