Head Customer service & Retention based at Mumbai
Job Description:
-
Key Responsibilities
Strategic Leadership
- Develop and execute the organization's customer retention and loyalty roadmap aligned with overall business objectives.
- Drive initiatives to improve customer lifetime value (CLTV), retention rates, repeat purchase behavior, and customer advocacy.
- Establish scalable frameworks for customer engagement, retention, and loyalty across multiple customer segments.
Loyalty Program Management
- Lead the end-to-end strategy, design, implementation, and optimization of loyalty programs across brands.
- Ensure seamless customer experiences through innovative rewards, recognition, and engagement mechanisms.
- Continuously evaluate program effectiveness and introduce enhancements to improve participation and retention.
CRM & Customer Engagement
- Define and implement data-driven CRM strategies to increase customer engagement, repeat purchases, and wallet share.
- Oversee the planning, execution, and optimization of personalized customer journeys and lifecycle marketing campaigns.
- Drive customer-centric communication strategies across digital and offline touchpoints.
Analytics & Performance Management
- Leverage customer insights, analytics, and behavioral data to identify opportunities for retention and revenue growth.
- Monitor key performance indicators including Customer Churn Rate, Retention Rate, Repeat Purchase Rate, Customer Lifetime Value (CLTV), and Loyalty Program Performance.
- Present strategic recommendations and performance insights to senior leadership.
Cross-Functional Collaboration
- Partner with Marketing, Sales, Product, Customer Experience, Technology, and Analytics teams to drive integrated customer engagement initiatives.
- Collaborate with CRM technology providers, analytics partners, and external agencies to ensure best-in-class execution and campaign effectiveness.
- Champion a customer-first culture across the organization.
Customer Experience & Escalation Management
- Oversee customer retention operations and ensure proactive resolution of customer concerns and escalations.
- Develop win-back strategies for at-risk and inactive customers.
- Ensure consistent delivery of exceptional customer experiences that strengthen brand loyalty and satisfaction.
Key Success Metrics
- Customer Retention Rate
- Customer Churn Rate
- Customer Lifetime Value (CLTV)
- Repeat Purchase Rate
- Customer Engagement & Loyalty Program Participation
- Revenue Contribution from Existing Customers
- Net Promoter Score (NPS) and Customer Satisfaction Metric
Key Skills :
Company Profile
We provide customers access to the best internet speeds for enhanced productivity, entertainment, and communication. We are --- of India’s largest ISPs with a presence in 350+ key cities across the country and counting. we connect homes and offices online with our Fiber-To-The-Home (FTTH) on Gigabit Passive Optical Network (GPON) technology. The GPON technology offers a reliable roadmap to meet customer demands. the end user via fibre optic cable, making it more efficient than a standard copper . We have successfully commissi---d and managing an NLD (National Long Distance) network in some major cities & public Wi-Fi solutions in Dharavi-Mumbai, Delhi, including major public festivals across India.We are passionate about delivering the best customer experience, and constantly strive to improve our services to meet the evolving needs of our customers.
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.