Job Summary:

• Developing and implementing the retention strategy for the business
• Understanding the reasons behind customer churn, and creating loyalty programmes to improve customer loyalty
• Setting the retention KPI's for the business and drive the achievement of these
• Developing processes and system requirements to improve and automate the retention and customer lifecycle journey
• Designing and delivering targeted upsell and cross-sell campaigns (inbound and outbound) focused on customer retention and contract.
• Working with the Customer Communications Manager to achieve communication excellence, setting high standards of communication activity across multiple channels
• Anticipating and planning for end of contract renewals and proactively manage the process to reduce churn
• Keeping up to date with competitors and their activities particularly in relation to cancellation policies and retention activity
• Implementing the customer retention engagement plan, ensuring collaborative working across key business functions, including Creative, Production, Sales & Digital Teams
• Working with the Sales Effectiveness Manager & Insight teams to target customers and suggest/implement recommendations to turn data into commercially successful campaigns across all channels.

Skills on Resume:

• Retention Strategy (Hard Skills)
• Churn Analysis (Hard Skills)
• KPI Management (Hard Skills)
• Process Optimization (Hard Skills)
• Upsell Campaigns (Hard Skills)
• Communication Excellence (Soft Skills)
• Renewal Management (Hard Skills)
• Data-Driven Insights (Hard Skills)

Job Summary:

• Implement, manage and optimise a multi-channel subscriber save process at the point of cancellation 
• Work closely with the Customer Service team and directly with BPO to manage the front line customer service cancellations and save process, delivering world-class customer experience and exceptional results through insight, culture development and a customer-first mindset
• Work closely with the Product team to optimise the online cancellation journey
• Review, test and optimise current scripts, messaging and save offers to improve save rates
• Constantly interrogate all cancellation data around why people cancel, and how they are saved, to inform optimisation
• Develop more in-depth reporting and insights on key drivers for cancellation and customer pain points to better inform retention decisions in other parts of the customer lifecycle
• Report cancel/save performance against budgeted targets and costs
• Manage the cost of BPO saves - advising Head of Customer Engagement on where spend can be best placed
• Support in the training and monitoring of customer service call handlers and agents. 
• Create brand information packs, product guides and competitor pricing comparisons to better prepare agents to deal with objections

Skills on Resume:

• Channel Optimization (Hard Skills)
• Service Collaboration (Soft Skills)
• Journey Optimization (Hard Skills)
• Script Testing (Hard Skills)
• Data Analysis (Hard Skills)
• Insight Reporting (Hard Skills)
• Cost Management (Hard Skills)
• Agent Training (Soft Skills)

Job Summary:

• Monitor and report customer retention metrics, develop insights, and maintain quarterly & annual forecasts.
• Coordinate and manage efforts to understand the root causes of churn and work closely with the analytics team. 
• Access and use data exploration tools.
• Lead cross functional efforts to improve customer retention. 
• Partner with various teams across the business and own cross functional concurrent projects building new processes, systems, and offers to support and measure retention initiatives. 
• Work with the operations teams to oversee and optimize retention efforts including trialing offers, training, and incentives to maximize the customer lifetime value.
• Deliver as promised to customers as per the agreed service levels within financial targets.
• Review progress with customers to ensure continually improve 
• Evolve customer relationships, forming trust and deeper relationships to enable new opportunities.

Skills on Resume:

• Retention Metrics Monitoring (Hard Skills)
• Churn Analysis (Hard Skills)
• Data Exploration (Hard Skills)
• Cross-Functional Leadership (Soft Skills)
• Project Management (Soft Skills)
• Retention Optimization (Hard Skills)
• Service Delivery (Hard Skills)
• Customer Relationship Building (Soft Skills)

Job Summary:

• Manage all aspects of associate performance including attendance, schedule adherence, coaching to soft skills, service levels and quality standards in compliance with TICO regulations and outlined guidelines to meet KPO and 3i standards
• Take accountability for team’s overall performance and hold Associates accountable for performance results.
• Positively influence the culture in Customer Care by providing strong leadership, collaborating, and creating an environment that promotes personal and professional growth
• Contribute positively to the change process and visibly support decisions once they have been made, communicating changes and implementing change management activities with the team
• Collaborate to attract customers in line with vertical plans
• Pursue customer opportunities with competitive proposals in line with capabilities that drive long term retention.
• Close new contracts in line with commercial policies.
• Onboard new customers in compliance with global process.
• Respond to account representatives promptly with accurate and detailed information
• Creating process improvements with both the field and customers to ensure positive customer retention

Skills on Resume:

• Performance Management (Hard Skills)
• Accountability Leadership (Soft Skills)
• Culture Development (Soft Skills)
• Change Management (Hard Skills)
• Customer Attraction (Hard Skills)
• Contract Negotiation (Hard Skills)
• Customer Onboarding (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary:

• Drive the transition activities.
• Prepare and review SOPs and system access
• Manage and develop the team and ensure that the team is well-trained and equipped
• Develop and monitor appropriate control measures (daily/weekly/monthly) to ensure the achievement of the KPIs and no backlog.
• Review and enhance existing processes for consistent service quality and improved end-to-end outcomes.
• Proactive escalation point for intervention, resolving issues and complex cases
• Analyse, prepare and present monthly and ad-hoc reports
• Able to proactively review and innovate for service enhancement, efficiency, and value adds.
• Facilitate the flow of communication as it relates to service repair quotes and approvals
• Handling the needs and deadlines of the account and customer’s needs and requirements timely and efficiently
• Prepare updated reports of service history
• Ensure account protocols are adhered to

Skills on Resume:

• Transition Management (Hard Skills)
• SOP Preparation (Hard Skills)
• Team Development (Soft Skills)
• KPI Monitoring (Hard Skills)
• Process Enhancement (Hard Skills)
• Issue Resolution (Soft Skills)
• Report Analysis (Hard Skills)
• Service Innovation (Hard Skills)

Job Summary:

• Define a CRM data strategy with yearly roadmap and quarterly objectives for both, Business 2 Business and Business 2Consumer segments
• Plan, conceptualize, deploy and track retention and cross-/up-sell campaigns in all direct marketing channels (print, e-mail, SMS, online) as well as through outbound and inbound support with in-house creative team
• Collaborate with in-house social media and content owners to support campaigning efforts
• Establish core retention and cross-/up-sell processes, from journey measurement to analysis of the existing base to campaign tooling with a focus on marketing automation and leverage of behavioral customer data
• Identify key touchpoints in the customer's interaction with brand to identify retention, churn prevention and cross-/up-sell opportunities
• Develop a rigorous, analytics-enabled, testing framework to drive real improvement in retention rates and customer engagement
• Support the set-up and ongoing improvement of production campaign systems through rigorous testing of outcomes, root-cause analysis of deviations and input into the requirements
• Identify opportunities how maximize the use of the functionality of current toolset. 
• Advise the business of current tool limitations and then work with the product team to realize necessary enhancements through the Martech capability roadmap

Skills on Resume:

• CRM Strategy Development (Hard Skills)
• Campaign Management (Hard Skills)
• Marketing Automation (Hard Skills)
• Data-Driven Analytics (Hard Skills)
• Customer Journey Mapping (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Process Optimization (Hard Skills)
• Toolset Enhancement (Hard Skills)