Retention Manager

Key Responsibilities / KRAs

1. Daily Churn Review
• Conduct daily churn review with Field Sales and Customer Support/CSM teams.
• Ensure all cancellation/churn cases received through the designated cancellation process are captured and tracked.
2. Churn Analysis & Retention
• Validate and establish the actual reason for churn/cancellation.
• Interact directly with Enterprise customers, Sales and CSM teams to understand customer concerns.
• For service-related churn, review relevant TT/ticket history, service performance and other available information to establish the RCA.
• Identify appropriate corrective actions and coordinate with Service Assurance/NOC/other teams to address customer concerns.
• Drive retention efforts and document the outcome for each case.
3. Daily Churn Reporting
• Publish the daily churn report with:
• Customer/link details
• Actual churn reason
• RCA/findings
• Retention efforts made
• Current status and action plan
• Ensure the report is accurate, complete and circulated to relevant stakeholders within the defined timeline.
4. End-to-End Case Ownership
• Own each retention case from receipt of cancellation request through final closure.
• Coordinate with Sales, CSM, Service Assurance, NOC and other teams wherever required.
• The role requires active ownership and driving of the case, rather than simply forwarding emails to other teams for investigation.
5. Monthly Reporting & CN
• Ensure monthly CN is processed and approved within the defined timeline.
• Publish the monthly churn review report with reasons, RCA and retention efforts latest by the 15th of the following month.
• Prepare and share Net Add and Churn analysis reports in the prescribed format.
6. Management Reporting
• Highlight high-value/multiple-link churn cases immediately to management along with churn reason, support required and retention efforts being made.
• Prepare management presentations and periodic analysis on churn trends, customer concerns and retention performance.

Candidate Profile

The candidate should ideally have:

• ISP/Telecom industry experience, preferably in Enterprise/B2B services.
• Basic technical understanding of an ISP/network environment and Enterprise connectivity services such as ILL, MPLS, P2P, SD-WAN, last-mile connectivity, etc.
• Ability to understand customer-reported technical issues and correlate them with TT/ticket history, outages, service performance and RCA.
• Good communication skills and confidence to directly interact with Enterprise customers, Sales teams and Customer Support/CSM teams.
• Ability to understand the customer's concern, identify the actual reason for churn and proactively drive retention actions.
• Strong hands-on working knowledge of MS Excel, including data tracking, analysis, reporting and preparation of management MIS.
• Good working knowledge of MS PowerPoint for preparing churn reviews, analysis and management presentations.
• Ability to work independently, follow up with multiple stakeholders and drive activities to closure.
• Strong ownership, analytical ability and disciplined follow-up.

Educational Qualification

Graduate in any discipline can be considered, provided the candidate has the required ISP/Telecom exposure, basic technical understanding and strong Excel/PowerPoint skills.

An engineering/technical qualification would be an advantage but should not be mandatory.

Key Attributes Required

The person should be a hands-on operator rather than a pure MIS/reporting resource. The role requires someone who can Understand, Analyse, Interact, Identify RCA, Drive Action, Attempt Retention, Report Closure.