Club Mahindra - Proactive Retention Lead

Proactive Retention Lead

Job Purpose:

- He / She will be responsible for customer facing activities throughout customer lifecycle for 280K+ members of Mahindra Holidays Pan India and in international markets.

- Key Areas of contribution will include - Drive Customer Engagement, Holiday Planning, reduce refusal rate & all necessary Proactive retention efforts to improve experience & reduce customer efforts.

- The CLVM head will continuously analyze various factors which are leading to member dissatisfaction, disengagement, non-holidaying, cancellations/non payments and thereby reduce the cancellation inflow and increase persistency and retention.

- Consistent reduction in PE (potential exit) member base & GC IR Inflow.

- Drive holiday(ing) / takers % on propensity model; with special focus to improve accuracy of model across life cycle & product portfolio.

- Explore Non holiday Partnerships & offerings to minimize Service disruptions (ASF, EMI payment cycle delays) & change member payment behavior (shift from luxury to necessity)

Member Engagement and Holiday Planning, Realization:

- Ensure maximum holiday taken from vulnerable base members through various automations, segmentations and communications

- Holiday Planning activities for new member through various touchpoints including sms, calling, whatsapp etc

- Drive transactional NPS KPIs across Touch points - Service Assurance, Refusal reduction, First Call resolution, repeat GCIR reduction.

- Personalized Holiday recommendations & effortless/ hassle free/ digitally assisted planning & bookings.

- Member segmentation and analysis to understand member behaviour and devise offers and communications in coordination with inventory team and marketing team

- Differential servicing approach basis customer value & profile (special focus on influencers, Purple season, HNI, VVIP)

- Drive Perception building programs thru various collaborative programs with MEM & Marketing teams.

Proactive Retention from PE base, improve persistency:

- Improve proactive member retention and reducing inflow of cancellations.

- Consistent reduction in PE (potential exit) member base & GC IR Inflow.

- Uniformly drive L1 retention / ring fencing programs at App, CCE & Branch Ops.

- Understanding Requirements, architecting and designing strategies for reducing member cancellations - Utilize technology for improving payments efficiency - Resolve billing and member credit issues

- Emphasize on holiday planning activities with help from other teams including receivables/collections and branch operations to ensure higher engagement.

- Work closely with Cross Functional teams for member engagement activities & experience management Initiatives.

- Strategize and implement solutions for best-in-class services across touchpoints to ensure maximum engagement and minimum leakage of revenue

Education and Experience:

- Should have minimum 6 years of experience in Experience Mng, Ring fence & Renewal related roles via digital assets & segmented campaign mng; preferably with Telecom, Ecom or Financial organizations.

Skills & Behavioral Attributes :

- Customer Behaviour, Insights & Analytics, Resolution & Experience Mng.

- Predictive churn management - Analytical skill and attention to detail are essential requirements

- Good decision-making skills to make recommendations for improvements and execute timely/correct decisions.

- Excellent Interpersonal Skills as this role would require cross functional interactions.

- Digital Servicing & adoption, Customer Journey mapping, Customer effort reduction, Design thinking