Retention Manager

About the Role:

The Retention Manager will be responsible for leading and optimizing retention operations, ensuring high customer engagement, satisfaction, and loyalty. This role oversees retention strategies, call center operations, and project management functions aimed at increasing customer retention and lifetime value. The Retention Manager plays a key role in operational excellence, team leadership, and cross-functional project execution, ensuring seamless customer experiences and compliance with regulatory requirements.

Roles and Responsibilities:

The role would focus on translating strategy into action and delivering on existing strategies, with some room for developing specific strategies to improve performance.

• Strategy Component: This is crucial for understanding and translating strategy into action. The resource will not be creating a retention strategy but will focus on operations and delivering on existing strategies. However, there is room for developing specific strategies, such as reducing average channel time or lowering churn.
• Challenges and Elements: The resource will need to understand these challenges and elements to influence performance effectively.
• Operational Focus: The role is operations-focused, requiring the resource to deliver on existing strategies. The resource will need to develop game plans or strategies for specific tasks, such as increasing sales or reducing churn.

Requirements:

● Important Skill/s: The importance of being data-oriented, with skills in data visualization and storytelling. The candidate should be able to analyze data and develop actionable strategies for improvement.

o Data Orientation: Being data-oriented, with the ability to create PowerPoints and data visualizations. The candidate should be able to use data to tell a story effectively.

o Analytical Skills: The candidate should be able to analyze performance data and present it concisely to support decision-making.

o Storytelling: The need for storytelling skills, where the candidate can use data to create a compelling narrative that drives action and improvement.

o Strategy Development: The candidate should be able to analyze data and develop actionable strategies for improvement, focusing on both tangible and intangible aspect.

● Collaboration Requirement/s: The need for the candidate to collaborate well with the BPO onsite, emphasizing the importance of being humble yet assertive, and being able to listen, teach, and guide the team to perform.

o Collaboration Importance: The importance of collaboration with the BPO onsite. The candidate should be able to listen, teach, and guide the team to deliver results effectively.

o Personality Traits: The candidate should not have a dictator-type personality. Instead, they should be humble yet assertive, capable of working with the team and guiding them to improve performance.

o Listening and Teaching: The candidate should be able to listen to the BPO team, understand their ideas, and incorporate them into the strategy. They should also be able to teach and guide the team to achieve better results.

o Guiding Performance: The need for the candidate to guide the BPO team to perform, ensuring they stay on track and make necessary adjustments to their approach for better outcomes.

Experience Requirement/s:

o Telco Experience: Telco experience is preferred due to the nature of the products (Internet, Video, Mobile), it is not mandatory. Candidates with experience in subscription services or related industries would also be considered.

o Subscription Services: Experience in subscription services is valuable as it involves understanding the importance of saving customers and the impact on recurring revenue.

o Flexibility in Requirements: Highly dynamic, goal-oriented, and data-driven, they would be considered even if they do not meet the exact telco experience requirement.

o Global Experience: Experience in other countries is acceptable, including work done in the Philippines for Australian clients or anywhere in the world.

● Travel Consideration: Importance of the candidate's ability to travel to the US, although it was not a mandatory requirement. It would be a desirable quality for the candidate to have.

● Shift and location: Candidate must be available to work from client locations in Cebu in a night shift.