Head - Customer Retention - Merchant Payment FinTech

Role: Head - Customer Retention

Location: Mumbai

Company:



The company is a leading fintech unicorn in Merchant Payment space throughout the country. The company is focused on creating a product and services platform that helps local merchants widen their access, improve commerce and increase automation. The company is playing an active part in the digitization wave that is engulfing the small and local merchants across the country. It has already tied up with 550,000 merchants and is increasing its penetration massively. Its innovative Digital EMI offering has been enthusiastically accepted by the customers and has helped retail stores increase footfalls and sales. The company has ventured into lending domain where there is huge potential to cater to needs of a highly unserved market. The company is on a very ambitious growth path.

Job Responsibilities:

- To improve retention and reduce attrition of merchants

- Work with and lead inbound/outbound customer facing teams to reduce customer churn. Includes call centre, field teams, sales teams, operations teams across org.

- Install and improve processes internally and externally

- Proactive activation working on early warning triggers

- Create and execute to a strategy for improved customer retention and NPS actionables correlated to retention

- Introduce and leverage technology; install a predictive customer retention and risk-scoring model

Desired Profile:

- Workex: 12 to 15 years from a E-Commerce, Insurance, BFSI Sectors handling a similar responsibility

Compensation: The company believes in hiring the top class talent. The compensation will be best in class.

Why Join the Company:

We are creating our own world-class products, instead of merely maintaining products that are developed elsewhere. We are expanding our global footprint and entering newer markets. We are revolutionizing the payments space with new-age, tech focused solutions, and are constantly upping the bar for the industry at large. Our is a growth-focused culture where your competencies and expertise will chart your growth within the company. Join us to work in a progressive and welcoming environment where we foster creativity, solve for real-world problems, innovate, and excel, every step of the way. All this while not forgetting to have fun in a relaxed and flexible work environment you are sure going to love.

Keywords: Customer Retention, Call Center Management, NPS, Risk Scoring