Retention Specialist
6 days ago
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.
-
Client Relationship Manager
6 days ago
Chennai, Tamil Nadu, India Frutta - Corporate Refreshment & Experience Specialist Full time ₹ 9,00,000 - ₹ 12,00,000 per yearFruttais South India's most preferred one-stop corporate refreshment & experience partner. We aim to do the same by providing an exciting assortment of refreshments and events by seamlessly integrating technology to provide unparalleled hospitality. With an extensive network of top-tier vendors spanning from culinary delights to event management, we deliver...
-
Customer Success Specialist
2 weeks ago
Chennai, Tamil Nadu, India GESTAMP AUTOMOTIVE CHENNAI PVT LTD Full time ₹ 6,30,000 - ₹ 15,68,037 per yearA Customer Success Specialist's job is to manage the customer relationship post-sale, ensuring they gain maximum value from the product and are satisfied, which promotes retention and growth for the company. Key responsibilities include client onboarding, providing product training and support, monitoring customer health and engagement, resolving issues,...
-
Renewals Specialist
4 days ago
Chennai, Tamil Nadu, India Omnissa Full time ₹ 6,00,000 - ₹ 12,00,000 per yearJob Description:We Are OmnissaOmnissa is the first AI-driven digital work platform, built to support flexible, secure, work-from-anywhere experiences. We integrate industry-leading solutions—including Unified Endpoint Management, Virtual Apps and Desktops, Digital Employee Experience, and Security & Compliance—into a seamless, autonomous workspace that...
-
Digital Marketing Specialist
2 weeks ago
Chennai, Tamil Nadu, India CholasX Full time ₹ 4,00,000 - ₹ 8,00,000 per yearRole & responsibilitiesPlan, launch, and optimise paid advertising campaigns across Meta Ads, Google Ads, TikTok, and other relevant platforms.Create and manage monthly content calendars that keep our brand consistent and engaging across all digital channels.Manage social media posting and ad scheduling using tools like Buffer or Hootsuite, maintaining a...
-
Telesales Specialist
1 week ago
Chennai, Tamil Nadu, India Wire HR Solutions Full time ₹ 2,00,000 - ₹ 6,00,000 per yearJob Title:Tele-sales Executive – Motor Insurance RenewalsLocation:ChennaiJob Type:Full-timeJob Summary:We are seeking a proactive and persuasive Tele-sales Executive – Motor Insurance Renewals to handle outbound and inbound calls for renewing existing motor insurance policies. Your primary role will be to engage with customers whose policies are due for...
-
Customer Success Specialist
1 week ago
Chennai, Tamil Nadu, India Freshworks Full time ₹ 4,00,000 - ₹ 8,00,000 per yearSpecialist - Customer Success (Mid Tier) Job Description Customer Success will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire from Freshworks suite of products. Role Requirement: ● Engage proactively with customers using the engagement model (based on customer...
-
Email Marketing Specialist
6 days ago
Chennai, Tamil Nadu, India Leister Full time ₹ 40,00,000 - ₹ 80,00,000 per yearThe Leister Group is a globally leading Swiss technology group with its headquarters in central Switzerland. Under the brand names Leister and Weldy, Leister Technologies AG, a Leister Group company, develops and manufactures products for processing plastics and generating industrial process heat. Axetris AG, also part of the Leister Group, is a market...
-
Team Leader
1 week ago
Chennai, Tamil Nadu, India Murugappa Group Full time ₹ 8,00,000 - ₹ 25,00,000 per yearLead, mentor, and coach a high-performing team of renewal specialists to achieve performance targets.Foster a culture of continuous learning and excellence within the team.Provide guidance and act as a subject matter expert on renewal processes.Manage and optimize the renewal pipeline to ensure high customer retention and satisfaction.Drive the execution of...
-
Infrastructure Specialist
4 days ago
Chennai, Tamil Nadu, India Kyndryl Full timeWho We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The...
-
Specialist - Customer Success (Mid Tier)
4 days ago
Chennai, Tamil Nadu, India Freshworks Full timeCompany Description Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business...