Mission / Core purpose of the Job
To lead and manage the strategy, execution, and performance of customer retention and upgrade programs across the postpaid & residential base. The role focuses on reducing churn, increasing customer lifetime value, and driving revenue growth through proactive and reactive retention strategies and seamless upgrade journeys. Ensure efficient management of base leads.
Retention Strategy & Execution:
Develop and implement proactive and reactive retention strategies using predictive analytics, customer insights, and commercial levers.
Upgrade Program Management:
Design and manage upgrade journeys to drive handset renewal, upsell opportunities, and customer satisfaction across various sales channels
Churn Management:
Monitor churn trends (voluntary and involuntary churn) and implement targeted interventions to reduce customer attrition.
Saves Desk Oversight:
Lead internal and partner saves desk operations, ensuring high conversion rates and best-in-class customer experience.
Campaign Management:
Collaborate with CVM and marketing teams to launch BTL campaigns aimed at migrations (legacy and in-life),retention and upgrade conversion.
Customer Insights & Analytics:
Use data models and segmentation to identify at-risk customers and tailor retention offers accordingly.
Cross-functional Collaboration:
Work closely with product, sales, credit mgt and customer care teams to align retention and upgrade strategies with business goals.
Performance Reporting:
Track KPIs such as churn rate, upgrade conversion, NPS, and revenue impact. Provide regular performance updates and insights.