Job Description

Role SummaryThe Retention Manager is responsible for developing and executing strategies to reducecustomer churn and increase customer loyalty. This role involves leading customerexperience initiatives and analysing customer feedback to implement improvementsacross all customer touchpoints like Web, App and CRM.ResponsibilitiesCustomer Retention Strategy1. Develop and implement customer retention strategies and initiatives to reducechurn rates.2. Conduct customer segmentation analysis to identify at-risk customers and createtargeted retention campaigns.3. Build and execute retention programs to enhance the customer experience andencourage long-term relationships.4. Analyse and improve customer touchpoints, ensuring a seamless and positiveexperience from pre-purchase to post-purchase interactions.Customer Insights & Analysis1. Analyze customer behavior, usage patterns, and feedback to identify potentialissues that could lead to churn.2. Collect and analyze customer feedback through surveys, reviews, and directinteractions to identify trends and areas for improvement.3. Monitor key performance metrics (e.g., churn rate, customer satisfaction, NPS)and use data-driven insights to continuously optimize retention efforts.4. Work closely with data teams to track customer journey touchpoints and developinsights for effective retention tactics at all touchpoints like Web, App and CRMCustomer Engagement1. Design and oversee personalized offers, loyalty programs, and incentives to keepexisting customers engaged.2. Ensure regular communication with high-value or at-risk customers to providepersonalized solutions and improve overall satisfactionCross-Department Collaboration1. Collaborate with the sales, and customer service teams to develop holisticretention strategies and seamless customer experiences.2. Liaise with the product and technical teams to ensure service offerings align withcustomer needs and improve retention.Problem Resolution1. Work proactively to resolve customer complaints and issues that may contribute tochurn, ensuring customer satisfaction and retention.2. Monitor and address customer feedback on social media, surveys, and otherchannels

Job Type: Full-time

Pay: ?2,500,000.00 - ?3,000,000.00 per year

Benefits:

Provident Fund
Application Question(s):

current ctc and notice period ? Do u have experience in telecom industry ? Company name ?
Experience:

telecom industry: 10 years (Required)
Work Location: In person