Retention Specialist

Key Skills: Customer Retention, Analytical & Data Interpretation, Customer Segmentation, Web, App & CRM Analysis, Google Analytics & Data Tools

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 or Master'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 analyzing customer journeys and interactions on Web, App, CRM and Chatbot.

- Experience analyzing 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