Customer Retention Lead
Customer Retention Lead
Posted on :
17-08-2024
Employer Active
1 Vacancy
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Job Description
Position Summary:
The Customer Retention Lead will play a critical role in enhancing customer loyalty and reducing churn. This position demands a proactive and strategic individual who can develop and implement effective retention strategies. The ideal candidate will have a deep understanding of customer behavior and possess strong analytical and communication skills.
Key Responsibilities:
- Retention Strategy Development: Design and implement comprehensive customer retention strategies aimed at reducing churn and increasing customer lifetime value. Tailor strategies to address the specific needs and behaviors of different customers segments.
- Data Analysis: Analyze customer data to identify trends patterns and causes of churn. Use insights to develop targeted retention initiatives and campaigns.
- Customer Engagement: Develop and execute engagement programs to foster strong relationships with customers. Utilize various channels such as email SMS social media and direct calls to engage customers.
- Loyalty Programs: Create and manage customer loyalty programs that reward longterm customers and incentivize continued usage of Lycamobile services.
- Customer Feedback: Collect and analyze customer feedback through surveys focus groups and other methods. Use feedback to improve products services and customer experiences.
- CrossFunctional Collaboration: Work closely with sales marketing customer service and product development teams to ensure a cohesive approach to customer retention.
- Performance Monitoring: Establish key performance indicators (KPIs) to track the effectiveness of retention efforts. Regularly report on performance and adjust strategies as needed to achieve desired outcomes.
- Customer Communication: Develop clear and compelling communication materials for retention campaigns. Ensure all customer interactions are aligned with Lycamobile s brand and values.
- Issue Resolution: Identify and address issues that may lead to customer dissatisfaction or churn. Work with relevant teams to resolve problems quickly and effectively.
- Market Research: Stay informed about industry trends competitor activities and best practices in customer retention. Apply this knowledge to improve continuously retention strategies.
Requirements
- Bachelor s degree in Business Administration Marketing or a related field.
- Minimum of 5 years of experience in customer retention customer relationship management or a related role.
- Proven track record of developing and implementing successful retention strategies.
- Strong analytical skills with the ability to interpret complex data and make datadriven decisions.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software and other customer retention tools.
- Ability to work collaboratively in a crossfunctional team environment.
- Strong organizational and project management skills.
- Customercentric mindset with a passion for delivering exceptional customer experiences.
- Experience in the telecommunications industry is a plus.
Employment Type
Full Time
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