Responsible for developing customer-centric strategies for reducing customer churn in both Fixed and Mobile subscribers. This includes alignment of commercial and segment strategies and processes, tracking of key churn / retention performance indicators, gaining insights regarding churn drivers, implementation and driving of retention related projects, creating new capabilities, and managing retention outbound call centres.
Management of operational Call Centre outsourced partners with respect to retention efforts (e.g. service levels, retention rates, retention offers, customer experience etc.
The position is also responsible to drive the implementation of Proactive and Reactive churn strategies by liaising with operational departments like Sales Channels, Account Managers, IT and CVM.
Monitor implemented strategies to make necessary adjustments / changes to processes to enhance product and customer retention efforts.
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