Retention Manager

Key Responsibilities

• Develop and implement effective customer retention strategies.
• Monitor customer engagement, satisfaction, renewals, and churn rates.
• Identify customers at risk of leaving and take proactive measures to retain them.
• Build and maintain strong relationships with existing customers.
• Handle customer concerns, escalations, and service-related issues professionally.
• Conduct regular follow-ups with customers to understand their experience and requirements.
• Analyze customer feedback and identify areas for improvement.
• Collaborate with Sales, Customer Support, Operations, and Product teams to improve customer experience.
• Develop retention campaigns, loyalty initiatives, and engagement programs.
• Track and report key retention metrics, including churn rate, renewal rate, repeat business, and customer satisfaction.
• Maintain accurate customer records and update CRM systems regularly.
• Meet monthly and quarterly retention and revenue targets.
• Prepare regular reports and provide insights to management.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer relationship management skills.
• Good negotiation and problem-solving abilities.
• Strong analytical and decision-making skills.
• Ability to handle customer objections and difficult conversations.
• Target-oriented and proactive approach.
• Good knowledge of CRM tools and MS Excel/Google Sheets.
• Ability to work independently as well as with cross-functional teams.

Pay: Up to ₹500,000.00 per year

Benefits:

• Cell phone reimbursement
• Internet reimbursement
• Leave encashment
• Paid sick time
• Provident Fund

Work Location: In person