Retention Specialist

Job Overview:

The Retention Manager is responsible for developing and executing strategies to reduce customer churn and increase customer loyalty. This role involves leading customer experience initiatives and analysing customer feedback to implement improvements across all customer touchpoints like Web, App and CRM.

Required Skills and Qualifications

1. Bachelor's degree in business administration, Marketing, or a related field.

2. Proven experience in customer retention, loyalty programs, or a related role in the

telecom or service industry.

3. Strong analytical skills and the ability to interpret data and metrics.

4. Knowledge of campaign management tool like Adobe Classic or any other relevant

tool is highly desirable.

5. Familiar with analysing customer journeys and interactions on Web, App, CRM and

Chatbot.

6. Experience analysing Web and App trends on Google analytics and other tools.

7. Excellent communication and interpersonal skills.

8. Ability to think strategically and manage multiple retention initiatives simultaneously.

9. Problem-solving mindset and customer-centric approach.

10. Experience working with cross-functional teams in a dynamic, fast-paced

environment.

11. Familiarity with customer segmentation techniques and advanced data analytics

tools.

Key Performance Indicators

Churn Rate Reduction

Customer Lifetime Value (CLTV)

Net Promoter Score (NPS)

Retention Campaign Effectiveness (response rates, conversions)

Customer Satisfaction (CSAT) Scores