Retention Partner Management

Role Overview:

The Process Owner is responsible for leading the development, execution, and management of strategies that drive customer retention and reduce DTH churn. 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. Additionally govern outsourced call centre partners PAN INDIA.

Required Skills & Qualifications:

• Bachelor’s degree in business administration, Marketing, or related field.
• Minimum 8-10 years of experience in customer retention, preferably in the telecommunications or DTH, financial sector(banking).
• 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.

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.

Key Responsibilities:

• Strategic Planning & Execution:
• Develop and execute a comprehensive retention strategy for the DTH segment to ensure long-term customer satisfaction and loyalty.
• Identify and analyze customer trends, pain points, and reasons for churn to inform retention strategies.
• Create personalized retention campaigns targeting high-risk customers to reduce churn and increase customer lifetime value.
• Customer Insights & Analytics:
• Lead customer segmentation efforts to identify at-risk customers, loyalty patterns, and high-value segments.
• Utilize data analytics and customer feedback to assess the effectiveness of retention initiatives and make data-driven decisions.
• Monitor retention KPIs (e.g., churn rate, renewal rate, ARPU Value) to track success and adjust strategies accordingly.

• Cross-functional Collaboration:
• Work closely with the marketing, customer service, and sales teams to align retention initiatives with overall business goals.
• Collaborate with the product and operations teams to enhance service offerings and resolve customer issues.
• Liaise with the IT and digital teams to ensure customer-facing systems (e.g., apps, websites) support retention strategies.
• Customer Engagement:
• Design and oversee loyalty programs, exclusive offers, and value-added services to keep customers engaged and reduce churn.
• Develop effective communication strategies (SMS, OBD and Voice Bot, etc.) to proactively engage customers and address concerns.
• Drive initiatives around customer satisfaction through surveys, feedback loops, and personalized outreach.
• Budget Management:
• Manage the retention department budget and allocate resources efficiently to achieve retention goals.
• Monitor the ROI of retention campaigns and optimize budgets based on performance.
• Reporting & Presentations:
• Prepare and present regular reports on retention performance, highlighting key achievements, challenges, and areas for improvement.
• Provide insights to senior leadership on customer behavior trends and retention metrics.
• Performance Monitoring & Optimization:
• Monitor partner performance through KPIs and metrics to ensure the partnership is successful.
• Provide partners with feedback and recommendations for improvements.
• Ensure that both the company and the partner meet agreed-upon targets, timelines, and quality standards.
• Reporting & Analytics:
• Provide regular reports and updates on partner activities, performance, and outcomes.
• Use data and insights to optimize partnerships and recommend adjustments or improvements.
• Track the success of joint ventures, partnerships, and collaborations.