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Dec 18, 2017

Poa Internet Retention Manager

Poa Internet

Job Title: Retention Manager
Position Summary: You will report to the Head of Sales and Distribution. 

The Retention Manager is responsible for leading the team and developing and implementing strategies that will enhance customer loyalty, retention and revenue growth.
Duties and Responsibilities
  • Lead the creation of different customer experience feedback tools. Define, plan and execute customer satisfaction surveys, analyze results and implement improvement plans,
  • Research, analyze and monitor customer segments to uncover and capitalize on retention, win-back, up selling etc  i.e. identification and sizing of target segments, understand segments requirements  so as to align product offerings for service uptake,
  • Design the specific campaigns in collaboration with marketing. Implement and measure results taking corrective action,
  • Through customer base analysis, monitor product life cycle, propose refinement in pricing and product and determine possible support models base on customer segmentation and customer value,
  • Proactively monitor customer behavior in order to identify and address at-risk customers before they defect
  • Manage effective and cost effective win-back campaigns in consultation with management,
  • To conceptualize, develop and implement a comprehensive framework for customer usage & retention across all customer segments with the objective of achieving revenue contribution i.e. volume and value,
  • Deploy various initiatives including but not limited to, new services, customized programs, Promotions / offers and campaigns to influence segment behaviour. Build diagnostic, descriptive and predictive models, create proactive and reactive loyalty and retention strategies and programs,
  • Customer value management to minimize high value loss,
  • Decrease the contribution of inactive users / reducing churn across segments.
  • Maintain insights, trackers and related dashboards for signifying movement of the segment of customers across various parameters like ARPU, usage, MOUs, retention, churn etc, and impact of various initiatives done specifically for subscribers,
  • Alignment of customer retention strategies to the business strategy,
  • Keeping track of competitor activity,
  • Carry out collaboration opportunities with other lines of businesses to drive customer usage so as to leverage scale & product range.
  • Manage the performance of your team by defining KPIs, objectives, assigning tasks and agreeing on measurement criteria in conjunction with the HR
Qualifications and Experience
  • Degree in Marketing/commerce or an equivalent
  • 5+ years experience preferably in the Telecommunication Industry
  • Proven track recording in revenue growth and reducing churn
  • Competitor knowledge
  • Experience in making data driven decisions that continually optimize and drive business growth.
  • Ability to operate in a performance driven organization.
  • Strong financial/analytical and problem-solving skills
  • Understanding of local market and cultural diversity
  • Must be IT savvy
If you meet the above requirements, please send your cv and cover letter to [email protected] indicating the position on the subject line. 

Deadline for submission is on 22nd December 2017. 

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