The Customer Retention Lead will play a critical role in enhancing customer loyalty and reducing churn. This position demands a proactive and strategic individual who can develop and implement effective retention strategies. The ideal candidate will have a deep understanding of customer behaviour and possess strong analytical and communication skills.

Retention Strategy Development: Design and implement comprehensive customer retention strategies aimed at reducing churn and increasing customer lifetime value. Tailor strategies to address the specific needs and behaviors of different customer segments.
Data Analysis: Analyze customer data to identify trends, patterns, and root causes of churn. Use insights to develop targeted retention initiatives and campaigns.
Customer Engagement: Develop and execute engagement programs to foster strong relationships with customers. Utilize various channels such as email, SMS, social media, and direct calls to engage customers.
Loyalty Programs: Create and manage customer loyalty programs that reward long-term customers and incentivize continued usage of Lycamobile services.
Customer Feedback: Collect and analyze customer feedback through surveys, focus groups, and other methods. Use feedback to improve products, services, and customer experiences.
Cross-Functional Collaboration: Work closely with sales, marketing, customer service, and product development teams to ensure a cohesive approach to customer retention.
Performance Monitoring: Establish key performance indicators (KPIs) to track the effectiveness of retention efforts. Regularly report on performance and adjust strategies as needed to achieve desired outcomes.
Customer Communication: Develop clear and compelling communication materials for retention campaigns. Ensure all customer interactions are aligned with Lycamobile’s brand and values.
Issue Resolution: Identify and address issues that may lead to customer dissatisfaction or churn. Work with relevant teams to resolve problems quickly and effectively.
Market Research: Stay informed about industry trends, competitor activities, and best practices in customer retention. Apply this knowledge to continuously improve retention strategies.