Retention Manager

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, Whats App, 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.