Manager/Lead - B2B Retention - Customer Experience Team - ISP/Telecom

Our client is looking to hire an energetic, sharp & knowledgeable person in the Customer Experience team as Retention Lead for B2B customers. The person should have the capability to lead Retention for Business/Enterprise Customers and enhance base revenue through Upsell/Cross-sell/Upgrade programs

Key Responsibilities:

1 . Own all aspects of Enterprise Retention - Proactive and Reactive.

2. Minimize churn across all enterprise customer segments as per targets

3. Predictive churn analysis and developing strategies to counter reasons effecting churn.

4. Increase revenue across the base through Proactive/Reactive upgrades

5. Take ownership of existing base farming and generating cross-sell and upsell opportunities

6. Coordinate cross-functionally for end-to-end resolution of customer issues to prevent them from churning

7. Drive both Voluntary and Involuntary retention initiatives

8. Ensure refunds to non-retained customers are made within SLA and exit experience is good

9. Drive team of relationship managers (may or may not be directly reporting to him/her) for maximizing retentions and proactive engagement activities

10. Driving lifecycle management activities for B2B customers including managed services

What we are looking for:

The candidate should possess and demonstrate the following:

Level of Education

- Graduate/Post Graduate from Class A institute/ MBA preferable

- Preferably has Technical knowledge of telecom domain

Experience:

- Should have at least 5-8 years of Retention experience in the Telecom/ISP sector in Corporate/Enterprise Segment.

- Has done relationship management and retention both proactive and reactive.

- Has worked on Retention Tools & Systems.

- Has suitable experience in managing Voluntary & Involuntary Churn (minimum 4-5 years)

Desired Behaviours & Alignment:

- Process Management & Improvement

- Strong interpersonal skills for cross-functional interactions.

- Customer and Business orientation

- Strong planning and project execution skills

- Smart & intelligent, willing to learn, passionate about work, strong positive attitude and customer-centric

- Strong Data analytic insights - expected to work with numbers and data to monitor churn metrics, campaign effectiveness, and value retention metrics, etc.

- Strong leadership and change management skills

- Strong understanding of the latest technologies in customer experience

- Strong people skills - ability to build and maintain effective working relationships with team members /peers/seniors along with the willingness to set and maintain high standards of performance

- Proficiency in Excel (must) and MS Access (preferable)

- Knowledgeable about industry trends and benchmarks