Lead Retention And Churn Management

1 day ago


Uncha Samana, India airtel Full time

The Lead Retention & Churn management role is to manage the customer retention for Broadband & Air Fiber customers for Pan IndiaLevel:- Sr Manager / DGMRole requires a combination of strategic thinking & hands on management skills to drive retention activitiesManage the roadmap for retention for Broadband & Air Fiber customersDevelop comprehensive retention strategies aligned with organizational goals and retaining Broadband customers, utilizing various channels and touchpointsSegment the customer base and personalize retention initiatives based on lifecycle stages, customer journeys, consumer usage behavior patternCustomer Insights & Analysis – monitoring & analyzing data to identify customer behavior and identify retention opportunities and predict churn risk factors.Analyzing data to identify trends, measure outcomes & make informed decisions & action plan to minimize churn dataIdentify process gaps leading to deterioration in customer experience and taking up for process modification involving relevant stakeholders for automation, revision of process etc.Ability to understand complex processes, problems, gather data and drivesolutions.Cross functional collaboration : coordinate with sales, marketing, billing, technical, contact center etc for process corrections Manage the partner to drive timely retention activities Ensure compliance with process and policies and ensure its effective implementationPreparereports on retention – daily, weekly, quarterly, monthlyPrepare & present the trends, RCAs, reasoning, smart action plan to reduce churn Must Have SkillsetsStrong analytical skillsStrong presentation skillsAbility to collaborate & drive other teams



  • Uncha Samana, India airtel Full time

    The Lead Retention & Churn management role is to manage the customer retention for Broadband & Air Fiber customers forPan IndiaLevel: Sr Manager / DGMRole requires a combination of strategic thinking & hands on management skills to drive retention activitiesManage the roadmap for retention for Broadband & Air Fiber customersDevelop comprehensive retention...


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