Retention Specialist

2 weeks ago

Chennai, India Cynosure Corporate Solutions Full time

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

Requirements

Required Skills and Qualifications

  • Bachelors 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.
  • 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.

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