Business Manager

The Process Owner is responsible for leading the development, execution, and management of strategies that drive customer retention and reduce churn in the DTH segment. This role requires a strong understanding of the DTH business model, customer behavior, and industry trends to develop targeted campaigns, improve customer satisfaction, and increase customer loyalty. In addition to this the process owner is also  responsible for fostering strong partnerships, driving collaboration, and ensuring that all parties involved achieve their business goals, ensuring that both sides benefit from the relationship.

Key Responsibilities

·         Customer journey optimization: Analyse the customer lifecycle to identify drop-off points and opportunities for deeper engagement.

·         Data analysis & segmentation: Use customer data and behavioural insights to develop targeted campaigns and personalized retention tactics.

·         Churn management: Identify churn risk triggers and proactively implement interventions to address them.

·         Retention campaigns: Collaborate with Marketing and Product teams to design lifecycle marketing, win-back, loyalty, and re-engagement campaigns.

·         Customer feedback & insights: Collect and analyse feedback through surveys, NPS, and support interactions to inform product and service improvements.

·         Design and lead retention strategies: Build and manage initiatives to improve customer loyalty and reduce attrition across key segments.

·         Performance tracking: Monitor retention KPIs such as churn rate, CLTV, NPS, renewal rate, and repeat purchase rate; report results and optimize based on insights.

·         Cross-functional collaboration: Work closely with Customer Support, Product, and Sales teams to deliver a cohesive customer experience.

Required Skills & Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field (MBA preferred).
• Minimum of 8-10 years of experience in customer retention, preferably in the telecommunications, media, or DTH industry.
• Proven experience in managing a retention team and leading successful retention campaigns.
• Strong analytical skills and experience with customer segmentation, data analytics, and Dialer tools.
• Excellent communication, negotiation, and interpersonal skills.
• In-depth knowledge of DTH products, customer behavior, and industry trends.
• Strong leadership abilities and the ability to influence cross-functional teams.
• Proficient in Microsoft Office Suite and retention software/tools.
• Ability to work under pressure and handle multiple projects simultaneously.

Preferred Skills:

• Knowledge of digital marketing and customer engagement techniques.
• Familiarity with automation tools for customer outreach and CRM/Dialer systems.
• Experience in managing customer satisfaction programs and loyalty schemes.

Key Attributes:

• Customer-centric mindset with a passion for improving the customer experience.
• Data-driven approach to decision-making.
• Strong problem-solving skills with a proactive attitude.
• Ability to think creatively and drive innovation in retention strategies.