The Retention Manager – Postpaid will be responsible for reducing churn and improving lifetime value of the postpaid customer base. The role focuses on building proactive retention strategies, identifying at-risk segments using data, and designing targeted interventions across pricing, benefits, customer experience, and communication.
The role requires strong analytical ability, cross-functional coordination, and deep understanding of customer behavior.
Key Responsibilities
1. Churn Management & Retention Strategy
- Own churn reduction targets for the postpaid subscriber base.
- Identify key drivers of churn such as pricing, network perception, service issues, competitive offers, and billing experience.
- Design retention strategies including save offers, plan migrations, loyalty benefits, and tenure-based rewards.
2. Customer Segmentation & Analytics
- Develop churn prediction frameworks using customer data signals (usage decline, payment behavior, complaints, ARPU shifts).
- Identify high-value at-risk cohorts and build targeted retention journeys.
- Monitor key metrics such as voluntary churn, port-out rates, retention conversion, and customer lifetime value.
3. Retention Campaigns & Interventions
- Design proactive retention campaigns across digital channels (app, SMS, WhatsApp, call center).
- Create personalized offers such as plan upgrades, bundled benefits, device offers, or service add-ons.
- Work with marketing teams to design communication strategies to reduce churn.
4. Competitive Intelligence
- Track retention tactics and offers by competitors
- Benchmark global retention strategies from leading telecom operators.
- Translate insights into actionable interventions.
5. Cross-Functional Collaboration
- Work closely with Network, Customer Care, Product, Analytics, and Digital teams to resolve churn drivers.
- Partner with customer service teams to improve save rates for customers initiating disconnection or MNP.
- Coordinate with pricing and product teams to build retention-led plan innovations.
6. Performance Monitoring
- Build dashboards to track churn and retention performance.
- Measure effectiveness of retention campaigns through A/B testing and cohort analysis.
- Continuously optimize interventions based on data insights.
Candidate Profile-
Experience
- Minimum 4 years of experience in telecom, consumer internet, fintech, or subscription businesses.
- Experience in retention, lifecycle marketing, CRM, or customer analytics roles preferred.
Skills
- Strong analytical and data interpretation capabilities.
- Understanding of consumer behavior and subscription economics.
- Ability to design retention propositions and customer offers.
- Stakeholder management and cross-functional leadership.
Education
- MBA from a reputed institute preferred.
Ideal Candidate Traits
- Customer-obsessed and data-driven.
- Strong problem-solving mindset.
- Ability to translate insights into scalable business interventions.
- High ownership and bias for execution.
Skills Required
Performance Monitoring, Competitive Intelligence
