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
Didn’t find the job appropriate? Report this Job