Retention Manager

MultiChoice is recruiting a Retention Manager, to be based in Maputo.

Duties

• Design and implement customer retention strategy: attraction, retention and recovery/churn strategies
• Align customer retention strategy to business strategy
• Research and analyze global best practice customer retention strategies
• Ensure optimal organizational structure and resource allocation to support successful rollout of customer retention strategies
• Design and implement Information management policies that cover the following
• Full understanding and manipulation of the subscriber databases
• Identify subscriber niches
• Identify and implement necessary information e.g. FAQ’s
• Manage trend analysis and opportunity identification
• Manage and monitor internal retention levels (Churn) reports
• Ensure effective communication and dissemination of all churn related information e.g. FAQ’s, scripting and relationship marketing
• Implementation and post evaluation of inbound and outbound campaigns
• Continuous analysis of system generated communication to subscribers e.g. DSD’s and SMS’s
• Facilitate workshops to identify rouse causes of churn drivers. Implement initiatives addressing causes of churn drivers
• Own and drive individual product retention targets
• Design and implement a customer loyalty program
• Work with all business units and relevant corporate divisions in rolling out the customer retention strategy

Requisites

• Churn, loyalty and retention management experience
• Proven experience in deploying retention initiatives
• Operations, call centers, front counters, payments, self help
• Emerging markets
• Pay-Television or similar subscription business knowledge
• Customer care and Operations environment
• Customer Relationship Management
• Market Research and Analysis
• Strong knowledge in English Language (Written and Verbal)

Notes

• Only short listed applicants will be contacted