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Senior Manager Retention / Winback

Print   |  
Telecommunication / ISP
Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( First Shift (Day) )
Job Location:
No Preference
Minimum Education:
Minimum Experience:
8 Years
Apply By:
Sep 10, 2018
Posted On:
Aug 10, 2018
Job Description

Oversee Churn Management Operation

·         Oversee the Implementation of proper closure process with customer’s value input.

·         Responsible to keep track of actions based on customer feedback of churn surveys.

·         Ensure proper record keeping of all types churn and reasons thereof for analytics.

·         Establish customer feedback system to reduce churn.

·         Analyze quantitative and qualitative data (survey, structured and unstructured data) to identify key drivers of customer loyalty and retention.

·         Performs and evaluates basic to complex trend analysis using analytical tools.

·         Evaluate business results, identifies significant variances compared to planned performance.

·         Develop presentations to higher management and communicate findings.

·         Compile the best practices, benchmarks and analytics for preventive loyalty initiatives across multiple channels.

·         Communicate risk in clear and business and technical terms and proposed short, medium and long term action plans to reduce churn risk

Develop and execute churn Prediction Model

·         To create churn prediction model for PTCL complete base.

·         Take full responsibility of companywide churn and win back initiatives.

·         To manage processes in way which control churn in both forms i.e. involuntary and voluntary.

·         Manage all aspects of PDP, communications, calendar, profit analysis, approval, implementation, reports and analysis of the data retention tools and ensure they are in line to meet our forecasted results.

Devise campaigns and implement CC policies/ Credit scores

·         Handle the launch and development of new retention initiatives/offers with purpose of retaining and installing loyalty.

·         Develop incentive programs

·         Reengineer policies e.g. CMP and other customer impacting processes to reduce attrition.

·         Get new campaigns and special offering for churning or potential win back customers.

Systems implementation


·         Ensure CRM does not treat shifting as churn and similar controls to be built in BNCC/ CRM etc.

·         Zero Usage, TOS and POS management.

·         Gross churn reduction

·         Retention rate

Secondary KPIs

·         Winback campaigns

·         Data mining


Educational Qualifications

• 10 years Telecom experience

• Masters in Telecom/MBA

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