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, 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.