Retention Specialist

Responsibilities:

• 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.
• 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
• 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
• 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.
• 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.
• 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

• Bachelors 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.