Senior Customer Experience Specialist

19 hours ago

Hyderabad, Telangana, India beBeeRetention Full time ₹ 18,00,000 - ₹ 25,00,000
Customer Retention Manager

We are seeking an experienced Customer Retention Manager to oversee a team responsible for managing customer complaints, network-related issues, and ensuring timely resolution to enhance customer satisfaction.

About the Role
  • The Customer Retention Manager will be responsible for managing customer retention for the assigned circle.
  • They will 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), and drive customer retention strategies across all customer touchpoints.
Key Responsibilities
  • Customer Retention:
    - Manage customer retention for the 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 Management:
    - Lead and mentor a team of CCNR executives of 15.
    - 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 the 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.
About You

The ideal candidate will have excellent leadership, problem-solving, and communication skills to meet organizational objectives. They should be able to develop strategies to improve customer satisfaction scores, stay updated on market trends, and adapt strategies accordingly. Additionally, they should be able to provide actionable insights from data and recommend solutions for continuous improvement.

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