Reliance Communications - Assistant Manager/Deputy Manager - Product Retention

Job Description:

- Responsible for Customer Retention activities for suspension improvement

- Primary responsibility is to drive long term & short term retention programs and churn management.

To plan and execute CMP for all regions

Co-ordinate with region and manage CMP programs effectively

Incentive working as per CMP programs

- Responsible for continuously tracking the Retention programs & regularly revisiting all the components of the process to ensure that it remains robust & aligned to business delivery requirement.

- Daily, weekly & monthly analysis & MIS for driving retention initiatives.

- Responsible for product/package creation in various back end systems and coordinate for their launches in the market

Coordinate with back end IT team for product creation as per consumer offering. Provide product configuration parameters to CAS, SDP & Billing team.

Maintain Product / Package SOP - Cost working, Pricing approvals and Product life cycle management. Analyze the product performance and do the necessary changes if required.

Make internal / external communications for new products

Maintain historical data and reports

- Responsible for detail competition monitoring and analysis w.r.t. products & offerings

Understand market/competition activity and daily tracking of competition information from various sources like web sites, Press & Electronic media, Market sources etc.

Competition Product / Package SWOT analysis on basis of various parameters - TAM / channel count etc. and suggest new product changes

- Release the monthly competition report

- Gather customer insights from retail and customer touch point inputs and arrive at tactical and strategic programs & retention tools for DTH subscribers

- The position requires strong coordination with IT Operations, Customer Care, After Sales & Commercial team to ensure success operations

Key result area- s:

- Improvement active base

- Creation and execution of successful customer retention programs

- Reports and analysis of retention activity

- Product Life cycle management

- Regular Competition monitoring & Analysis

- Functionality development through IT teams for various activity

Required skills:

- Hands on in Product management and Customer Management skills

- Understanding of customer life cycle

- Large data base handling through Excel / Access / any other data management tools

- Strong analytical skills

Required Profile:

- Engineer and MBA

- 2 to 6 years work experience in functions like Customer management / Retention / U&R / Product management

- Preferably from Telecom/DTH industry or any other large customer base industries.