Retention Specialist

Cynosure Corporate Solutions; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

Cynosure Corporate Solutions is seeking a skilled Customer Retention Specialist to design and implement strategies that reduce churn and boost loyalty across Web, App, and CRM touchpoints.

You will analyze customer data, run targeted campaigns, and collaborate with cross-functional teams to deliver personalized experiences and measurable improvements.

Qualifications

• Bachelor's degree in business administration, marketing, or a related field is required.
• Proven experience in customer retention, loyalty programs, or a related role in telecom or service industries.
• Strong analytical skills with ability to interpret data and metrics.
• Familiarity with campaign management tools such as Adobe Classic or similar.
• Experience analyzing customer journeys across Web, App, CRM, and Chatbot.
• Experience using Google Analytics and related tools to monitor trends.
• Excellent communication and interpersonal skills; ability to think strategically.
• Proven ability to manage multiple retention initiatives simultaneously.
• Experience collaborating with cross-functional teams in a dynamic environment.
• Familiarity with customer segmentation techniques and data analytics tools.

Responsibilities

• Develop and implement customer retention strategies to reduce churn.
• Conduct customer segmentation to identify at-risk customers and create targeted campaigns.
• Build retention programs and personalized offers to improve loyalty.
• Analyze customer behavior and feedback to drive improvements across Web, App, and CRM touchpoints.
• Monitor metrics like churn, NPS, and satisfaction; report insights regularly.
• Collaborate with sales and service teams to ensure seamless customer experiences.
• Work with product/tech teams to align services with customer needs.
• Address and resolve customer issues to prevent churn and improve satisfaction.
• Provide data-driven insights to optimize retention tactics at all touchpoints.

Skills

Analytics

Retention

Campaign Tools

Customer Journey

Google Analytics

Cross-functional

Communication

Problem Solving

Segmentation

Education

Bachelor's in Business/Marketing

Tools

Adobe Classic

Google Analytics

Job description

Cynosure Corporate Solutions | Full time

Cynosure Corporate Solutions is a human capital services company. Our focus is to provide Executive Search, Recruitment, Training, Temporary Staffing services, Statutory Compliance's, and other HR aligned services. We understand the business goals of our clients and their need to align human resources to these goals. We are committed to provide high quality manpower in accordance to global standards and their requirements. Our candidates stand testimony to our professional competency.

We work with clients in IT/ITES, Manufacturing, Automobile, Health, Telecom, Media.

Job Description

Responsibilities:

• Customer Retention Strategy:
  
• Develop and implement customer retention strategies and initiatives to reduce churn rates.
  
• Conduct customer segmentation analysis to identify at-risk customers and create targeted retention campaigns.
  
• Build and execute retention programs to enhance the customer experience and encourage long-term relationships.
  
• Analyse and improve customer touchpoints, ensuring a seamless and positive experience from pre-purchase to post-purchase interactions.
  
• Customer Insights & Analysis:
  
• Analyze customer behavior, usage patterns, and feedback to identify potential issues that could lead to churn.
  
• Collect and analyze customer feedback through surveys, reviews, and direct interactions to identify trends and areas for improvement.
  
• Monitor key performance metrics (e.g., churn rate, customer satisfaction, NPS) and use data-driven insights to continuously optimize retention efforts.
  
• Work closely with data teams to track customer journey touchpoints and develop insights for effective retention tactics at all touchpoints like Web, App and CRM
  
• Design and oversee personalized offers, loyalty programs, and incentives to keep existing customers engaged.
  
• Ensure regular communication with high-value or at-risk customers to provide personalized solutions and improve overall satisfaction
  
• Collaborate with the sales, and customer service teams to develop holistic retention strategies and seamless customer experiences.
  
• Liaise with the product and technical teams to ensure service offerings align with customer needs and improve retention.
  
• Problem Resolution:
  
• Work proactively to resolve customer complaints and issues that may contribute to churn, ensuring customer satisfaction and retention.
  
• Monitor and address customer feedback on social media, surveys, and other channels.
  
• Reporting & Monitoring:
  
• Provide regular reports on retention performance, identifying trends, challenges, and areas for improvement.
  
• Develop actionable insights from customer data and feedback to drive improvements in retention strategies
  

Requirements

Required Skills and Qualifications

• Bachelor’s degree in business administration, Marketing, or a related field.
  
• Proven experience in customer retention, loyalty programs, or a related role in the telecom or service industry.
  
• Strong analytical skills and the ability to interpret data and metrics.
  
• Knowledge of campaign management tool like Adobe Classic or any other relevant tool is highly desirable.
  
• Familiar with analysing customer journeys and interactions on Web, App, CRM and Chatbot.
  
• Experience analysing Web and App trends on Google analytics and other tools.
  
• Excellent communication and interpersonal skills.
  
• Ability to think strategically and manage multiple retention initiatives simultaneously.
  
• Problem-solving mindset and customer-centric approach.
  
• Experience working with cross-functional teams in a dynamic, fast-paced environment.
  
• Familiarity with customer segmentation techniques and advanced data analytics tools.