Retention Manager - Delhi

Weblink.In Pvt. Ltd; Delhi; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A leading customer service firm is seeking a Retention Manager in Central Delhi. The candidate will focus on customer loyalty and reducing churn through strategic initiatives. Responsibilities include designing data-driven strategies, analyzing customer behaviors, and collaborating with teams to enhance the customer experience. A Bachelor's degree and 2-6 years of experience in customer retention are required. Excellent communication and project management skills are essential, alongside an MBA. This is a full-time position and work from office.

Qualifications

• 2 - 6 years of experience in customer retention.
• Proficient in designing data-driven retention strategies.
• Strong understanding of customer journey mapping.

Responsibilities

• Design and implement retention strategies to reduce churn.
• Analyze customer feedback to identify areas for engagement.
• Collaborate with Customer Support to enhance customer satisfaction.

Skills

Customer retention strategies

Communication skills

Project management

Data analysis

Education

Bachelor's degree in Marketing, Business, or related field

MBA

Job description

Retention Manager

Job Title: Retention Manager
Location: Central Delhi
Job Type: Full-Time
Department: Marketing / Customer Success

Job Summary: We are seeking a strategic and customer-focused Retention Manager to lead efforts in maximizing customer loyalty and reducing churn. The ideal candidate will be responsible for developing, executing, and optimizing customer retention strategies that drive long-term value and satisfaction. You will work closely with marketing, sales, and customer support teams to enhance the customer journey and implement initiatives that improve customer lifetime value.

Key Responsibilities:

• Design and implement data-driven retention strategies to increase customer loyalty and reduce churn.
• Analyze customer behavior, feedback to identify pain points and opportunities for engagement.
• Collaborate with Customer Support teams to improve customer experience and satisfaction.
• Stay up-to-date with industry trends and best practices in customer retention and loyalty programs.
• Map and analyze every touchpoint in the customer journey to identify friction points.
• Implement loyalty programs or exclusive benefits that show customers they are valued.
• Send timely and relevant updates, tips, and value-driven content to keep customers engaged.
• Address negative feedback early and turn it into an opportunity to delight the customer.
• Analyze churn data to understand why customers leave and implement solutions to prevent future loss.

Skills Set Required: Bachelors degree in Marketing, Business, or related field. MBA. 35+ years of experience in customer retention. Excellent communication and project management skills.

Qualifications:

• Experience: 2 - 6 Years
• No. of Openings: 2
• Education: Graduate
• Role: Retention Manager
• Industry Type: Call Centre / BPO / KPO / ITES / LPO
• Gender: Male / Female
• Job Country: India
• Type of Job: Full Time
• Work Location Type: Work from Office
• Face interview location: Share when required