Customer Retention Manager

4 hours ago

Hyderabad, Telangana, India beBeeRetention Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Job Overview

The Assistant Manager role is responsible for overseeing a team that manages customer complaints, network-related issues, and ensures timely resolution to enhance customer satisfaction.

Key Responsibilities:
  • Manage customer retention for assigned circle
  • Ensure end-to-end lifecycle management of customers in the network
  • Monitor and control involuntary and voluntary churn to remain within AOP (Annual Operating Plan)
  • Drive customer retention strategies across all customer touchpoints
Team Leadership:
  • Lead and mentor a team of 15 CCNR executives
  • Allocate tasks and ensure efficient handling of customer complaints and network issues
  • Monitor team performance and ensure adherence to SLAs (Service Level Agreements)
Customer Complaint Resolution:
  • Oversee the resolution of customer complaints related to network performance and connectivity
  • Escalate unresolved issues to higher management or technical teams as necessary
  • Conduct root cause analysis to prevent recurring complaints
Network Coordination:
  • Collaborate with network operations and engineering teams for technical issue resolution
  • Monitor network outages and ensure prompt updates to customers
Reporting & Documentation:
  • Maintain accurate logs of complaints, resolutions, and escalations
  • Prepare weekly/monthly reports on complaint trends, resolution time, and team performance
Process Management & Improvement:
  • Identify process inefficiencies and propose solutions for better complaint handling
  • Stay updated on the latest tools and technologies to improve team productivity

This role requires strong leadership skills, analytical thinking, and excellent communication abilities. The ideal candidate will have experience in managing customer complaints and network-related issues, as well as leading high-performing teams.

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