פורסם ב: טלקומוניקציה ב- באת | פורסם: |
Customer Retention Manager
Exciting opportunity for an experienced Customer Operations Manager / Retentions Manager to join a leading Telecommunications Provider on a permanent basis. This particular business are experiencing significant year, on year growth both naturally and via acquisition.
As a Customer Retentions Manager, you will play a pivotal role in preserving and enhancing their customer base. To create lasting relationships, reduce churn, and maximize customer lifetime value. You'll lead a team of customer retention specialists, ensuring seamless experiences for our valued clients.
Key Responsibilities:
Be the voice of their customers within the organization. Understand their needs, pain points, and expectations.
Develop and execute effective retention strategies, leveraging data insights and customer feedback.
Dive deep into churn patterns, identifying trends and proactively addressing potential attrition.
Inspire and guide your team to achieve retention targets. Foster a culture of excellence and empathy.
Design win-back initiatives to re-engage lapsed customers.
Work closely with cross-functional teams (Sales, Marketing, Customer Support) to align efforts.
Monitor KPIs such as retention rate, churn rate, and customer satisfaction.
Stay ahead of industry trends and implement best practices.
Requirements:
Proven track record in customer retention, ideally within the telecommunications sector.
Ability to dissect data, draw actionable insights, and make informed decisions.
Inspire and motivate your team to excel.
Excellent verbal and written communication skills.
Tackle challenges head-on and find creative solutions.
Passionate about delivering exceptional customer experiences.
Hybrid based - offices in Bath.
Paying up to 45k, depending on experience