Manager – Customer Grievance & Retention

Job Description

Designation - Manager – Customer Grievance & Retention CTC: 50K EXP: 5+ YEARS Location - Rohini West Interested candidates can call or whatsapp me on 9289008078 Grievance Management: Timely acknowledgment, registration, and resolution of client grievances as per defined TAT. Maintain a comprehensive grievance log and track all open cases until closure (report management) Reduction of repeated complaints Escalation Handling: Manage escalated grievances with sensitivity and urgency. Work closely with Sales team to resolve complex or high-impact cases. Conduct root cause analysis for recurring issues and recommend corrective/preventive actions. Coordinate with internal departments to ensure effective problem resolution. Customer Retention - Develop and execute retention strategies to reduce churn and increase repeat business. Analyze customer data and behavior to identify at-risk customers and design targeted retention campaigns. Collaborate with sales, marketing, product, and customer service teams to enhance the end-to-end customer journey. Monitor key metrics such as churn rate, retention rate, customer satisfaction (CSAT), and Net Promoter Score (NPS). Use CRM tools and marketing automation platforms to track and optimize retention activities. Stay updated on industry trends and competitor strategies related to customer loyalty and retention. Upselling, collection from existing clients and generate the revenue Regards Harshita Show more Show less