Retention Specialist
Retention Specialist
Posted on :
13-03-2025
Employer Active
1 Vacancy
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Job Description
Responsibilities:
- Customer Retention Strategy:
- Develop and implement customer retention strategies and initiatives to reduce churn rates.
- Conduct customer segmentation analysis to identify atrisk customers and create targeted retention campaigns.
- Build and execute retention programs to enhance the customer experience and encourage longterm relationships.
- Analyse and improve customer touchpoints ensuring a seamless and positive experience from prepurchase to postpurchase 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 datadriven 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 highvalue or atrisk customers to provide personalized solutions and improve overall satisfaction
- CrossDepartment 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
Requirements
Required Skills and Qualifications
- Bachelor 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 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.
- Problemsolving mindset and customercentric approach.
- Experience working with crossfunctional teams in a dynamic fastpaced environment.
- Familiarity with customer segmentation techniques and advanced data analytics tools.
Customer Retention, Analytical & Data Interpretation, Customer Segmentation, Web, App & CRM Analysis, Google Analytics & Data Tools
Education
Any Graduation
Employment Type
Full Time
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