Key Skills: Customer Retention, Analytical & Data Interpretation, Customer Segmentation, Web, App & CRM Analysis, Google Analytics & Data Tools 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 Required Skills and Qualifications: - Bachelor's or Master's 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 analyzing customer journeys and interactions on Web, App, CRM and Chatbot. - Experience analyzing 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

Chennai

Bangalore

Hyderabad

Retention Specialist 

Job Description for Retention Specialist  in Cynosure Corporate Solutions in  Chennai Bangalore Hyderabad for (8-12) years of experience. Apply Now!